Melissa Deplacido Email & Phone Number

Billerica, Massachusetts, United States

Promoted to a lead role to mentor, manage and support the Southwest and New York City Account teams. Responsibilities included:- Serving as a mentor and provisioning expert for the team of 25+ Specialists- Managing a direct team of 4 Onboarding Specialist in their daily workflow and needs- Supporting the training for all new hires and the continued training needs for the existing onboarding team. - Directly Managing all onboarding needs for 300+ Texas based customers after a company acquisition of another digital company. - Managing a large scale product integration by supporting internal teams with all necessary training and documentation required to support customers.- Successfully onboarding the biggest school district in the country alongside other priority school districts in the territory.

Billerica, Massachusetts, United States

Promoted to a senior level role to mentor and support the West regional Account Specialists team and advise on and improve internal processes. Responsibilities included:• Training and supporting new hires and existing employees on new and updated onboarding procedures.• Collaborating with other internal teams to improve efficiencies for internal and external stakeholders• Becoming a product expert for the Teacher Toolbox and supporting the Account Management team in their onboarding and implementation needs related to this product.• Successfully Managing the onboarding and provisioning of 100+ accounts in the California.

North Billerica, Massachusetts

Responsible for the initial setup and provisioning for new customers and the provisioning maintenance for existing customers. Responsibilities included:• Building and maintaining relationships with an average of 50 accounts through check-ins, general support, and renewals.• Addressing and responding to client concerns with clear and consistent communication.• Preparing and co-presenting the Annual-2017 company-wide meeting with CEO live to 400+ employees

Waltham, Massachusetts

Responsible for the implementation, training and monitoring of our real estate management software, supporting real estate property management executives and staff.Responsibilities include:o Maintain a revolving book of approximately 25 client software implementationso Monitoring the performance of your assigned accounts, and working with clients to create policies, procedures and work flowso Responsible for the creation and delivery of quarterly/monthly account performance reports and analysiso Providing recommendations to improve client property performanceo Driving resolution for all issues related to client requestso Coordinating meetings with client executives and other key partnership memberso Working closely with Customer Support Representatives and other internal staff for monitoring and assisting with user issueo Understanding client configuration and work with IT/Development as it relates to new product releases

Process all searches (criminal, civil, miscellaneous, international, and others) utilizing in-house application and internet web sites.Review, analyze and filter variable record type results and apply client criteria.Follow policies and procedures as they pertain to individual accounts.Conduct data entry of record information while consistently following departmental procedures

Bachelor Of Science (B.S.), Criminal Justice And Corrections

Spanish Language And Culture, Spanish And Iberian Studies, A

Activities and Societies: Volunteer at Hello! English as a English teacher