Open To Work
Melanie Chestnut
Winter Park,USA
Work Preference
Summary
Results-driven SaaS leader specializing in lifecycle management and process transformation. Successfully led teams to secure industry awards while championing customer feedback to enhance product features. Architected data-driven strategies that improved operational efficiency and client retention rates.
Overview
18
18
years of professional experience
Work History
Implementation Manager
Schoox, Inc
01.2021 - 04.2025
- As an Implementation Manager at Schoox Inc., I spearheaded the end-to-end execution of SaaS projects, dynamically orchestrating cross-functional resources to ensure deliverables remained on track and compliant with industry standards.
- Accelerated product adoption through comprehensive client onboarding and robust stakeholder relationship management.
- Bridged gap between customers and internal product management teams, resolving complex issues, driving continuous process improvements, and providing strategic status updates to senior leadership.
Manager, T1 Support
Schoox, Inc
01.2021 - 02.2024
- As Support Manager at Schoox, directed a high-performing team in managing 5,000+ high-complexity requests monthly by architecting optimized end-to-end ticket resolution flows.
- Spearheaded development of proprietary troubleshooting protocol, improving First Response Times (FRT) and surpassing departmental efficiency targets.
- Synthesized key metrics for product and engineering teams to enhance software stability and overhauled service delivery processes, aligning with business goals and improving client retention.
Customer Experience Architect
Freelance
01.2010 - 12.2020
- Led strategic design, branding, and content creation for various small businesses, cultivating engaged social media communities and delivering exceptional multi-channel client support across help tickets and e-commerce platforms.
- Collaborated with clients to understand design preferences and project requirements.
Greenlight Expert
Uber, Inc
Boston, USA
01.2019 - 11.2019
- As a Greenlight Expert at Uber, I co-managed the busiest Greenlight office in New England within a high-performing two-person team, consistently exceeding expectations to achieve top-tier 4.8-5/5 satisfaction metrics and stellar conversion rates.
- Cultivated relationships with driver-partners through expert onboarding, empathetic coaching, and creative troubleshooting, enhancing partner satisfaction and retention.
- Partnered with Driver Operations to architect and implement improved support processes, resulting in enhanced support effectiveness and improved overall KPIs.
Support & Community Manager
EIG, Typepad Product Team
10.2007 - 06.2016
- Championed Typepad community by providing 24/7 technical and design support for VIP clients and managing crisis communications during DDoS attacks.
- Managed community engagement initiatives to foster user relationships and loyalty.
- Created and curated content for social media platforms to enhance brand visibility.
- Organized virtual events to connect users and promote product features effectively.
Education
Bachelor of Arts - English
University of South Florida
Tampa, FL01-2001
Skills
- Customer success management
- End-to-end support management
- SaaS implementation
- Client onboarding
- Cross-functional SaaS leadership
- Stakeholder engagement
- Project collaboration
- Data-driven optimization
- Process improvement strategies
- Crisis communications
- Issue tracking
- Experience design
- Global brand management
- Content design
- Customer advocacy
Timeline
Implementation Manager
Schoox, Inc
01.2021 - 04.2025
Manager, T1 Support
Schoox, Inc
01.2021 - 02.2024
Greenlight Expert
Uber, Inc
01.2019 - 11.2019
Customer Experience Architect
Freelance
01.2010 - 12.2020
Support & Community Manager
EIG, Typepad Product Team
10.2007 - 06.2016
Bachelor of Arts - English
University of South Florida