Melissa Fox, Inhc Email and Phone Number

Perform enterprise customer service & support for a cutting edge web service. Troubleshoot escalated technical issues, foster a positive online community for members, close client interaction and work with product development team to turn customer pain into customer delight.Responsibilities include (but are not limited to):Enterprise customer service & support for the Limeade SaaS PlatformTroubleshoot escalated user technical issues from the Tier 1 support team. Resolution may require analysis of excel and CSV files, analysis of data queried from our database, and insights gathered from data from our various support systems.Escalated support requests from our direct customers – which include sensitive and delicate communication skillsLiaison directly with our Product and Development teams to resolve issues.Strong understanding of technical and usability logic within a software or SaaS platform.General understanding of overall software and SaaS architecture – from the application layer to the storage layer and everything in between.Intermediate working knowledge of networksIntermediate working knowledge of email systems such as Exchange and GmailBasic to intermediate working knowledge of SQL Database architecturesBasic to intermediate working knowledge of HIPAA, PHI, and PII compliance regulationsPerforming management of paperwork & processes related to participant and member appealsWork with the larger team to develop scalable processes that allow Limeade to service users better and faster.Maintain and continue to build knowledgebase systemTier 1 Support training on program launches and refreshes for phone line testing services Play a key role at a high-growth high-tech company and critical member of the support/service teams.

Managed and built client relationships, provided customer service and technical support, configuration and maintenance of client online wellness sites, developed client data outcome reports, standardized procedures, processes and templates to improve company operation efficiencies, created promotional wellness campaign materials, developed program strategies, resolved troubleshooting technology issues.

Provided executive level support to Executive Director and Executive team. Coordinated and maintained heavy meeting and travel schedules, managed corporate and personal expenses, upkeep of quarterly projection forecast and annual budget, provided customer service to clients project management, coordinated and promoted logistics for onsite/offsite events and generated excitement around the programs to create a culture that supports leading a healthy lifestyle.

Provided executive level support to Executive Team (CEO, COO and EVP). Assumed office manager responsibilities, coordinated and maintained heavy meeting and travel schedules, acted as a liaison with corporate and field executives, event planning, project management, managed corporate/personal expenses and files, upkeep of corporate, personnel, and personal confidential records.

Provided executive level support to COO and EVP of HR. Coordinated and maintained heavy meeting and travel schedules, acted as a liaison with corporate and field executives, event planning, project management, managed corporate/personal expenses and files, upkeep of corporate, personnel, and personal confidential records, administrative staff recruitment and training, developed admin SOP.

Provided executive level support to CEO and COO. Coordinated and maintained corporate and personal schedule/database/expenses, extensive travel planning, event planning, client relations, project management, developed and implemented new client estimate billing templates and process, managed and maintained corporate newsletter, hired and managed admin staff, developed admin SOP, temp staff manager at major medical conferences (domestic and international). Recognized and awarded the Company MVP.

Direct report to President and Executive Account Team Responsibilities: Supported team of 8 executives, assumed general responsibilities of office manager a needed, maintained and controlled calendars, heavy travel coordination, revised media data for company reports, collected materials used for client presentations, tracked and recorded competitive marketing information, and generated job status and billing reports for clients.