MELISSA MARZETTI
Vaughan,Ontario
Summary
An accomplished professional with a strong educational foundation in design and equity, I possess a unique ability to blend creative thinking with critical analysis. Continually striving to enhance operational efficiency and streamline processes, I bring a fresh perspective to problem-solving and project management. 5+ years in customer experience space leading cross functional projects and 2 years in learning and development have provided me with the opportunity to lead transformative projects that significantly impact client, customer and employee experiences. Through innovative learning solutions and strategic thinking I consistently surpass business objectives. My approach combines creative ingenuity, efficiency optimization, and unwavering dedication to ensure project success.
Overview
6
6
years of professional experience
Work History
Lead of CX Training
Mejuri
01.2023 - Current
- Project managed the on-boarding of over 200 employees YTD
- Implemented LMS system and managed the creation of an evergreen onboarding program
- Gathered and analyzed training needs through historical data, surveys, and focus groups to collect quantitative and qualitative data to inform instructional design strategy
- Connect with SMEs and executive stakeholders to tailor training programs to overarching business objectives
- Designed, developed, and facilitated the first ever sales training program converting the customer service department to revenue driving
- Increased customer satisfaction by 15%, consistently above target
- Through ongoing training and employee engagement initiatives this program has been voted #1 in Colombia for employee satisfaction, and #5 in the world out of 197 programs
- Coaching, developing and leading direct report to ensure they are meeting personal and business objectives.
Lead of Customer Experience (CX)
Mejuri
01.2022 - 01.2023
- Lead the project take off to hand over of a department transition from an internal team to outsourced agency which included the recruitment process, client relationship management, and organizational chart restructuring
- Managed the full cycle onboarding of 100 employees
- Designed training materials for onsite, overseas training
- Managed the onboarding of 100 employees
- Collaborated with cross functional stakeholders such as marketing, IT, brand, operations and supply to inform training strategy
- Developing, implementing, and collaborating on standard operating procedures which resulted in greater efficiency, decreasing cost/head by 85%.
E-Comm Support Shift Leader
Mejuri
01.2021 - 01.2022
- Monitoring and overseeing live metrics for a team of up to 30+ customer experience agents
- Coaching a team of 4-6 through consistent 1:1s, skill improvement workshops, and trainings
- Consulting on departmental projects for process improvement to increase team member efficiency and decrease ticket average handle team, leading to a decrease in cost per ticket
- Assessing needs and implementing change management to consistently improve KPIs such as service level agreements (SLA) and Customer satisfaction (CSAT).
Operations Coordinator
Bloom Care Solutions
01.2021 - 08.2021
- Completed robust cross departmental job & task analysis and deducted recommendations for operational efficiency
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Spearheaded quality assurance program & SOPs, including a detailed implementation plan for all client facing employees
- Assisted with the recruitment, supervision and orientation of field employees
- Client account management on CRM system.
Client Services Coordinator
Tutor Doctor
01.2018 - 01.2021
- Collected & analyzed customer experience data to optimize operational efficiency increasing team's sales by 40 % YTD
- Worked closely on client accounts to ensure service was completed with care and accuracy leading to an increased customer satisfaction score
- Job & task analyses of Customer Experience department to better optimize department efficiency
- Handled all delegated tasks including: client calls, escalations and sales calls.
Education
BA - Women & Gender Studies - Honors List
University of Toronto
Certificate - Design
Toronto Metropolitan University
Skills
- Project Management
- Coaching & Leadership
- Needs & Task Analysis
- Notion
- Asana
- Learning Management Systems (LMS)
- Articulate 360 software
- CRM (Customer Relationship Management) software
Consulting And Memberships
- Diversity Consultant (2021 - present) Consult as a subject matter expert on diversity, equity and inclusion (DEI) initiatives within the business. Work directly with executive leadership to ensure that a DEI lens is woven into the foundation of AOP projects from a top-down approach.
- Monday Girl Member (2023- present) Part of a larger network of career focused women to share, learn and grow our technical, leadership, and networking skills.
Timeline
Lead of CX Training
Mejuri
01.2023 - Current
Lead of Customer Experience (CX)
Mejuri
01.2022 - 01.2023
E-Comm Support Shift Leader
Mejuri
01.2021 - 01.2022
Operations Coordinator
Bloom Care Solutions
01.2021 - 08.2021
Client Services Coordinator
Tutor Doctor
01.2018 - 01.2021
BA - Women & Gender Studies - Honors List
University of Toronto
Certificate - Design
Toronto Metropolitan University
Similar Profiles
GREGORY WILLIAMSGREGORY WILLIAMS
Stylist at MejuriStylist at Mejuri
Jerusa ReynoldsJerusa Reynolds
Store Director at MejuriStore Director at Mejuri
DEBBIE CATAYONGDEBBIE CATAYONG
Stylist at MejuriStylist at Mejuri
BHINDER KAURBHINDER KAUR
Warehouse Packer at MejuriWarehouse Packer at Mejuri
Luca ReaLuca Rea
Recreation Specialist at City of VaughanRecreation Specialist at City of Vaughan