Melissa Musto
Stoneham,MA
Overview
24
24
years of professional experience
Work History
Associate Manager, Customer Care
Evident Scientific, INC-Waltham, MA
09.2024 - Current
- Lead and manage the Order Entry teams to deliver superior order management/support for customers across all the Americas including EUSA, ECAN and ELAM.
- Lead Call Center agents to deliver superior customer service on phone system
- Monitor and maintain the backlog of orders for the Micro product groups to ensure they are processed accurately and/or followed up on in a timely manner.
- Establish and update SOPs for the team’s processes.
- Monitor and follow up on all customer feedback provided through surveys or internally.
- Develop and maintain KPIs to measure team’s performance to improve and assess team members performance.
- Provide monthly reporting to management.
- Maintain accurate records of customer accounts and interactions.
- Identify and drive continuous improvement projects to help make processes simpler and more efficient. Recruit hire and provide feedback training and coaching to Customer Service Representatives (CSRs) and other team members to ensure professionalism, efficiency and customer service levels are achieved daily.
- Build strong relationships through open and interactive communication with customers (internal and external) this will require working with internal departments, such as Order Fulfillment, Planning, Manufacturing, Finance, and Shipping to ensure a streamlined workflow and enhance collaboration between all teams.
- Resolve any escalation of issues in the functions covered by the role. Ensure timely follow up and resolution.
- Work on special projects as necessary and other duties as assigned
Supervisor, Customer and Sales Support
Evident Scientific, INC-Waltham, MA
07.2023 - 08.2024
- Support the LS Inside Sales, OEM, and LS/IE System specialists with daily workload coverage, order management responsibilities, and complex issue resolution.
- Project Manager for the F35 Program
- Be the direct contact for Outside Sales Reps and Management for all ETA, expedite, and quote lead time request for all product lines
- Run OTD Meeting for LS/IE & RVI product line and ensure proper revised ship dates and notifications are sent to customers, sales reps, and ASMs
- Manage MICRO Order Fulfillment Tool by updating revised ship dates/notes. Including Pull-Ins for RVI and LS/IE product lines
- Monitor FIRMED/PREPAY orders to ensure resolution is found in a timely manner and escalating to the Order Management Supervisors as needed
- Offer Sales Reps in ANR/MICRO Businesses partial shipments when items are out of stock or have long lead times
- Report Weekly Order Backlog reports to MICRO Area Sales Managers
- Think outside the box to find solutions for our customers to be able to ship their order by desired requirements
- Escalate any part or extended lead time issues to management
- Manage Call Center Voice and Chat Coverage Work with Order Management Supervisors to ensure overflow coverage
- Reporting KPIs (First Call Resolution, Abandoned Calls, Rejected Calls, NPS Score, etc.) Ensure uniformity and customer centricity for all new call center agents Investigate Customer Survey complaints
Supervisor, Contracts- Customer Care
Evident Scientific, INC-Waltham, MA
10.2021 - 06.2023
- Responsible federal, and military sales administration through bid preparation
- Review order entry of Government or Subcontract Awards ensuring proper notes and procedures are followed
- Perform life cycle contract administration of government contracts and subcontracts from proposal to delivery of equipment including but not limited to the following:
- Work with Sales, Product Management, Marketing, and Legal departments on Government Contract and Subcontract proposals reviewing from an operational and compliance standpoint. Including gathering all necessary documents required in the proposal package.
- Coordinate and facilitate all shipping requirements with quality, supply chain, order fulfillment, and shipping teams. Including in-person and virtual source inspections, government labelling, shipping documents, and WAWF invoicing
- Work with the QAR as needed for Origin acceptance and inspection on federal contracts.
- Work with Manufacturing on delivery schedule suitable for the customer and provide changes or updates to the customer in a timely manner.
- Flow down all relevant causes to supply chain and manufacturing, specifically for DO rated awards.
- Provide all relevant information to the customers based on their shipping requirements and ensure proper labeling and inspections are met.
- Ensure the team reviewing all bid boards daily and meeting solicitation deadlines to help drive revenue for the business.
- Create, monitor, document, and complete contract and customer files to ensure accuracy and timely submission.
- Perform daily order and quote accuracy checks.
- Communicate with management and colleagues regarding critical situations requiring attention and initiate escalations to management as required for proper resolution.
- Support the contract team’s daily operations with ongoing projects and any relevant tasks that may arise.
- Lead continuous improvement efforts within the Contracts team related to administrative work to help deliver cost reductions, increased customer satisfaction, and greater efficiencies.
- Coordinate with appropriate departments (e.g., Legal, Sales, Finance, and/or Product Marketing) for input on relevant subject matter to complete customer surveys appropriately.
- Coordinate on-line bid boards for related RFQ’s.
- Prepare or coordinate the preparation of various forms and certifications requested by customers for the purpose of complying with government regulations and customer requirements.
- Working Directly with Government Contract Specialist to ensure all Government and GSA orders are processed in accordance to the Government Contract
- Effectively multitask and prioritize work based on the needs of the business, customers, and departmental requirements
- Recommend and help implement process improvements to scale and optimize contracting activities and practices.
Supervisor, Operations- Customer Care
Olympus America Inc-Waltham, MA
04.2020 - 09.2021
- Manage the creation of all RMA returns for credit.
- Track and manage all RMA returns for credit.
- Track reason codes for returns and analyze trends.
- Work closely with Customer Service Team & Quality Assurance to process and complete Credit returns into stock for availability.
- Work with department manager to minimize returns.
- Provide administrative support to Management within Operations as needed.
- Provide backup to Maintain our Customers in our CRM database by setting up new customers, merging duplicates, and inactivating old ones.
- Meet or exceed part request turn around metrics as defined by management.
- Ensure daily KPIs expectations are met or exceeded.
- Learn all aspects of the Order Fulfillment process for Microscopy and aid Customer Care Managers to ensure timely shipments to our customers.
- Drive on time delivery improvements
- Managing on time delivery of customer orders by ensuring all customers and parts are set up in a timely manner.
- Provide backup coverage for direct reports.
- Provide leadership to department personnel by directing them in prioritizing activities and achieving targets.
- Provide feedback, training, and coaching to Admins.
- Perform other related duties as needed.
Team Leader, Order Support-Customer Care
Olympus America Inc-Waltham, MA
06.2018 - 03.2020
- Update, communicate to customers, and monitor 12/31/2099’s for ANR/QC/MICRO businesses.
- Update and communicate to customers revised ship dates when provided from planning/purchasing.
- Manage MICRO Business Backlog by coding and updating revised ship dates/notes.
- Manage ANR/Advanced/MICRO businesses FIRMED/PREPAY orders to ensure the CSRs are following up in a timely manner
- Work closely with Customer Service Team and Production to allocate and expedite orders. Ensure that all orders are shipped daily.
- Offer Sales Reps in ANR/MICRO Businesses partial shipments when items are out of stock or have long lead times.
- Report on Monthly Order Backlog reports to MICRO Area Sales Managers
- Report on a weekly basis on how we are doing toward monthly revenue goals.
- Work with Supply Chain on expedite requests and keep sales orders updated with notes.
- Think outside the box to find solutions for our customers to be able to ship their order by desired requirements.
- Escalate any part issues to management.
- Other projects as needed.
Rep, Lead Customer Support
Olympus Scientific Solutions Americas Corp- Waltham, MA
09.2017 - 05.2018
- Mentor and train new and less experienced Customer Support Reps
- Help the Supervisor in distributing the daily workload and mange the team in the Supervisors absence.
- Assist the supervisor as needed with data collection and reporting.
- Work with internal departments such as Order Fulfillment, Planning, Manufacturing, Finance, and Shipping to ensure timely delivery of customer orders and information related their request.
- Work on process improvements to provide better service to our customers and streamline our workflow.
- Provide professional phone support to our customers and outside Sales Reps
- Process transactions include Sales Orders and with a very high accuracy rate.
- Be able to create RMAs with assistance on how to determine disposition
- Work on special projects as necessary
- Back-up for Receptionist
- Maintain Customer Database including processing leads and updating customer records.
- Verify accuracy for all orders to ensure proper contact review has been performed and all information entered is correct.
- Show an understanding of the complete orders process.
- Help the department meet continuous improvement goals through 5S
- Handling customer complaints
Customer Service Representative
Olympus Scientific Solutions Americas Corp- Waltham, MA
08.2015 - 08.2017
- Work with all levels of customers to assist them with their request for Evident products.
- Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution. Strictly adhere to all processes and regulations relating to Customer Complaints
- Respond to inquiries regarding the status of orders, delivery, and tracking information.
- Effectively manage the inflow of telephone contact to maintain optimal service of customers’ needs and request.
- Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.
- Ability to solve problems and make decisions and to interact with internal and external customers of all levels.
- Process RMA’s and Replacement Orders
- Follow communication procedures, guidelines, and file documents.
District Administrator/ Pharmacy Scheduler
CVS Regional Business Office- Needham, MA
01.2013 - 08.2015
- Administrative Assistant for two districts in the Greater Boston Area (38 stores)
- Process and submit expense reports for district manager; Place district manager level supply orders for 38 stores.
- Schedule appointments and meetings and maintain personal calendars for district managers/pharmacy supervisors.
- Print and organize any paperwork needed by management in a timely an efficient manner.
- Demonstrate ability to maintain work in strictest confidence.
- Understanding of Financial Terms and Reporting
- Provide a high level of customer service in all interactions. Assess the existing needs of customers, work to create solutions, and monitor changes in needs to meet them.
- Generate and send results communication daily.
- Coordinate and maintain meeting notes.
Rx District Administrator
CVS Pharmacy, GREATER BOSTON AREA
04.2012 - 01.2013
- Inventory Management preparation for physical inventory
- Compliance Training follow up.
- New hire on the job training
- Performance assessments of staff
- Special Projects as assigned (i.e., new store set up and planning, remodels, and automation review)
- Interviewing new candidates
- Communicate via phone or in person with perspective students regarding inquiries about enrollment procedures, programs, and qualifications.
Lead Pharmacy Technician Cpht
CVS Pharmacy, Stoneham, MA
09.2001 - 04.2012
- Assist all pharmacists and front store customers with their questions and concerns.
- Request additional help when needed to maximize customer satisfaction.
- Maintain Customer / Patient confidentiality according to HIPAA and company standards.
- Maintain prescription prioritization throughout prescription processing.
- Include translation of SIG codes, product selection, counting, and measuring drugs, capping, and uncapping vials and bottles, labeling of prescriptions
- Resolve third party rejections and complete any manual forms.
- Communicate and interact with all healthcare professionals to provide optimal care.
- Maintain a clean, organized, and professional pharmacy department, according to CVS Standards
- Maintain in-stock by ensuring all inventory management policies and procedures are followed.
- Utilize appropriate reports to maintain replenishment.
- Pull outdated, damage, and recalled merchandise and prepare for return
- Support scheduling activities according to the needs of the business and workflow model
- Coordinate / Implement the training and development of Pharmacy Support Staff
Education
Associates - Business Management
MIDDLESEX COMMUNITY COLLEGE
Certificate - Medical Billing/Coding
CLARK UNIVERSITY COMPUTER CAREER INSTITUTE
06.2008
Skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Bi-lingual Italian written and verbal
- NetSuite
- Visual
- Sales Force
- SmartView
- SAP
- Ariba
- Strong attention to detail
- Proven capability to multi-task in a high-speed environment
- Excellent oral and written communication skills
- Ability to work independently as well as in a team environment
Accomplishments
Served as Project Manager for one of our highest-value clients, overseeing a high dollar account with strategic importance to the company.
Timeline
Associate Manager, Customer Care
Evident Scientific, INC-Waltham, MA
09.2024 - Current
Supervisor, Customer and Sales Support
Evident Scientific, INC-Waltham, MA
07.2023 - 08.2024
Supervisor, Contracts- Customer Care
Evident Scientific, INC-Waltham, MA
10.2021 - 06.2023
Supervisor, Operations- Customer Care
Olympus America Inc-Waltham, MA
04.2020 - 09.2021
Team Leader, Order Support-Customer Care
Olympus America Inc-Waltham, MA
06.2018 - 03.2020
Rep, Lead Customer Support
Olympus Scientific Solutions Americas Corp- Waltham, MA
09.2017 - 05.2018
Customer Service Representative
Olympus Scientific Solutions Americas Corp- Waltham, MA
08.2015 - 08.2017
District Administrator/ Pharmacy Scheduler
CVS Regional Business Office- Needham, MA
01.2013 - 08.2015
Rx District Administrator
CVS Pharmacy, GREATER BOSTON AREA
04.2012 - 01.2013
Lead Pharmacy Technician Cpht
CVS Pharmacy, Stoneham, MA
09.2001 - 04.2012
Certificate - Medical Billing/Coding
CLARK UNIVERSITY COMPUTER CAREER INSTITUTE
Associates - Business Management
MIDDLESEX COMMUNITY COLLEGE