Dante Orlandini
Melio Payments (Acquired by Xero)
Los Angeles,CA
1
Certification
8
years of professional experience
Accomplished Fintech and Public Affairs firm professional experienced in assisting government, private, and nonprofit institutions with communications, customer service, and public relations needs. A strong written and verbal communicator with the ability to clearly translate ideas into words. People-oriented, adaptable, and highly motivated.
Work History
Systems Manager, Client Services
8 Months- Oversees all operational functions and workflows of the organization's Zendesk CRM platform and team administrative duties.
- Manages a dynamic team of associates spanning 3 different countries and 4 different time zones.
- Collaborates with IT department on the migration of domains, email addresses, and other integral systems in Zendesk following the acquisition of Melio by Xero.
- Collaborates closely with Head of CX, VP of Client Services, and other leadership on projects related to system improvements.
- Approves project requests, workflow additions or changes, sets project timelines based off priority and assigns work based off team capacity, skill set, and project needs.
- Oversees Zendesk AI initiatives, including implementing AI Agents and AI deflection methods.
Senior CX Operations & Systems Associate
2 Years 9 Months- Managed and maintained organization’s CRM platform (Zendesk), overseeing the lifecycle of over 600 email conversations and over 1,000 chat conversations received daily.
- Designed, built, and implemented customer facing teams' workflows aimed at reducing resolution time of support tickets, deflecting support tickets, and improving processes of various teams.
- Analyzed support tickets to identify inefficiencies, improper agent behavior, areas for improvements, and recommends system and process changes to Head of CX and Director of CX Development.
- Lead meetings with external stakeholders from partnership organizations to propose and implement support workflows based on both organizations’ missions and values.
- Created and communicated Standard Operating Procedures with all stakeholders operating in Zendesk.
- Worked closely with Data Department to report on customer trends, numbers of impacted customers in the event of a bug, and verify impact of newly implemented customer support workflows.
- Identified and implemented relevant support applications to integrate with Zendesk to improve CX Agents’ daily processes.
CX Operations & Systems Associate
1 Year 4 Months- Conducted system audits on CRM system and integrations, ensuring optimal functionality and compliance.
- Maintained system log documentation, accurately tracking changes to systems for accountability and reference.
- Built and edited workflow views based on recommendations provided by CX Operations & Systems Manager and Zendesk Admin.
- Coordinated onboarding of new support agents and offboarding of previous employees into all relevant CX systems.
Senior Project Specialist, Events & Communications
2 Years 6 Months- Streamlined customer service operations through the implementation of new strategies and software to timely resolve an average of 200+ email and phone inquiries each week.
- Executed event registration strategy for association clients at events ranging from 200-1,000 attendees, overseeing the collection and reconciliation of $1 million+ in event revenue.
- Directed membership programs for association clients, overseeing the management, growth, and retention of 350+ member organizations, managing over $300,000 per year in membership revenue.
- Collaborated with the Director of Marketing and Communications on a variety of tasks to extend outreach of clients. Tasks include email and press release writing, email campaign strategy development, on-site video production, and conducting and recording virtual interviews with thought leaders and subject matter experts.
- Coordinated with 100-300 high profile speakers at government and association events, ensuring that information was clearly communicated and that speakers were prepared for their roles.
Public Affairs Intern
3 Months- Worked with marketing and communications teams on developing and distributing marketing and communications materials to various stakeholders.
- Conducted office administrative tasks including: office and event supplies ordering, printing materials, and credit card report reconciliation.
- Provided exceptional customer service on-site at events ranging from 200-4,000 attendees, including high ranking government officials.
Education
Bachelor of Arts - Politics
Skills
Zendesk Suite
Jira Project Management
Okta Admin Console
Postman API
Certification
- Zendesk Support Administrator Expert, Zendesk - August 2025 - August 2027
Timeline
Systems Manager, Client Services
Melio Payments (Acquired by Xero)
12.2025 - CurrentRead More
Senior CX Operations & Systems Associate
Melio Payments (Acquired by Xero)
03.2023 - 12.2025Read More
CX Operations & Systems Associate
Melio Payments (Acquired by Xero)
11.2021 - 03.2023Read More
Senior Project Specialist, Events & Communications
LRG, Inc.
01.2019 - 07.2021Read More
Public Affairs Intern
LRG, Inc.
09.2018 - 12.2018Read More
The Catholic University of America
Bachelor of Arts from Politics
Read More