MELISSA MONZELLA
Implementation Manager, POS Programmer, Customer Support Manager
Birmingham,AL
Summary
Senior Programmer with 15+ years programming POS databases MICROS/Oracle, FOCUS & Emagine Systems. 8+ years’ experience in managing restaurants, provides a key perspective that has allowed me to excel in designing and writing databases for clients in the hospitality industry. 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. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Detail-oriented customer service professional offering a proven history of transforming obstacles into guest satisfaction and loyalty. Aiming to utilize 15 years of guest service experience to bring immediate value to the Company team.
Overview
24
24
years of professional experience
Work History
Zella Construction
Construction Management & Development
Jacksonville, Fl
05.2021 - 01.2025
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed strong communication and organizational skills through working on group projects.
- Worked effectively in fast-paced environments.
- Cultivated interpersonal skills by building positive relationships with others.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated leadership skills in managing projects from concept to completion.
- Proven ability to learn quickly and adapt to new situations.
Support Service Manager, Support Level 3
CDI Tech
Troy, MI
09.2019 - 05.2021
- Resolve complex customer issues by directing & implementing solutions
- Led Weekly team meetings to discuss how to meet our goals and to be more efficient
- Maintenance for existing customer systems, trouble shooting and fixing issues
- Training staff on system operations and how to handle issues with our POS Systems and credit cards
- Custom reports using Crystal Reports as well custom scripts
- Setup all systems networking, Hardware and Software
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Leveraged [Software] skills to input and compile data gathered from various sources.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Exceeded customer satisfaction by finding creative solutions to problems.
Senior Programmer/ Lead Implementation Manager/Customer Support Manager
ACR Systems Inc.
Pelham, AL
01.2005 - 09.2019
EmagineEmagine
- Custom reports using Crystal Reports as well custom scripts
- Programming & Sales with MICROS/ORACEmagineus and Emagine POS, Sales & Maintenance.
- Building custom databases to meet customers' business needs
- Maintenance for existing customer systems, trouble shooting and fixing issues
- Debug, Training staff & Live support on system operations, developed a training manual for customers
- Setup all systems networking, Hardware and Software
- Developed a Training Manual for customers
- Developed and Implemented an A-to-Z guide for all employees to follow on every install
- Follow up with customers ensuring their satisfaction with their POS purchases
- Mentored newly hired employees, prepared for project tasks and trained on unfamiliar systems.
- Oversaw each project's technical requirements and completed every milestone on time.
- Developed mitigation strategies and prepared standard operating procedures.
- Created instruction manuals for most-used software and computer programs to achieve easily accessible programming.
Hospitality Manager
Bob Baumhower's Wings
Birmingham, AL
05.2001 - 12.2004
- Created the work schedule for the restaurant staff
- Conducted staff performance reviews
- Monitored all out-going product to ensure quality and standards
- Conducted employee training to ensure company procedures and policies were implemented
- Encouraged a positive work environment by advocating open communication and respect
- Led a restaurant to see increases in sales by committing to food quality, top service and effective promotion
- Managed Front of House to ensure operations and customer satisfaction were exceptional
- Consistently meet goals And sales with catering department
- Reviewed billing processes regularly to ensure accuracy prior to invoicing customers.
- hospitality industry best practices and standards.
- Monitored sales performance against budget objectives and took appropriate action when necessary.
- Developed and implemented hospitality policies to ensure guest satisfaction.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Scheduled space or equipment for special programs, meetings and conferences.
- Trained new employees on proper hospitality protocols according to company guidelines.
Education
Micros certified -
MICROS U Classes
Studied Business -
University of Montevallo
Sports Management Degree -
Shelton State Community College
Skills
- Programming MICROS/Oracle Focus, Emagine ,EM & Hotel Systems
- Sales Force ConnectWise
- Leadership
- Problem-Solving
- Computer Skills
- Public Speaking
- TCP/IP Networking
- Hardware & Software Support
- Attention to Detail
- Systems Implementation,
- Multitasking
- Hospitality management
- Project Planning & Implementation
- Sales Force &ConnectWise
- Networking
- Organization and Time Management
- Team Building
- Time Management
- 15 years w/Customer Satisfaction & Support
- Technical Support
- Install, Train &Support
- EMV Credit Cards
- Sales
- Report Writing, Crystal Reports
Timeline
Zella Construction
Construction Management & Development
05.2021 - 01.2025
Support Service Manager, Support Level 3
CDI Tech
09.2019 - 05.2021
Senior Programmer/ Lead Implementation Manager/Customer Support Manager
ACR Systems Inc.
01.2005 - 09.2019
Hospitality Manager
Bob Baumhower's Wings
05.2001 - 12.2004
Micros certified -
MICROS U Classes
Studied Business -
University of Montevallo
Sports Management Degree -
Shelton State Community College
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