Melissa Borko work email
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I am an accomplished Senior Customer Experience Leader and Product Owner with over 20 years of experience driving exceptional customer journeys and optimizing team performance. My expertise lies in identifying and resolving customer pain points, implementing impactful improvements, and enhancing product, policy, and system processes to deliver superior customer experiences.By leveraging cross-functional collaboration and data-driven insights, I develop customer-centric, revenue-generating strategies that deliver measurable value. With a commitment to leadership and fostering a positive work culture, I build motivated teams that consistently achieve outstanding results for both internal and external stakeholders.
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Victorinox
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Senior Manager, Customer ExperienceVroom Jan 2021 - Apr 2024Houston, Tx, Us -
Senior Manager - Customer Care - Product And Customer ExperiencePriceline May 2020 - Jul 2020Norwalk, Ct, Us -
Senior Manager, Customer Care - Product Support/Escalation ManagementPriceline Mar 2017 - May 2020Norwalk, Ct, Us
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Senior Manager, Customer Care - HotelsPriceline Mar 2015 - Mar 2017Norwalk, Ct, Us
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Operations Product ManagerPriceline Apr 2007 - Mar 2015Norwalk, Ct, Us- Support launch of new business products by adding operations requirements to business specs, developing content to be displayed on the website, and create and maintain policy training and scripting for call center agents- Manage targeted performance levels for product teams and call centers by monitoring quality assurance across all agent workgroups and assist centers in maintaining a 90% service level - Responsible for monitoring call costs through formal coefficient analysis and implement initiatives to reduce call drivers - Promote a positive customer experience and improve customer satisfaction by enhancing website disclosure, customer service policies/procedures, and analyzing customer satisfaction survey data - Responsible for managing daily customer service issues by diagnosing the problem, provide a resolution to the customer, and follow up with the product teams to ensure the issue is resolved while staying within the targeted service level - Manage business relationship with new acquired partners and ensure new business is compliant with priceline operational standards and requirements- Identify operational processes that are impacted by product line changes, including changes to the IVR, phone sales channel, and CARES customer service application
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Operations Quality Assurance And Sales AnalystPriceline Oct 2006 - Apr 2007Norwalk, Ct, Us- Responsible for managing quality assurance calibration program across six call center locations- Manage business quality assurance guidelines across all products, updating content when needed and ensure distribution across all call centers- Monitor all call center compliance with quality assurance guidelines set forth- Create and maintain reporting on quality assurance metrics and scorecards, including center and auditor calibration variance and end of month/quarter center variance - Manage all phone sales reports including weekly sales metrics, new product inquiry report, monthly sales team and web booking report, and monthly agent incentive report. Deliver analysis of these metrics to upper management
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Staff Assistant To Director And Managers Of Quality And Training DepartmentHealth Net Aug 2004 - Sep 2005Woodland Hills, California, UsHealth Plan Operations East- Responsible for the maintenance of all training classes with a focus on claims, claims auditing, call center and soft skill courses.- Provided support for the development and enhancement of training by scheduling, preparing and distributing all training materials for each class. - Assisted in successful launch of the enhanced blended training program for customer contact center.- Coordinate and assist staff moves and location set up for both new hires and existing staff.- Responsible for preparing and following up on requests for the system access team and new hire associates within training classes.- Administrative duties include creating spreadsheets applicable to training courses as well as coordinating all travel arrangements while preparing and processing expense reports.- Accountable for purchasing office supplies and equipment, processing check requests and purchase requisition forms. -
Assistant To Director Of Quality And Performance ImprovementRoger Williams Medical Center Sep 2003 - Dec 2003Providence, Ri, Us- Interned as the assistant to Director of Quality and Performance Improvement- Analyzed physicians' hospital admissions data and summarized survey results to be presented throughout hospital- Prepared comparative analysis of CON applications- Worked with customer service task force to assist, produce, and establish patient centered goals for the coming fiscal year.- Work with regulatory compliance commission to ensure hospital remained in compliance with all regulations and policies.
Melissa Borko Skills
Melissa Borko Education Details
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Providence CollegeHealth Policy And Management
Frequently Asked Questions about Melissa Borko
What company does Melissa Borko work for?
Melissa Borko works for Victorinox
What is Melissa Borko's role at the current company?
Melissa Borko's current role is Senior Manager, Customer Experience.
What is Melissa Borko's email address?
Melissa Borko's email address is me****@****ine.com
What is Melissa Borko's direct phone number?
Melissa Borko's direct phone number is +120329*****
What schools did Melissa Borko attend?
Melissa Borko attended Providence College.
What skills is Melissa Borko known for?
Melissa Borko has skills like Leadership, Customer Experience, Performance, Microsoft Powerpoint, Customer Retention, Escalation, Customer Satisfaction, Agile Methodologies, Team Management, Team Leadership, Process Improvement, Scrum.
Who are Melissa Borko's colleagues?
Melissa Borko's colleagues are Michelle Arnold, Veronique Maeder, Luis Enrique Mota Pérez, Svitlana Kondrashova, Rahul Kamble, Lorenzo A Marca, Saroja Rao.
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