Melissa Parry - Director, Customer Experience, Motion & Control Enterprises

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Network Power<100 people

Roles

👍100%

Sales & BizDev

💸33%

Marketing

🧑‍💼33%

C-level Executive

Geos

🇺🇸66%

United States

Work Background

MCE - Motion & Control Enterprises, LLCDirector, Customer Experience

Feb. 2022 - Dec. 2023North AmericaSupervised, mentored, and evaluated a team of 13 Customer Experience Agents who managed $8M in monthly customer transactions for this leading supplier of technical fluid power, automation, flow control, compressed air, and lubrication products, services, and solutions. Key Contributions: -Boosted customer satisfaction by introducing new HubSpot CRM companywide to help drive process efficiencies. -Improved customer email response time by consolidating 15+ customer-facing emails to one direct email address. -Enabled the company to measure customer satisfaction for the first time by creating and rolling out a new CSAT survey. -Established new SOPs and processes that supported company standards, goals, objectives, and strategic directives.

Verizon ConnectSenior Manager, Enterprise Customer Success

Oct. 2019 - Feb. 2022Rolling Meadows, ILDirected a team of 16 Customer Success Managers in growing and sustaining relationships with the company’s largest fleet management software & solutions B2B enterprise customers. Key Contributions: -Recognized with All in Award by Verizon Business Director in February 2021 for managing clean-up of newly launched ERP system and leading workstreams in reconciling 28,000+ customer records, which impacted $48M+ in revenue recognition.

Verizon ConnectSenior Manager, SMB Customer Success

Jan. 2019 - Oct. 2019Rolling Meadows, IllinoisDirected a team of 6 Managers of SMB Customer Success and 40 Customer Success Managers in supporting strategic directives, adhering to company standards, and aligning with the company’s overall future vision. Key Contributions: -Honored with the Customer Success Ovation Award in 2019 for taking on this newly created role and de-escalating issues with customers in jeopardy of non-renewal. -Played a crucial role in improving staffing and rewards & recognition programs.

Verizon ConnectManager, Global Customer Success Operations

Jun. 2017 - Jan. 2019Rolling Meadows, ILDesigned and implemented a Voice of the Customer program to improve overall customer satisfaction with Verizon Connect. Key Contributions: -Identified creative ways to humanize customers and developed customer stories that helped address their challenges with products and services. -Drove continuous improvements to enhance customer satisfaction and loyalty, worked cross-functionally to understand customer insights, and shared results with the senior leadership team. -Devised repeatable processes for listening to customers across different levels of “voice of the customer” program, such as relationship tracking, interaction monitoring, and continuous listening. -Expanded “voice of the customer” programs by leveraging NPS, surveys, and data trends to drive customer experience improvement initiatives. -Researched and leveraged industry best practices and state-of-the-art tools to benchmark the organization’s “voice of the customer” program against industry leaders in Customer Experience. -Delivered frequent updates to Customer Success on the voice of the customer programs, scorecards, risk mitigation steps, and roadmap outlook. -Established new SOPs and governance models to continuously improve customer feedback. -Recognized with the Customer Champion Award by Verizon Connect CEO in 2018 for outstanding work on the voice of the customer program.

Verizon ConnectManager, Customer Success, SMB

Oct. 2016 - Jun. 2017Rolling Meadows, ILLed a team of 12 Customer Success Managers in small to medium business customer segment, focused on growth, retention, and churn mitigation. Key Contributions: -Drove process improvements, ensured all calls were handled efficiently and effectively, and revamped SOPs as needed.

Verizon ConnectTeam Lead, Product Training / Product Trainer

Sep. 2013 - Oct. 2016Rolling Meadows, ILIn 2015, I earned my first promotion and was tasked with leading a team of Product Trainers in supporting clients with product upgrade training and education. I provided appropriate coaching, counseling, direction, and issue resolution. Key Contributions: -Assisted cross-functional leaders and peer groups in developing, analyzing, and implementing staffing, training, and rewards & recognition programs. -Designed training curriculum to enhance effectiveness and conducted continuing education on software updates. -Performed as Project Leader on multiple business-critical process improvement projects.