Melissa Kriegl
Arcadia,FL
Summary
Customer Support and Training Specialist with 20+ years of experience supporting users across multiple states in government-funded education programs, providing critical system support and training.
Expertise in technical troubleshooting, ticketing systems, user training, and knowledge base development. Proven ability to resolve complex issues, improve workflows, and reduce recurring support problems.
Experienced in remote environments supporting statewide users and collaborating with cross-functional teams to deliver high-quality customer support and system adoption.
Experienced in supporting SaaS-based platforms and serving as a key liaison between users and development teams to improve system performance and usability.
Overview
25
25
years of professional experience
Work History
Customer Success & Technical Support Specialist
BenchmarkITS
Spanish Fort, AL
01.2012 - Current
- Deliver technical support for statewide adult education software platforms used by government-funded education programs
- Support and guide users across multiple states via phone, email, Teams, and ticketing systems, resolving complex technical issues in a timely manner
- Deliver live and virtual training sessions for program staff and administrators to ensure effective system adoption
- Serve as a primary point of contact for client support, building strong relationships with program staff and stakeholders
- Manage and document support requests in a help desk system, creating clear solutions and improving response efficiency
- Reduced recurring support issues by 20% through the development of knowledge base articles and troubleshooting resources
- Collaborate with software developers to identify recurring system issues and assist with testing and validation of new releases
- Produce official program documentation, including student diplomas and records, supporting compliance with state requirements
- Develop training materials and onboarding resources to support new users and internal team members
- Mentor junior support staff and assist with escalated technical issues and complex user cases
- Coordinate cross-functional communication to improve workflows and streamline support processes
- Acted as a liaison between end users and development teams to communicate system issues and improve product functionality
Office Manager (Concurrent Role)
Alliant Data Systems, Inc.
Atmore, AL
01.2012 - 01.2020
- Managed daily office operations, including scheduling appointments, coordinating meetings, and handling correspondence
- Developed and implemented efficient filing systems to improve document organization and retrieval
- Oversaw inventory management, ensuring adequate supply levels while minimizing waste and reducing costs
- Maintained confidential employee records, ensuring compliance with privacy regulations
- Assisted in the recruitment process by screening resumes, scheduling initial and follow-up interviews
- Prepared reports on office expenses, budget variances, and operational performance for senior management review
- Developed standardized procedures for administrative tasks such as travel arrangements, expense reporting, and meeting coordination
- Provided training to new employees on company policies/procedures as well as proper use of office equipment/software tools
- Tracked office expenses and identified areas for cost-saving measures
Customer Support, Training
Access Software
Atmore, AL
06.2001 - 06.2012
- Resolved customer inquiries via phone and email, ensuring high-quality service delivery.
- Collaborated with team members to create engaging presentations and training curricula.
- Organized meetings and developed comprehensive agendas for effective discussions.
- Supported event planning and execution, ensuring successful in-person engagements.
- Fostered positive relationships with staff and management to enhance workplace dynamics.
- Assisted human resources in employee management and organizational planning initiatives.
Education
Bachelor's degree - Communications
Auburn University at Montgomery
Montgomery, ALMontgomery, AL
Skills
- Customer Success
- Technical Support (SaaS)
- User Training & Onboarding
- Ticketing Systems (Help Desk)
- Client Relationship Management
- Troubleshooting & Issue Resolution
- Knowledge Base Development
- Software Documentation
- Remote Support & Collaboration Tools
- Workflow Improvement
Languages
English
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Customer Success & Technical Support Specialist
BenchmarkITS
01.2012 - Current
Office Manager (Concurrent Role)
Alliant Data Systems, Inc.
01.2012 - 01.2020
Customer Support, Training
Access Software
06.2001 - 06.2012
Bachelor's degree - Communications
Auburn University at Montgomery