Melicie Moreau
Alpharetta,GA
Summary
Results-driven professional with extensive experience in managing escalated customer issues and a strong background in digital marketing and personalization. Equipped with an MBA in Marketing, offering advanced knowledge and strategic insights into driving digital personalization strategies. Demonstrated track record in resolving high-stakes escalations, optimizing customer experiences, and leveraging data to enhance business results.
Overview
14
14
years of professional experience
Work History
Executive Referral Manager
Mercedes-Benz USA, LLC
03.2018 - Current
- Handled high-priority escalations from the Board of Management, Executive Management, and various departments, ensuring effective resolution and customer satisfaction.
- Managed and resolved complex customer concerns, negotiating financial resolutions and directly addressing Lemon Law Buyback cases.
- Supported the Emission Modification Campaign with an 85% completion rate and collaborated with Legal and Engineering Services to resolve customer issues effectively.
- Partnered with internal departments and utilized field personnel to mitigate case escalation and enhance customer retention.
Customer Service Representative
Mercedes-Benz USA, LLC
02.2017 - 03.2018
- Managed calls related to Roadside Assistance, Customer Care, and product/service inquiries, delivering prompt and effective solutions.
- Analyzed customer feedback to identify and implement process improvements, contributing to long-term business objectives.
- Assisted in mentoring new hires and collaborated with dealer personnel and third-party partners to resolve customer concerns efficiently.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Senior Executive Administrative Assistant
Village Hall of Spring Valley
06.2010 - 02.2017
- Acted as the primary contact between the mayor's office and clients, coordinating meetings and travel arrangements to enhance operational efficiency.
- Processed sensitive documents with confidentiality and demonstrated strong organizational and leadership skills.
Education
Master Of Business Administration - Marketing
Southern New Hampshire University
Hooksett, NH11.2023
Bachelor Of Science - Criminal Justice
Monroe College
New Rochelle, NY05.2012
Skills
- Digital Personalization Strategy
- Escalation Management
- Data Analysis & Performance Optimization
- Cross-Functional Leadership
- Vendor & Agency Management
- Process Improvement
- Communication
- Public Speaking
Timeline
Executive Referral Manager
Mercedes-Benz USA, LLC
03.2018 - Current
Customer Service Representative
Mercedes-Benz USA, LLC
02.2017 - 03.2018
Senior Executive Administrative Assistant
Village Hall of Spring Valley
06.2010 - 02.2017
Master Of Business Administration - Marketing
Southern New Hampshire University
Bachelor Of Science - Criminal Justice
Monroe College
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