Melissa Labanda
Bridgewater,NJ
Summary
Resolved client inquiries and managed escalations while collaborating with cross-functional teams to optimize service delivery and elevate user satisfaction.
Overview
19
19
years of professional experience
Work History
Lead Teacher
Kiddie Academy
Bridgewater, NJ
01.2023 - Current
- Design engaging activities to promote cognitive and social growth
- Ensure safety by supervising play and enforcing protocols
- Communicate updates and events to parents
- Collaborate with teachers and families to support program goals
Lead Cisco Programs Specialist
SHI International Corp.
Somerset, NJ
01.2013 - 01.2022
- Manage on-site and remote operations, resolving client issues for $8.5B revenue stream
- Coach and mentor 6 team members, boosting productivity by 80%
- Implement 90% of solutions with internal teams to support client needs
- Resolve 95% of customer inquiries through analysis and execution
- Migrate systems from Outlook to Zendesk, streamlining operations by 20%
Data Integrity Specialist
SHI International Corp.
Somerset, NJ
01.2008 - 01.2013
- Enforce systems thinking to maintain product placement alignment and support sales initiatives
- Collaborate with sales teams to drive product push and improve close rates
- Increase compliance with internal policies and procedures
- Ensure consistent quality in product and service through detailed data operations
- Generate reports and analyze findings to support informed decisions
Inside Sales Manager
SHI International Corp.
Somerset, NJ
01.2007 - 01.2008
- Supervise team and oversee sales processes to close deals and drive revenue growth
- Manage academic accounts, coordinate pricing, and streamline order entry
- Foster client relationships through proactive communication and support
- Liaise between clients and internal teams to ensure seamless collaboration
Education
Bachelor of Arts Degree (B.A.) - Business Administration & Management
College of St. Elizabeth
Morristown, NJSkills
- Assisted customers with inquiries and issues to enhance satisfaction Provided timely solutions to support customer needs Collaborated with team members to improve service delivery
- Facilitated effective issue resolution processes to enhance operational efficiency
- Oversaw comprehensive CRM management to enhance customer relationship strategies
- Facilitated seamless workflow coordination to enhance team collaboration
- Executed technical troubleshooting to resolve system issues efficiently
- Oversaw escalation management processes to ensure timely resolution of customer issues
- Facilitated effective email communication to enhance collaboration among team members
- Oversaw comprehensive account management processes to enhance client relationships
Websites
Links
Courses
- Business & Managerial Communications | Rutgers University
- 2019 - Oct 2019
Timeline
Lead Teacher
Kiddie Academy
01.2023 - Current
Lead Cisco Programs Specialist
SHI International Corp.
01.2013 - 01.2022
Data Integrity Specialist
SHI International Corp.
01.2008 - 01.2013
Inside Sales Manager
SHI International Corp.
01.2007 - 01.2008
Bachelor of Arts Degree (B.A.) - Business Administration & Management
College of St. Elizabeth