Melissa Stagg Email & Phone Number

Houston, Texas Area

Management of the Delivery Operations Team of HESI Testing division

Houston, Texas Area

Manage vendor relations and coordinate with corporate staff to ensure project is managed with efficiency.Investigate and escalate technical issues to appropriate technical support team for resolution.Coordinate software updates and releases with stakeholders.Organize and participate in user-acceptance testing prior to deployment, including creation of test scripts, scheduling resources, and certifying releases for deployment.Develop release announcements and training documentation for user groups.

Houston, Texas Area

• Support customers on a daily basis by phone or email by providing technical support for our secure testing products requiring good analytical skills and technical knowledge of the products, as well as an understanding of current trends in the relevant program areas.• Validate and maintain accounts by training clients and empowering them to implement our products in to their program, as well as tracking and entering accurate information into our customer database to facilitate research on trends, while ensuring that all confidential information is secure.• Utilize secretarial skills to manage account files, develop internal and external correspondence and revise electronic documents.• Provide training to entry level Product Specialist and Receptionist candidates.• Provide input and contribute to product documentation and associated website functionality, maintain FAQ’s and other existing support tools.• Install, test and demonstrate solutions to reported support cases via remote connection.• Research reported product deficiencies and take ownership of all relevant customer requests providing follow up and corrective action.

Houston, Texas Area

Maintained communication link between the offices within the region, as well as between the company and the national strategic accounts in support of ongoing projects and service.Managed Customer Service Representatives in the region in accordance with assigned duties and responsibilities.Employed and facilitated training program for new hires.Qualified potential clients based on financial and need driven information.Maintained accounts with national and local clients ensuring that proper procedures were followed in payables, receivables, collections, and warranty provisions.Collaborated with Senior Management, CSR’s, and Service Technicians to identify adverse trends and take corrective action to achieve goals.Prepared contracts and associated legal documentation required for completion of projects and maintenance plans.Demonstrated commitment to customer satisfaction by consistently providing quality service to internal and external clients.

Houston, Texas Area

Managed workflow processes and documentation for the local office.Assisted in developing policies and procedures for the Service Department.Developed business relationships with clients assisting with account management and corrective actions to resolve disputes.Reviewed and prepared contracts, receivables, bids, proposals for the local office and the Austin, Texas office.Trained and assisted peers with software implementation and troubleshooting.Developed and distributed sales and promotional material for prospective clients