Stefania Mercolini
Calgary
Summary
Result-driven leader with proven ability to effectively manage cross-functional teams, consistently delivering exceptional customer outcomes while driving operational excellence. Skilled in leading projects from concept to completion, fostering collaboration between departments, and aligning initiatives with organizational goals. Experienced in supporting strategic initiatives, managing customer relationships, and optimizing workflows to enhance customer satisfaction and project success. Seeking to leverage expertise in leadership, project execution, and stakeholder engagement to contribute to business growth and operational efficiency as the Commercial Project Manager at Thrive Health.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Manager, Project Coordination & Customer Support
Thrive Health
09.2024 - Current
- Strategic Initiatives: Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Relationship Management: Designed training and onboarding strategies and followed up with clients post-implementation and strengthening retention through issue resolution.
- Processes & Documentation: Developed documentation, presentations, and external-facing materials to support client needs.
- Market Insights: Analyzed customer feedback, support trends, and market demands to inform product positioning and improve client expectations. Identified opportunities for new product enhancements or service offerings that could address needs and drive additional revenue.
- Operational Excellence: Maintained a +90% customer satisfaction rate by streamlining ticket workflows, conducting root cause analyses, and addressing escalated client issues with urgency and precision.
- Client-Centric Project Coordination: Managed the coordination of end-to-end project execution for client delivery. Aligned stakeholders across departments to ensure seamless execution of project goals and strategic objectives by hosting regular check-ins and progress reviews.
- Led & Mentored Teams: Managed a team of customer support analysts and project coordinators, maintaining team engagement and ensuring alignment with organizational goals.
Manager, Professional Services
Thrive Health
08.2023 - 09.2024
- Reporting to the VP of Customer Delivery, improved customer pain points across the customer journey, specifically within the service and loyalty sections
- Successfully lead cross-disciplinary teams to design and implement solutions, ensuring product/market fit for Thrive’s B2B and B2C clients
- Addressed prospect and customer business goals and needs by understanding customer requirements and translating complex technical/software problems into effective solutions
- Responded to functional and technical elements of RFIs/RFPs
Manager, Customer Support
Thrive Health
04.2022 - 09.2024
- Reduced ticket volumes in key areas through proactive process improvements and chatbot functionality enhancements
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Partnered with product teams to advocate for improvements based on support data and conducted regression testing to ensure quality
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Experience Analyst
BC Liquor Distribution Branch
05.2020 - 04.2021
- Conducted qualitative and quantitative analyses to support decision-making, troubleshooting data to enhance operational workflows, and served as a point of contact for escalations
- Resolved potential issues, initiated product recalls and customer quality complaints, and ensured health and safety standards
- Supported the300+ privately licensed retailers, held onboarding sessions and educated new and existing retailers
- Served as a subject matter expert on company policies, products, and procedures when advising both internal stakeholders and external customers alike.
Education
Bachelor's Degree - Economics & Business Management
Tor Vergata University
04.2016
Skills
- Team Leadership
- Client Relationship Management
- Project Lifecycle Execution
- Problem-Solving
- Workflow Optimization
- Data-Driven Decision-Making
- Content & Documentation
- Technical Software Language Proficiency
- CRM Tools
- Documentation & Reporting
STRENGTHS
- Leadership & Team Management: Proven ability to lead diverse teams with a strategic approach and implement successful client solutions.
- Customer-Centric Focus: Committed to enhancing customer experience by understanding needs and delivering innovative solutions, ensuring high satisfaction through proactive support
- Adaptability & Change Leadership: Demonstrated ability to adapt to dynamic SaaS environments, and find innovative solutions to evolving challenges.
- Problem-solving: Strong track record in troubleshooting complex technical issues and leading audits for process improvements.
- Stakeholder Communication: Effective in building relationships and ensuring clear communication with internal teams and external stakeholders.
- Process & Documentation Optimization: Strong track record in improving processes and creating documentation for growth and scalability.
- Operational Excellence: Expertise in streamlining workflows, optimizing processes, and implementing data-driven strategies for continuous improvement.
Certification
- Software Product Management, University of Alberta (In Progress)
- Project Management Certificate, University of Alberta (2024)
- Business Analysis and Process Management, Coursera (2024)
- Business Analysis Fundamentals Certificate, UBC Sauder School of Business (2022)
Languages
English
Native or Bilingual
Italian
Native or Bilingual
Timeline
Manager, Project Coordination & Customer Support
Thrive Health
09.2024 - Current
Manager, Professional Services
Thrive Health
08.2023 - 09.2024
Manager, Customer Support
Thrive Health
04.2022 - 09.2024
Customer Experience Analyst
BC Liquor Distribution Branch
05.2020 - 04.2021
- Software Product Management, University of Alberta (In Progress)
- Project Management Certificate, University of Alberta (2024)
- Business Analysis and Process Management, Coursera (2024)
- Business Analysis Fundamentals Certificate, UBC Sauder School of Business (2022)
Bachelor's Degree - Economics & Business Management
Tor Vergata University
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