Melanie Iacono

**** ******* ******* **** *** ***

Raleigh, NC 27607- 718-***-****

adyxvv@r.postjobfree.com

Actively seeking a role within a positive environment which I can utilize my organizational, management and training skills and expand my current talents.

CORE COMPETENCIES

Exceptional organizational skills. Simultaneously managed multiple roles and clients within company’s database and maintaining current information regarding clients and candidates

Keen Sense of Responsibility. Self-motivated to create not only daily and weekly goals, but also create a positive and safe working environment promoting friendly competition to drive individual and team success.

Managing Change. Multiple shifts in leadership and company core policies and culture

Fostering Teamwork. Work with multiple teams with various strengths and areas of opportunity, allowing me to utilize different training techniques and strategies

Building Collaborative Relationships. Develop, maintain and strengthen relationships with coworkers and prospective partners ensuring growth and success with all parties

Navigating Fast Pace Environment. Ability to recognize when pivots need to be executed in order to maximize positive results

PROFESSIONAL EXPERIENCE

CONDUENT (EZ-PASS) STATEN ISLAND, NY

Executive Trainer II October 2021 – Present

● Train over 500 new hires with a two-week curriculum with class sizes varying from 20-30 employees across multiple time zones

● In training settings, responsible for leading and promoting positive work environment and culture while adhering to all company policies and performance standards

● Lead transitional period from traditional in person setting to virtual classrooms

● Communicate with other departments to ensure trainees meet company expectations

● Continuous reviews of training material certifying relevance and consistency for seamless passage into the live setting

CONDUENT (EZ-PASS) STATEN ISLAND, NY

Call Center Team Lead April 2021 – October 2021

● Identify complex problems and review related information providing options and ensuring resolutions are executed

● Perform duties traditionally associated with customer service and actively seek ways to develop on floor staff

● Demonstrate techniques involving negotiating and conflict resolution, including a heavy focus on diversity and inclusion amongst staff

● Ensure all staff follows proper protocols and procedures creating consistent and positive results when faced with challenging obstacles

● Prepared weekly stats on their calls

● Scheduled one on one monthly meetings

CONDUENT (EZ-PASS) STATEN ISLAND, NY

Customer Service Representative October 2018 – April 2021

● Manage daily high call volumes with multiple focuses including personal/business accounts, delinquent/past due accounts and prospective clients

● Maintain positive attitude within the team and management while ensuring clients and challenging situations are met with poise, professionalism, and timely results

● Light training creating a safe place for questions and concerns involving systems and databases with fellow colleagues

● Client education on self-service options which allows clients to resolve issues outside of branch hours

YEARBOOK INNOVATIONS STATEN ISLAND, NY

Assistant Photographer September 2016 – March 2017

● Cash management including payments, register balancing and safe deposits

● Ensure all appropriate dressing and subjects are prepared for photography sessions

● Personalize all photo opportunities to guarantee full client satisfaction and repeat yearly photo shoots

● Provide guidance to multiple photo packages to clients allowing them to make educated and well informed decisions balancing needs and budgets

EDUCATION

Franklin D Roosevelt High School

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