Melissa Roncone Email & Phone Number

New York, United States

East Aurora, New York, United States

Buffalo, Ny

Manage an internal multi-level technical service desk and deskside service supporting the North American (including Canada) region and locally based office employees Responsible for providing superior customer service, leading and executing corporate initiatives, initiating process improvements within the team while interacting with other departments (domestic and international) focusing on mutually achieved performance.• Manage outsourced facility (Level 1 tech support) and participate… Show more Manage an internal multi-level technical service desk and deskside service supporting the North American (including Canada) region and locally based office employees Responsible for providing superior customer service, leading and executing corporate initiatives, initiating process improvements within the team while interacting with other departments (domestic and international) focusing on mutually achieved performance.• Manage outsourced facility (Level 1 tech support) and participate in contract negotiations • Initiate, develop and implement processes that relate to IT functions and service related to both Sodexo domestic and global IT standards.• Facilitate and coordinate formal monthly team and individual meetings, set goals and coach employees. Improve visibility of objectives, focused on achieving performance and results. • Conduct concierge services to employees and client/vendors involving the use of technical support and Audio-visual equipment in the Buffalo office• Active participant in implementations such as company (domestic and international) IT and departmental upgrades, such as ticketing system, call center applications and Office 365.. Show less

Buffalo/Niagara, New York Area

Develop, implement and manage a multi-customer service support call center department designed to be a “one stop’ call center solution for employees and patients within a multi-facility Healthcare organization. Directly responsible for all operational and financial aspects including capacity planning, budget analysis and credit card processing. Client liaison between all departments that are supported through the call center. Other duties include, creating and updating Service Level… Show more Develop, implement and manage a multi-customer service support call center department designed to be a “one stop’ call center solution for employees and patients within a multi-facility Healthcare organization. Directly responsible for all operational and financial aspects including capacity planning, budget analysis and credit card processing. Client liaison between all departments that are supported through the call center. Other duties include, creating and updating Service Level Agreements and union management, growth/project management, and enhancing quality of service and satisfaction.• Operations Project Lead for the implemented Patient Transport (multiple sites) and Service Response Center department programs throughout the organization.• Created additional revenue in cafeteria retail sales by initiating credit card transactions through the call center• Initiate and assist in consolidating multiple meal ordering menus to 1 menu • Successfully expanded services yearly for added value to the client while managing FTE ratios and support • Train and facilitate in coaching sessions • Involved bi-weekly and monthly rounding with managers, unit nursing staff and patients throughout the organization to enhance communication, consistency, support and quality of service within industry standards• Create and implement a new patient satisfaction survey to proactively remedy any issues prior to discharge and alerting management to perform service recovery.• Administrator and subject matter expert in dispatching system Show less

Implemented a program specifically designed to integrate a Tele-Sales environment within a small internet based company. Directed all operational and team aspects of a sales internet advertising department. Developed advertising strategies, and maintain relationships with existing advertisers. Responsible for account executives to initiate, develop and sell new accounts via phone and internet based communication.

Getzville, Ny

Developed, implemented and managed a department to integrate a Tele-Sales environment within a search and sales internet company. Responsible for all operations including employees, sales, lead generation, company goals, initiatives and outsourcing.

Bs, Communications/Broadcasting

Education record