Melinda Abodeely Email & Phone Number

Multi-functional role including marketing, graphic design, communications, and company culture initiatives.

- Create customized lesson plans for individual piano, voice, and clarinet lessons- Teach students of all ages, including adults- Create adapted lessons for students with special needs- Focus on student centric learning, i.e. moving at the pace of the student, choosing repertoire that captures their interests, and keeping lessons positive- Offer private tutoring for the Music Theory AP test- Create studio policies and standards- Process monthly payments through checks, credit cards, and cash- Prepare student recitals including venue, logistics, programs, and refreshments

- Responsible for managing 10-18 tier 1 direct reports through monitoring metrics, call shadowing, processing PTO, progressive discipline, and customer service skill coaching- Oversee a total of 70-80 tier one technical support agents- Collaborate with supervisors, tier two agents, quality assurance specialists, trainers, subject matter experts, and all other departments to ensure the best customer experience- Interview candidates for the tier one role, supervisor openings, and subject matter expert openings- Meet monthly with each report to review their metrics, offering praise and positive reinforcement for the metrics they are excelling in, as well as coaching them in the metrics they have room to improve in- Monitor team chats to ensure all remote employees are getting the assistance they need to best serve our customers in a timely fashion- Create training videos through Microsoft Stream to help remote employees understand new internal processes- Meet weekly with the Technical Support Management team to discuss ongoing improvement initiatives, discuss areas for growth, and report progress on individual projects- Answer questions in Supervisor Chat from all tier one agents- Send out technical alerts through Microsoft Outlook with agent instructions for specific incidents/events- Take customer escalation calls using active listening to understand the customer’s perspective and concerns, then use any tools at my disposal to help them find the best resolution, often ensuring they are handed off to an agent who can solve any technical issue they are still looking to have resolved

- Started Pandemic Based Programs- Saw a need for employee morale improvement through the Covid pandemic- Created employee satisfaction surveys, analyzed results, and brought constructive feedback to managers to help work through the changes employees were challenged by- Brought ideas to my managers and was given permission to take time to focus on company culture, employee satisfaction- Created Microsoft Teams group called “Staying Connected” with water-cooler style channels about shared interests, cooking, literature, video games, pets, and more- Published a monthly newsletter created in Adobe InDesign which featured employee updates, new children, home purchases, awards won, travels, weddings, etc. Showcased employee’s pet photos (a company favorite). Announced virtual gatherings- Hosted “game breaks” for team members during low call volume hours to allow employees to socialize- Worked with my manager to set up monthly SnackMagic allowances for employees in lieu of the lunch we used to cater for employees in office Monday through Friday- Met with all new hire classes to share our company culture initiatives and welcome all members to the team

New Hampshire

- Take incoming calls for technical help from clients- Utilize UDAS method to provide the most efficient assistance- Troubleshoot customer problems, emailing through QuickBooks and Outlook, internet connectivity problems, educating customers on how to utilize the cloud hosted desktop, and more- Utilize tools including Salesforce, PureCloud/Genesys phone system, Active Directory, Screen Connect, ScreenMeet, and customized internal programs to handle calls and take notes- Train new tier one agents through shadow process, first allowing the new hires to shadow my calls for 1-2 weeks, then shadowing their calls for 1-2 weeks, providing a debriefing as needed between calls to discuss processes used, answer their technical questions, and coach them as needed on both technical skills and soft skills

100 Main Street, Nashua, Nh

- Customer service manager, assisted customers in finding materials for projects, offered project inspiration, addressed any customer concerns- Weekly e-newsletter author, highlighting customer projects, sharing event calendar, links to booking classes- Social media specialist, posted customer projects, promoted classes, announced arrivals of new merchandise- Inventory management, ensured shelves were neat and organized for ease of shopping, kept track of what was in stock and what needed ordering- Expert knitting and crochet instructor, taught children and adults how to knit and crochet, taught special classes on advanced techniques, led knit-a-longs to encourage customer skill growth and community- Met with vendors to find new and exciting products for customers to enjoy