Melissa I. Cheslawski
Holden,MA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
High-energy Project Lead experienced in aspects of project and personnel management. Demonstrated ability to lead by example and inspire peak performance. Committed to building effective team relationships.
Experienced Customer Service Specialist known for exceptional prioritization and multitasking capabilities in high-pressure work environments. Collaborates seamlessly with cross-functional teams to achieve individual and company objectives. Reputation for successfully managing difficult customer support cases.
Overview
25
25
years of professional experience
Work History
Customer Workstream Lead and Overall Training Lead
NATIONAL GRID
Northborough, MA
05.2022 - Current
- Supported the C2C Project as both the Customer Workstream Lead and Overall Training Lead
- Accountable for completion of all Customer related MCRs
- Reviewed all testing conditions for completion and accuracy
- Accountable for C2C training approach and curriculum
- Managed logistics coordination for training scheduling
- Consistently engaged with stakeholder groups
- Conducted Training Needs Analysis sessions for 150 stakeholder groups
- Responsible for coordination of training plan over 1500 learners including Vendor support
- Identified Specialized Training Leads and assisted with creation and development of their curriculum
- Assisted Functional Process with rebuilding SOPs
- Continuously presenting at different meetings and reporting out statics and data to Leadership
- Managing go-no-go requirements
- Managing Hypercare plan
- Managing learners’ proficiency to ensure comprehensive for successful go-live.
Manager
NATIONAL GRID
Northborough, MA
11.2019 - 05.2022
- Achieved service level targets for all Massachusetts Gas companies
- Successfully deployed all contact center agents to work at home status during Covid
- Rolled out Work at Home agreement with Union
- Act as mentor for new supervisor team and create development plans to set them up for success
- Support multiple projects to improve center performance, customer satisfaction and First Call Resolution
- BCP Lead
- Created culture that delivers elevated levels of employee engagement and enablement through effective leadership and coaching
- Ensured compliance with National Grid policies and procedures
- First to pilot new Quality Monitoring program
- Led call center to be top performing center across organization.
Acting Manager
NATIONAL GRID
Northborough, MA
07.2019 - 11.2019
- Achieved service level targets for all Massachusetts Gas companies
- Assisting other departments on ongoing efforts to achieve meter exchange goal
- Assisted in implementation of new telephony system and on-going improvements
- Consistently drives employee engagement by coordinating monthly activities with agents
- Implemented manager/supervisor HUB
- Manages performance of the contact center by identifying outliers and work with supervisors to coach agents on improvement
- Openly work with other teams within Customer Delivery to improve contact center performance
- Act as mentor for new supervisor team and create development plans to set them up for success
- Support multiple projects to improve center performance, customer satisfaction and First Call Resolution
- Monthly Quality Assurance Performance
- CSR Web Admin Tool
- MA Gas CIAC Process Map
- CIS Workshop
- CRIS Paperless Email Opt-In Campaign
- NE Customer Delivery & IT Partnership
- Speech Analytics
- Collaboration with Functional Process Team
- MAG CPS Service Orders
- MA Dual Served Discount Rate Application
- Meter Change Email
- BCP Lead.
Lead Supervisor
NATIONAL GRID
Northborough, MA
05.2005 - 07.2019
- Guaranteed customer satisfaction by acting as key contact for issue resolution and customer advocacy
- Handle and resolve customer complaints
- Drove performance by implementing/analyzing key metrics and dashboards
- Improved service delivery, customer outcomes, and cross-organization business performance by identifying root problem causes and long-term fixes and initiating improvement in high-impact areas
- Expedited customer escalations and follow ups for prompt resolutions and customer satisfaction
- Analyzed statistics and other data to determine the level of customer service performance achieved by the team and provided them with the resources needed to achieve their goals
- Investigate and resolve complex billing issues utilizing various company-specific systems, with the ability to communicate resolution to customers in a clear manner
- Participated in Community Assistance Expos located throughout Massachusetts and Rhode Island
- Trained customer service agents on innovative programs
- Participate in the Northborough Community Outreach Team, organizing fundraisers benefitting the communities serviced by National Grid
- Participated on Safety Committee and served as lead to facilitate safety leadership day activities and work with Facilities to resolve safety issues.
Senior Customer Service Representative
NATIONAL GRID
Northborough, MA
08.2001 - 05.2005
- Respond to all customer contacts and investigate customer problems in order to develop an appropriate solution
- Respond to emergency work and extension due to company emergency situations
- Assist MAS Analysts with bill retrieval, maintenance of usage data and other various requests, as needed
- Review Commercial Account usage and supply rate in accordance with state guidelines and regulations
- Perform various Accounts Processing duties as assigned
- Became proficient in systems such as Excel, Word, Outlook, RightNow and other company specific applications.
Senior Customer Service Representative
BYRAM HEALTHCARE
Worcester, MA
09.1999 - 08.2001
- Respond to all customer contacts and investigate customer problems in order to develop an appropriate solution
- Respond to requests from hospitals, visiting nurse associates, nursing homes and hospice to provide ostomy, colostomy, diabetes, incontinent, wound care, and other medical supplies to customers
- Perform various Accounts Processing duties as assigned
- Participated in inventory audits once a month
- Assisting shipping department and currier service to fill customer orders.
Education
Biology -
UNIVERSITY OF MASSACHUSETS
Amherst, MA01.1998
High School Diploma -
SHREWSBURY HIGH SCHOOL
Shrewsbury, MA06.1997
Skills
- Employee Onboarding
- Coaching and Mentoring
- Training delivery
- Technical training
- Organizational Leadership
- Assigning Work
- Training and mentoring
- Specializing in Customer
- Operations Management
- Client Relationship Management
- Organizational Development
Volunteer Experience
- TAKE YOUR CHILD TO WORK DAY, Northboro, MA, Volunteered with the Work Life Matters ERG group as a tour guide, 2024
- NORTHBORO SENIOR CENTER, Northboro, MA, Volunteered in kitchen/dining room, 2017
- WORCESTER FOOD PANTRY, Shrewsbury, MA, Volunteered to sort and organize various donated food items, June 2017
- EARTH DAY, Clinton, MA, Event working with Clinton middle school studies on gas & electric safety, 4/2017, 4/2018
- MASS MILITARY HEROES FUND, Boston, MA, Annual 9/11 event creating care packages for active military overseas, 9/2015, 9/2016
Affiliations
- Culinary
- Travel
- Music
- Literature
- DIY
References
References available upon request.
Timeline
Customer Workstream Lead and Overall Training Lead
NATIONAL GRID
05.2022 - Current
Manager
NATIONAL GRID
11.2019 - 05.2022
Acting Manager
NATIONAL GRID
07.2019 - 11.2019
Lead Supervisor
NATIONAL GRID
05.2005 - 07.2019
Senior Customer Service Representative
NATIONAL GRID
08.2001 - 05.2005
Senior Customer Service Representative
BYRAM HEALTHCARE
09.1999 - 08.2001
Biology -
UNIVERSITY OF MASSACHUSETS
High School Diploma -
SHREWSBURY HIGH SCHOOL