Head Of Support
Current
Aug 2024 - Present
AeroLeads people directory · profile
Melissa Stern Email & Phone Number
Head of Support @ Nayya | Customer Support, Team Leadership
at
Nayya
1 work email found
@u.rochester.edu
LinkedIn matched
✓ Verified May 2026
4 data sources
Profile completeness 100%
Current company
Role
Head of Support @ Nayya | Customer Support, Team Leadership
Location
New York, New York, United States
Who is Melissa Stern? Overview
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Quick answer
Melissa Stern is listed as Head of Support @ Nayya | Customer Support, Team Leadership at Nayya, based in New York, New York, United States. AeroLeads shows a work email signal at u.rochester.edu and a matched LinkedIn profile for Melissa Stern.
Melissa Stern previously worked as Head of Support at Nayya and Director of Customer Support at Guideline. Melissa Stern holds Ux Design & Research from General Assembly.
Company email context
Email format at Nayya
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*@u.rochester.edu
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AeroLeads found 1 current-domain work email signal for Melissa Stern. Compare company email patterns before reaching out.
Profile bio
About Melissa Stern
Melissa Stern is a Head of Support @ Nayya | Customer Support, Team Leadership at Nayya. She possess expertise in leadership, recruiting, public speaking, community outreach, data analysis and 16 more skills.
Listed skills include Leadership, Recruiting, Public Speaking, Community Outreach, and 17 others.
Current workplace
Melissa Stern's current company
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16 roles
Melissa Stern work experience
A career timeline built from the work history available for this profile.
Director Of Customer Support
Ensure the delivery of an exceptional customer experience at scale by overseeing a team of 37, including 4 Managers and 30+ specialists. KPIs include CSAT, T-fir, T-res, total volume solved, and customer wait times.Scale the business by upleveling support agents to specialists by owning more technical workflows while maintaining the same headcount with 40%.
Jun 2023 - Aug 2024
Senior Manager, Customer Success
- Led team of high performing agents meeting KPIs, >90% CSAT, <4 hour T-Fir and <30 second wait times. - Oversaw department-wide initiative to build and publish 50+ desktop procedures streamlining daily tasks and workflows.
Jun 2021 - May 2023
Manager, Customer Success
- Responsible for KPIs with a focus on coaching and professional development for direct reports.- Managed customer escalations and monitored industry trends.- Produced, executed, and maintained training modules for new hires.
Aug 2018 - Jun 2021
Customer Success Manager
Jan 2018 - Aug 2018
Customer Success Associate
- Act as the first point of contact for general client inquiries through phone and email inbound- Drive exceptional standards for Customer Support operations to ensure customer needs are operating efficiently- Support collaborative communication with cross-functional teams
Jan 2017 - Dec 2017
Project Manager
- Build and lead opportunity for insurance agents to franchise the company’s software
- Act as liaison between clients and insurance companies by writing monthly newsletters and ensuring that contracts and commissions are accurate and distributed properly
- Work across platforms and manage projects for the product, support and sales teams to help streamline internal processes
Aug 2015 - Dec 2016
Customer Success Associate
- Enrolled people in insurance plans available through the Affordable Care Act
- Partnered with product team to create comprehensive and educational information to clients regarding the intricacies of health insurance plans
- Produced and executed training modules for new support hires
Oct 2014 - Aug 2015
Human Resources Assistant
- Supported recruitment activities by attending job fairs, screening resumes and selecting viable candidates
- Regulated and audited compliance-related data
- Trained incoming HR Assistant
Jun 2013 - Jan 2014
Co-Administrative Chair (Gift Chair)
- Developed outreach strategies and fundraising events with the University’s Office of Advancement to encourage the value of the senior class gift
- Analyzed quantitative data to drive decision-makingMaintained weekly contact with deans, faculty, students and alumni
May 2012 - Jun 2013
Student Alumni Ambassador
Mar 2012 - May 2013
Nov 2010 - May 2013
Vp Membership Education
Nov 2011 - Nov 2012
Secretary
Oct 2010 - Nov 2011
Meridian Recruitment And Training Leader
Rochester Admissions
Recruit and Train potential and current tour guides.
Sep 2011 - Sep 2012
Jul 2010 - Aug 2010
2 education records
Melissa Stern education
Ux Design & Research
General Assembly
Bachelor Of Arts (B.A.), Public Health
University Of Rochester
FAQ
Frequently asked questions about Melissa Stern
Quick answers generated from the profile data available on this page.
What company does Melissa Stern work for?
Melissa Stern works for Nayya.
What is Melissa Stern's role at Nayya?
Melissa Stern is listed as Head of Support @ Nayya | Customer Support, Team Leadership at Nayya.
What is Melissa Stern's email address?
AeroLeads has found 1 work email signal at @u.rochester.edu for Melissa Stern at Nayya.
Where is Melissa Stern based?
Melissa Stern is based in New York, New York, United States while working with Nayya.
What companies has Melissa Stern worked for?
Melissa Stern has worked for Nayya, Guideline, Healthsherpa, Publishers Clearing House, and University Of Rochester, Senior Class Council.
How can I contact Melissa Stern?
You can use AeroLeads to view verified contact signals for Melissa Stern at Nayya, including work email, phone, and LinkedIn data when available.
What schools did Melissa Stern attend?
Melissa Stern holds Ux Design & Research from General Assembly.
What skills is Melissa Stern known for?
Melissa Stern is listed with skills including Leadership, Recruiting, Public Speaking, Community Outreach, Data Analysis, Research, Event Planning, and Social Media.
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