Melissa Kiss

• Responsible for managing and executing the strategy, vision, and mission of the 24x7 Minecraft Player Care Customer Support and vendor team, I am dedicated to providing world-class customer service for a vast player base exceeding 35 million players. In this dynamic role, I not only oversee employee training and cultivate a comprehensive knowledge base for both employees and players but also spearhead player support community engagement initiatives to fortify our player care ecosystem.
  
• My commitment to excellence extends to holding teams accountable for surpassing key metrics and achieving ongoing development milestones. A significant aspect of my responsibilities involves recruiting and hiring for customer support, orchestrating talent training, and fostering a collaborative environment that encourages the adoption of best practices among team members.
• Responsible for global game and product launches, I create strategic roadmaps, meticulously map out customer journeys, and manage project plans. Ensuring the readiness of the player care team and orchestrating player-facing content creation for launches are integral aspects of my role. I also bear the responsibility of executive-level storytelling on player support performance, providing a compelling narrative that aligns with the overall vision of the organization.
  
  Key achievements:
  • Led initiative with Minecraft Realms team to identify and eliminate root causes for player pain points resulting in a weekly decrease of 13% decrease in Realms tickets and an increase in customer satisfaction of 27% from 60% to 87%) over the course of two quarters.
  • Revamped our internal knowledge management and training program and retrain of employees, resulting in an increase in player satisfaction (CSAT) of 18%, an efficiency gain of 12%, and an increase of 12% to first response time, resulting in annual cost savings of $750K
  • Through increase training, enhanced knowledge base and regular development, reduced employee churn by 7% in one quarter
  • Led quarterly scavenger hunts to make sure everyone is having a little fun at work and to take a little mini-break from a fast-paced environment.

Led the Sales and Technical Support Customer Success Department with a multifaceted role encompassing the oversight of an Employee Training Program and a high-performing Account Coordinator (Customer Support) Team. My responsibilities extended to nurturing and sustaining prescriber relationships, enhancing patient care procedures, and providing robust support to the national sales force.

As part of my role, I developed and executed impactful customer success strategies, serving as a mentor and coach to elevate my teams beyond key metrics, service levels, and ongoing development milestones. A key aspect of my contribution involved talent acquisition through effective recruiting and hiring practices. Additionally, I established and monitored key performance indicators (KPIs) and played a pivotal role in scorecard development, all while embodying the voice of the customer and implementing a Net Promoter Score (NPS) system.

My commitment to operational excellence is evident in the creation and maintenance of streamlined processes. I ensured strict adherence to change management regulations, spearheaded training initiatives, and assumed the role of a senior project manager. In this capacity, I contributed significantly to global, corporate, and departmental technology enhancements and implementation programs. My comprehensive approach not only drove success at a departmental level but also aligned seamlessly with broader organizational goals.

Key achievements:
• In my first four months, decreased employee attrition by 18%
• Spearheaded ZOLL’s QliqSOFT Barcode Scanner Application Development Project. This software enhancement has afforded ZOLL with increased visibility regarding the live tracking of all company inventory, improved resource allocation capabilities, chat support for our sales teams and ultimately saved the company approximately $800k over 30 months
• My CEO once said to me “you have the happiest and high-performing teams who want to work and do well for you. To this day, that statement makes me happy. I’d also love to share some of my former employees’ recommendations.

• Transformed a Support Services team into a dynamic 24x7 Technical and Customer Support department, catering specifically to the rapidly evolving landscape of online higher education. In my capacity as the department director, I led a team comprising two managers, seven supervisors, and approximately 120 technical/customer support agents. My role extended beyond mere management to encompass the mentorship and development of all direct reports, focusing on their key performance indicators, relationship management acumen, and their adeptness in promptly adapting to changes in EDMC’s processes, services, products, policies, or technologies.
  
• Beyond personnel development, I assumed responsibility for the strategic development of departmental and divisional budget plans, crafting a comprehensive profit and loss (P&L) strategy. Moreover, I oversaw the administration of all office locations, including those in Pittsburgh, Phoenix, and remote settings. This role demanded not just leadership but a proactive approach to steering a multifaceted team through the ever-evolving landscape of online higher education.

• In the capacity of a manager, I led the Student and Technical Support Department, concurrently managing a dynamic workforce management team comprising four supervisors, four specialists, two analysts, and 49 technical agents. My multifaceted role involved not only overseeing operational processes but also spearheading innovative projects aimed at optimizing efficiency and elevating the experience for both students and faculty staff.
  
• A significant accomplishment during my tenure was the transformation of the online education Student Support Program into a cutting-edge 3-Tier Technical & Student Support Department. This strategic evolution enabled the expansion of support services to operate 24/5, substantially enhancing the availability of assistance for the user community. Through this transformation, I played a pivotal role in ensuring a seamless and robust support system that catered to the diverse needs of our stakeholders.

• Performed as a Workforce Manager responsible for forecasting, precise scheduling, and critical time management of more than 400 representatives
• Improved compliances to regulatory standards by not only assessing areas in need of improvement but by thoroughly training over 300 associates governed by the implementation of new measures for team leaders to utilize with 100% buy-in
• Tasked with handling all union escalations and emergent concerns related to metrics, policies, and procedures
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Prior to my promotion, I was a customer success representative responsible for account management and upsell products.
• 
  

• Performed as a Workforce Manager responsible for forecasting, precise scheduling, and critical time management of more than 400 representatives
• Improved compliances to regulatory standards by not only assessing areas in need of improvement but by thoroughly training over 300 associates governed by the implementation of new measures for team leaders to utilize with 100% buy-in
• Tasked with handling all union escalations and emergent concerns related to metrics, policies, and procedures
• Prior to my promotion, I worked as a customer success agent.

Consultant specializing in customer success and program management, I excel in enhancing organizational performance and client satisfaction. With a proven track record, I develop and implement comprehensive strategies for customer success, optimize overall customer experiences, and ensure seamless program management. Leveraging effective communication and leadership skills, I collaborate with diverse teams to foster a culture of excellence. Committed to tailoring solutions aligning with clients’ unique needs, I prioritize sustainable growth and maximizing the value derived from customer relationships.