Melissa Adams
Austin
Summary
Professional in client experience management with results-driven approach. Strong ability to foster collaboration and adapt to changing needs. Skilled in customer relationship management, conflict resolution, and process improvement. Experienced with client relations, ensuring positive experiences and satisfaction.
Overview
22
22
years of professional experience
Work History
Senior Client Experience Manager (Remote Employee)
Q2
08.2011 - Current
- Successfully developed and continue to maintain long-term, collaborative relationships with clients as well as vendor partners
- Facilitate regularly scheduled client engagements with attendance by executive leadership to promote enterprise strategic initiatives
- Enhanced client retention by developing strong relationships and understanding customer needs.
- Resolved client issues to maintain positive relationships and trust.
- Manage complex client accounts to ensure alignment with service expectations.
- Utilized CRM tools to track client interactions and optimize engagement strategies.
- Conducted regular reviews with clients to assess satisfaction and service effectiveness.
Software Delivery Specialist
Q2
01.2005 - 08.2011
- Responsible for Beta Release testing with select customers on new features of Q2 products
- Participating in Weekly Status Calls with customers during the Beta Release testing phase
- Working closely with the customers and development team to resolve issues
- Upgrading/Installing customer environments with the releases for Beta testing
- Responsible for conducting Site Reviews for all new implementations prior to customer’s UAT testing
- Responsible for reviewing, resolving and/or delegating project issues sent to development from implementations
- Responsible for maintaining and updating the Sales demo environments used by our Sales team
- Assisting support & implementation teams on as needed basis
Support Engineer / Q2 Engineer
FAST Software Inc
04.2003 - 01.2005
- Support Role responsible for level1 &2 support for New Account Opening and Loan products
- Performed remote and onsite installation of products
- Developed Test Plans and Testing Procedures
- Delivered technical support to resolve complex customer issues and enhance satisfaction.
- Improved system reliability by identifying and troubleshooting hardware and software problems.
Data Entry/File Clerk
PNC Bank
12.2002 - 04.2003
- Required to compare data with the source documents, apart from re-entering data in the verification format, to detect issues
- Required to compile, sort, and verify the accuracy of data before entry was done
- Maintained the logbooks of the activities along with completed work
Education
Associates Degree - Computer Science
ITT Technical Institution
Louisville, KYSkills
- Proficient skills in Microsoft Office Tools as well as Salesforce, JIRA, Confluence, and Vender Management software
- Customer engagement
- Client experience
- Strategic planning
- Relationship building
- Feedback analysis
- Account management
- Client satisfaction
Timeline
Senior Client Experience Manager (Remote Employee)
Q2
08.2011 - Current
Software Delivery Specialist
Q2
01.2005 - 08.2011
Support Engineer / Q2 Engineer
FAST Software Inc
04.2003 - 01.2005
Data Entry/File Clerk
PNC Bank
12.2002 - 04.2003
Associates Degree - Computer Science
ITT Technical Institution
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