Melissa Rodger Email & Phone Number

Arizona, United States

• Collaborated with residents and community partners to create and facilitate over 100 unique events annually for a community of 900 homes.• Led the development, management, and execution of events year-round, engaging a diverse demographic.• Administered a comprehensive events and programming calendar, ensuring smooth operations and high participation.• Managed and optimized an annual budget for activity income and expenses, ensuring fiscal responsibility.• Established strategic partnerships with local businesses and organizations, enhancing community offerings.• Developed and enforced policies for homeowner handbooks and social media usage.• Designed and executed content strategies for multiple communication channels, including the community website, newsletters, and social media, increasing engagement rates.• Created weekly resident communications and social media engagement, maintaining a high level of interaction.• Delivered event summaries and performance metrics to senior leaders, ensuring alignment with community goals.

Gilbert, Arizona

• Oversaw and mentored a team of high-performing tier 2 technical support agents aiding customers via email, chat, and JIRA ticketing systems. JIRA to track trends, oversee tasks for product engineering teams, and prioritize assignments for subject matter expert (SME) teams.• Instituted a leveling program to equitably distribute workloads, resulting in a 20% annual reduction in attrition rates.• Formulated personalized learning plans and coaching strategies for team members, nurturing pathways to advancement, leading to an increase of 30% promotion rates to other technical departments.• Resolved critical issues from partners and other teams. • Orchestrated weekly team meetings to brainstorm ideas for enhancing customer satisfaction scores (CSS) and slashing average handle time (AHT) of chats by 20%. • Cultivated relationships with departments globally to amplify overall customer satisfaction score (CSS) by 5%. • Monitored metrics and processes through Tableau reporting and data analysis. • Conducted data analysis and A/B experimentation to refine training best practices. • Implemented Greenhouse and Talent Acquisition best practices for hiring across various business levels.• Restructured a comprehensive library of standard procedures and training resources for diverse business levels. • Acquired and disseminated expert knowledge on processes, products, and projects related to day-to-day operations through Confluence and Sharepoint. • Tailored engagement opportunities and contests to drive Key Performance Indicators (KPIs) and nurture team culture and morale for a remote global team through content creation, Sharepoint and newsletters.

Gilbert, Arizona

• Played vital role in enhancing the culture & overall working environment of the department in a virtual setting by developing unique & engaging incentives programs to drive KPIs & generate positive ROIs.• Created engaging content, communications and swag offerings that increased employee engagement by 50% and NPSscore increases by as much as 20%.• Cross departmental development to create more clear processes to ordering and event planning.

• Tier 2 technical support representative offering assistance through email & chat. • Partnered with SME and developers to better influence sprint processes and bug tracking based on customer input.

• Created websites that increased new business growth by 25-50%.• Developed training plan covering 45 different products distributed globally which resulted in a 65% increase to new department revenue.

Arizona, United States

• Front office and back-office experience. • Medical dictation, budgeting, material orders, inventory, accounts payable and on-site tech support. • Led strategic initiatives in social media and web presence management, resulting in a notable 30% uptick in new patient appointments through the successful development and administration of an impactful website.

• Managed portfolios for businesses ranging from $500,000 to $1,000,000 in annual sales.• Cultivated vendor relationships that decreased cost of truckload item quantities to save clients over 20% from regular listed catalog price. • Improved relations for Phoenix & Tucson sales area teams during on-boarding and development, resulting in a more positive training and customer experience.