Mellisa Sullivan Email & Phone Number

Salem, Ma, Us

• Led enablement as a one-woman team, providing comprehensive support to sales, post-sales, and clients, ensuring seamless alignment across all stakeholders.• Consistently grew and enhanced a dynamic knowledge base, tailoring resources for both internal teams and clients, resulting in a 25% increase in usage and improved accessibility.• Developed and streamlined onboarding programs, reducing onboarding time through targeted initiatives and ensuring consistent department training.• Created and managed targeted training and certification programs for sales and post-sales teams, focusing on key product launches like Incentivio Payments, driving knowledge retention and product success.• Collaborated cross-functionally with product and engineering teams to produce up-to-date training materials, ensuring smooth product rollouts and increasing user adoption.• Continuously optimized enablement programs by leveraging feedback and performance data, improving their impact and effectiveness.• Initiated and implemented monthly enablement sessions for Customer Success and Sales, improving customer experience and cross-functional collaboration.• Founded and led “Leaders Developing Leaders,” a monthly session fostering personal and professional growth among leaders and individual contributors.

• Reduced support ticket backlog by 25% and response time by 80%, significantly improving team efficiency and customer satisfaction.• Led the successful UI conversion for 40+ mobile app clients, ensuring a smooth transition and delivering a seamless user experience across multiple platforms.• Onboarded and trained 6 new hires, scaling the support team from 2 to 8 full-time employees within 18 months to meet growing demand.• Served as the primary liaison and subject matter expert between product and post-sales teams, driving seamless product launches and delivering impactful training sessions that improved team alignment and client readiness.• Provided comprehensive technical and strategic support to clients ranging from SMB to Enterprise, delivering high-quality service via email, phone, and virtual training (1:1 and 1:many).• Advocated for and transitioned into the Enablement Manager role in January 2024, demonstrating leadership in enhancing training and enablement efforts across the company.

Salem, Massachusetts, United States

• Provided direct mental health care to inpatient psychiatric patients, coordinating individualized interventions to support patient recovery.• Collaborated with a multidisciplinary team to develop and execute treatment plans, ensuring cohesive care and adherence to hospital policies and federal regulations.• Assisted with group therapy sessions, occasionally serving as a group leader, facilitating patient engagement and therapeutic outcomes.• Executed behavioral interventions for agitated patients, utilizing less restrictive alternatives and participating in patient restraints when necessary.• Supported patient daily living activities (ADLs) and contributed to vital sign monitoring and case documentation.

Salem, Massachusetts, United States

• Delivered exceptional customer service via digital channels (chat, email, online banking), ensuring a positive customer experience across all interactions.• Expertly navigated Salem Five’s product offerings and digital platforms, including mobile banking and online services, to assist customers with deposit, loan, and account inquiries.• Identified and reported potential fraud while maintaining awareness of fraud prevention techniques to safeguard customers and the bank.• Collaborated across departments by cross-selling products and referring clients to other divisions, enhancing customer satisfaction and promoting bank services.• Adapted to new technologies and tools, maintaining proficiency in digital banking, mobile platforms, and desktop applications (Excel, Word, etc.) to support evolving customer needs.

Salem, Massachusetts, United States

• Delivered exceptional customer service to consumer and business clients across multiple channels, primarily through phone, in alignment with the bank’s multi-channel service strategy.• Demonstrated proficiency in Salem Five’s product offerings, including digital banking platforms, consumer and business deposit accounts, and loan products.• Collaborated with teams across the bank to support customer needs, provided referrals, and cross-sold relevant products and services.• Identified and reported fraud or suspected fraudulent activities, maintaining a high level of awareness in fraud prevention to protect both customers and the bank.• Adapted to new technologies and embraced ongoing training to enhance customer interactions and improve overall service delivery.• Gained proficiency in mobile platforms, desktop applications (MS Office), and email/messaging systems to ensure smooth customer communication.• Supported team efforts within the Contact Center, contributing to a collaborative environment focused on providing an outstanding customer experience.

Peabody, Massachusetts

• Identified sales opportunities and deepened customer relationships, growing market share through collaboration with branch management and internal business partners.• Uncovered customer needs and cross-sold products such as business loans, merchant services, insurance, and investments, driving revenue growth.• Engaged in proactive sales activities, including outbound calling, onboarding, and follow-up to close business and enhance customer satisfaction.• Delivered exceptional customer experiences by building personal connections, assessing financial needs, and recommending tailored solutions.• Developed a strong understanding of banking products and operations, ensuring proficiency in both sales and teller functions.• Proficiently used digital technologies and desktop applications (MS Office) to support efficient banking operations and customer engagement.• Ensured compliance with policies, branch operations, and audit requirements, including ATM and vault management.

Danvers, Massachusetts

• Led a team of 15-20 FTE, fostering a customer-focused culture and overseeing the recruitment, training, and development of a store-wide team of 75.• Drove a 21.9% increase in new cardholder relationships and a 1% rise in rewards memberships, generating over 5,000 new customer relationships and $5M in credit.• Surpassed company-wide customer satisfaction goals, consistently exceeding the 70% benchmark in Avannis surveys.• Collaborated with cross-functional teams to implement service experience tools, processes, and systems that enhanced the customer shopping experience and increased overall sales.• Motivated and mentored employees, driving continuous improvement in service delivery and contributing to a high-performing, customer-first team culture.

Danvers, Massachusetts

• Led a team of 10 FTE across 9 departments, driving a 3.9% increase in volume and generating an additional $150K in revenue through effective leadership and operational management.• Developed and executed merchandising strategies that improved department performance and optimized product placement, enhancing customer engagement and sales.• Promoted for successfully managing competing priorities in a fast-paced environment, resolving complex customer interactions, and maintaining high service standards.

Burlington, Massachusetts

• Collaborated with the Department Manager to train, develop, and lead a team of 10 direct reports, ensuring alignment with company goals and customer service standards.• Merchandised sales floors to highlight seasonal trends and execute company-wide initiatives, driving customer engagement and increasing sales.• Certified BOC Mastectomy Fitter and leader of Nordstrom Burlington’s Prosthesis program, providing compassionate wardrobe solutions to breast cancer survivors and enhancing customer loyalty through specialized service.

Peabody, Massachusetts

• Utilized CRM software and rewards programs to build and maintain strong customer relationships, driving repeat business and sales growth.• Earned Customer Service All Star recognition and Pacesetter status by exceeding annual sales targets by 25%, generating over $350K in revenue.• Graduated from the Future Nordstrom Leaders management training program (June 2015), gaining valuable leadership skills and positioning for career advancement.

Bachelor Of Science - Bs, Psychology, 3.881

Minor in Sociology. Graduated summa cum laude.

Associate Of Arts - Aa, Liberal Arts And Sciences, General Studies And Humanities, 4.0

Transferred to Northeastern University with a 4.0 GPA to complete my B.S. in Psychology. Received Dean’s List recognition all 3 semesters.