Melissa Alicea Email & Phone Number

- Lead and mentor a team of six Customer Success Managers to ensure their success with our SaaS products and services, providing guidance and support to help them excel in their roles.- Develop and implement strategies to drive customer satisfaction, retention, and growth.- Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience.- Analyze customer data and feedback to identify opportunities for improvement and innovation.- Serve as the primary point of contact for escalated customer issues for the West Coast team, working to resolve them efficiently and effectively.- Act as a champion for the voice of the customer within the organization, advocating for their needs and priorities.

Orlando, Florida, United States

- Own overall relationship with customer which includes: Onboarding, Increasing adoption, ensuring retention and satisfaction, managing risk.- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.- Develop, prepare, and nurture customers for advocacy.- Work with customer to establish critical goals, or other key performance indicators and aid the customer in achieving their goals to provide ultimate value.- Work to identify and/or develop upsell opportunities.- Advocate customer needs/issues cross-departmentally.- Work as a team to build a world class Customer Success department

Poinciana, Florida, United States

- Facilitated students' exploration of interests, values, learning styles and personality assessments- Emphasized orientation to college, integrated student success skills, and developed individualized education plans. Students will learn and integrate practical applications to communicate across diverse populations- Helped students apply this knowledge in the creation of personal and career goals- Applied new knowledge by using reflection, collaborative learning experiences, and technology

West And Downtown Campus

- Assist the Director with strategic planning and implementing policies and procedures that govern the day-to-day operations of the Financial Aid Office- Hire, supervise, train, evaluate, and provide work direction and guidance to 7 assigned staff- Prepare and submit statistical and electronic data related to financial aid- Helped develop a remote work modal, which never existed, and a learning environment for the Financial Aid Office due to the growing concerns and impact of COVID-19- Collaborated on the Student Affairs Return to Campus Committee, developing a hybrid work environment.- Communicated work assignment expectations with our teams, planned meetings ensuring the financial aid office was moving in the right direction, established key deadlines, built agendas, and prioritized the topics of most urgency- Brainstormed and provided framework ideas, that evolved into design principles

Poinciana Campus

- Coordinate financial aid procedures to ensure compliant awarding of federal, state, and college funds for a diverse community, identifying unique needs and services- Utilize professional judgement and provide financial counseling for special populations, including Veterans- Provide supervision and guidance to staff on policies on current federal, state and institutional rules- Lead, collaborate, and contribute to college committees to promote financial competency in students, staff, and faculty- Manage information, education, and outreach for current and prospective students, and other relevantconstituents to support high needs populations- Maintain compliance with federal regulations to protect Title IV eligibility and proactively adapt tochanges in policies

Orlando, Florida, United States

- Prepared and delivered instruction and instructional materials to students- Provided feedback on students' progress, including evaluation of the student’s mastery of the English language in a timely manner- Prepared and submitted required documentation including course syllabus, student attendance, and final course grades- Created individualized plans for students with special requirements (e.g. learning disabilities)- Collaborated with educational staff to provide a positive learning experience to students

Orlando, Florida Area

- Operated my own retail store and managed risk- Created business plans, arranged finances, hired and supervised staff, reviewed sales, developed marketing strategies, and oversaw daily activities- Nurtured relationship with customers and vendors- Developed business and upsell opportunities

Osceola Campus

- Coached potential and current students in identifying, clarifying, and realizing personal, academic, andcareer goals- Collaborated with cross-functional team of advisors, contributing to enrollment, retention, and graduation outcomes- Initiated developmental advising strategies while disseminating information to students on enrollmentprocess- Learned, utilized, and adapted to educational technology- Advised students on college admissions, Florida residency for tuition purposes, academic progress, andfinancial aid procedures and policies

Osceola & East Campus

- Recruited, trained, and supervised work study staff for Financial Aid and Veterans Affairs offices- Co-created and led Financial Learning Ambassador Program (FLAP) in collaboration with faculty, staff, and students to enhance student financial success though peer mentorship- Reviewed financial aid and Veteran educational benefits electronic processing reports- Utilized professional judgment and knowledge of financial aid policies to determine student aid eligibility and awards- Collaborated with Students Services Departments and Faculty to resolve application processing problems- Designed presentations, policies and procedures to educate and award our clock hour students, resulting in a more than 50% increase in student retention

Osceola Campus

Master'S Degree, Public Administration

Bachelor'S Degree, International & Global Studies

Honors Degree Awarded Asian Studies Minor Deans List: Spring 2010, Fall 2010, Fall 2011 & Spring 2012 President's List: Fall 2009

Associate'S Degree, Transfer Plan: Political Science & Government

Member of Phi Theta Kappa Honors Certificate Awarded Presidents List: Fall 2007 to Summer 2009