Melissa Read Email & Phone Number

Dewey-Humboldt, Az, Us

Phoenix, Arizona Area

While at Splash, I began to develop the Quality Assurance initiative for both external and internal communications. I supported worldwide Enterprise-level clients on a regular basis, displaying technical expertise through inbound calls and written communication. I created and conveyed platform issues to development teams, leading to periodic fixes. In addition, I developed strong client connections by providing excellent customer service, which resulted in high client retention and… Show more While at Splash, I began to develop the Quality Assurance initiative for both external and internal communications. I supported worldwide Enterprise-level clients on a regular basis, displaying technical expertise through inbound calls and written communication. I created and conveyed platform issues to development teams, leading to periodic fixes. In addition, I developed strong client connections by providing excellent customer service, which resulted in high client retention and satisfaction.Noteworthy Achievements: • Achieved a client satisfaction rating consistently above 90% by addressing and resolving concerns promptly and professionally.• Authored outcome-based training materials for internal and external use, including personalized guides tailored to clients' specific workflows. Show less

Phoenix, Arizona Area

As a Quality Assurance Analyst, I conducted weekly company-wide compliance and standard operating procedure reviews to ensure conformity to legal standards and procedures. I routinely delivered precise projects and reports ahead of weekly deadlines, demonstrating great performance in a deadline-intensive environment. On a monthly basis, I coordinated a critical role in peer mentoring by delivering training, watching, leading, and providing feedback to colleagues.Key… Show more As a Quality Assurance Analyst, I conducted weekly company-wide compliance and standard operating procedure reviews to ensure conformity to legal standards and procedures. I routinely delivered precise projects and reports ahead of weekly deadlines, demonstrating great performance in a deadline-intensive environment. On a monthly basis, I coordinated a critical role in peer mentoring by delivering training, watching, leading, and providing feedback to colleagues.Key Accomplishments:• Coached and trained colleagues on topics delivered by higher management through observation, guidance, and feedback, resulting in a significant 10% increase in accuracy• Demonstrated effective time management and organizational skills, consistently meeting or exceeding Key Performance Indicators (KPIs) with a remarkable 90% average. Show less

Phoenix, Arizona Area

• Persistently sustaining high customer satisfaction and contact volume through outbound,inbound, and web chat functions• Effective use of time management and organizational skills, based upon the Key Performance Indicators of a fast paced environment.• Adaptability to learn new procedures, processes, roles and responsibilities to better assistcurrent, former, and potential students.• Excelling in an ever changing work environment and an effective team… Show more • Persistently sustaining high customer satisfaction and contact volume through outbound,inbound, and web chat functions• Effective use of time management and organizational skills, based upon the Key Performance Indicators of a fast paced environment.• Adaptability to learn new procedures, processes, roles and responsibilities to better assistcurrent, former, and potential students.• Excelling in an ever changing work environment and an effective team player• Receiving and implementing coaching given from Contact Center Leadership Show less

Phoenix, Az

• Consistently maintained high customer satisfaction ratings through monitoring and coaching of productive client support staff• Developed strong relationships with clients through communication and follow up skills• Created, established, and maintained customer support scripts and email templates• Advanced research skills to ensure that all information is implemented properly by staff

Phoenix, Arizona Area

• Physical assistance with bathing, dressing, and other daily routines• Support with school work and basic learning skills• Prepared and administered prescribed medications• Meal prep and housekeeping