Melissa Skaar Email & Phone Number

Las Vegas, Nevada

● Developed the Monthly Sales and Support presentation to highlight credit unions that need additional training, areas for improvement in our software and opportunities to increase sales contracts● Reproduces software anomalies, determining the troubleshooting steps to correct the issue, if the feature or message is intended or a software bug, performing software upgrades when needed● Documents support requests via ticketing systems CRM and Salesforce, sets them to appropriate priorities, escalates if needed● Assists in adding to the internal department Wiki, creating and updating articles●Reproduces reported software bugs and software errors.●Installs new software and completes upgrades on servers and client workstations.●Assists IT staff and end-users in use of application software.●Works with 3rd party vendors that integrate with Alogent software.●Assists with adding to and editing knowledgebase website.●Develops, manages & maintains client relationships.●Upgrades software on SQL databases with Microsoft SQL management studio●Take, document, and follow up technical support calls in CRM and Salesforce.●Holds meetings with assigned clients to proactively identify customer needs.●Identifies customer service issues, drives escalation and resolution efforts.●Hosts webinars via Gotomeeting.com, Join.me, Webex, Teams, and LogMeInRescue to demonstrate software and troubleshoot for clients●EIM QA projects to assist in testing future software releases

Las Vegas, Nevada Area

Logo and website design.

Las Vegas

Quality Assurance and Compliance - Google Wallet campaign● Responsible for analyzing, drafting and delivering recommendations to improve quality of service. ● Generates internal reports on Customer Experience data and Root Cause Analysis. ● Meets with Team leads and Customer Experience Lead to reveal findings, trends, and recommendations that will benefit operational KPIs. ● Participates in weekly, quarterly and annual quality reviews and calibrations. ● Presents and updates quality guideline decks to new and existing agents. ● Completes random audits for phone calls emails and online chats.● Updates daily statistics for reporting trends and challenges.● Completes side by sides, coaching of agents, triads, and interacts in team meetings to find areas of improvement and strategies to meet goals. ● Provides coaching for analyst skill development and promotes learning corporate initiatives.Technical Account Manager - Google Invite Media/DBM & DFA campaigns -● Acts as a point of contact to provide consultative technical support and strategic relationship management to top online agencies and advertisers for Google’s Invite Media, DoubleClick Bid Manager (DBM), and DoubleClick for Advertisers (DFA) platforms.● Acts as a point of escalation for the resolution of complex client technical issues, from analysis and research to coordination of resources.● Scopes and collects customer requirements, providing guidance on best practices and applying technology and product knowledge to address customer's business and technology needs.● Drives customer communications and technical issue resolution, resulting in the highest level of customer satisfaction ● Inculcates client end-users on product usage, from the basics to best practices, via onsite and webinar training. ● Initiates and drive to completion both short term and long term internal projects to both improve and scale solutions the team provides to our clients

Development and creation of art assets for projects.

Las Vegas

● Provided technical resolutions for SCEA products and services to end-users in a clear, user-friendly, and professional manner. ● Performed question diagnostics while guiding users through step-by-step solutions. Solutions included resolving username and password problems, billing inquiries and updates, guiding customers through uninstalling and reinstalling software applications, verifying proper hardware set up, power cycling equipment, assisting with navigating system, game, and application menus.● Stayed current with system information, changes, and updates to software and hardware. Participated in the team that reviewed and tested new order input and tracking software (MashUp). Assisted with Sony Entertainment Network account registration and updates. Guided users through network setup, diagnosed and resolved technical hardware and software issues involving internet connectivity.● Researched required information using available resources, followed standard processes and procedures. ● Identified and escalated priority issues per Client specifications. ● Made customers and their needs a primary focus, developing and sustaining productive and positive customer relationships. ● Offered alternative solutions where appropriate with the objective of retaining customers and ensuring confidence in my intentions and those of the SCEA. ● Up-sold the new PS Vita to all customers at and before launch. ● Recommended the PlayStation Protection Plan to qualified customers to ensure continued and quality care on their SCEA product investments.

Las Vegas, Nevada Area

● Setup and support of affiliate websites,● Resized web images and maintained electronic files● Assisted with domain forwarding● Maintained users in traffic rotation● Assisted with billing for premium websites● Created conversion reports and compression reports● Replied to support tickets● Deleting inactive accounts● Configured online shopping carts● Configured YPC email accounts● Filed refund statements● Disputed chargebacks● Updated and maintained online troubleshooters● Entered in applications, processed data, and orders● Closed and created consultant accounts● Answered questions pertaining to orders and accounts● Tracked packages, submitted UPS tracers, filled out and faxed paperwork to complete tracers, replaced orders and missing items, exchanged defective items ● Covered receptionist duties and 6 line switchboard when needed● Calmed down upset consultants and customers● Advised consultants and customers of current policies and procedures, answered questions about products.● Issued credits for shipping and returned items● Trained new consultant service representatives on how to use the in house system and how to handle different call situations● Advised consultants how to use the back office portion of their business● Product tester● General e-commerce support

Bachelor Of Arts, Interactive Design And Game Development

Activities and Societies: Dean’s list, Editor at large - Myriad

Associates Of Applied Science, Graphic Technology - Animation Emphasis

Activities and Societies: Phi Theta Kappa3DS MAX (lighting, storyboard, particle systems, material map creation), NURBS, Compositing.