Melissa Mountzoures
Mocksville,NC
Summary
Experienced Support Team Manager skilled in leading remote customer support teams to deliver exceptional service. Proficient in conflict resolution, fostering positive team dynamics, and improving operational efficiency. Adept at driving quality results through effective communication and innovative problem-solving.
Overview
19
19
years of professional experience
Work History
Remote Support Team Manager
KellyConnect
Troy, Michigan
08.2016 - Current
- Managed team operations, providing technical support to customers.
- Developed strategies to enhance customer service delivery, response times and satisfaction levels.
- Monitored customer feedback and identified areas of improvement in the support process.
- Trained and mentored new team members on company policies, procedures and customer service techniques.
- Implemented quality assurance processes to evaluate customer service agents' performance against established standards.
- Created reports outlining KPIs such as average wait time, resolution rate, first contact resolution rate.
- Organized regular meetings with the support team members to discuss successes, challenges faced during the week and plan ahead for upcoming tasks.
- Ensured compliance with company policies related to data security protocols while dealing with confidential information shared by customers.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
- Evaluated performance of support staff and provided coaching to improve performance.
Office Manager
Davie County Large Animal Hospital
Mocksville, North Carolina
03.2006 - 08.2016
- Implemented office policies and procedures To streamline operations.
- Assisted with financial planning, including budgets and forecasts.
- Handled and audited accounts receivable and payable.
- Supervised staff, scheduled work and delegated tasks.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Maintained office efficiency, professionalism and performance objectives.
Education
Business Management - Business Administration And Management
Ridley-Lowell Business And Technical Institute
New London, CT06-1992
Skills
- Customer Relationship Management
- Conflict Resolution
- Team Leadership
- Problem-Solving
- Implementing resolutions for customer service
- Effective Communication
Timeline
Remote Support Team Manager
KellyConnect
08.2016 - Current
Office Manager
Davie County Large Animal Hospital
03.2006 - 08.2016
Business Management - Business Administration And Management
Ridley-Lowell Business And Technical Institute
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