Technical Support Senior Manager

MELISSA GALUVAO 801-***-****

West Jordan, Utah **************@*****.*** www.linkedin.com/in/melissa-galuvao

SENIOR MANAGER – CLIENT SUPPORT – OPERATIONS

Accomplished customer support manager successful in managing associates in multiple sites experiencing frequent change, including internal restructuring / departmental transformations. Hands-on leader recognized for success in leadership and driving employee engagement. Proven record of improving operating processes and procedures.

SIGNATURE SKILLS

People Leadership Business Owner Critical Thinking Resource Optimization

Transformation Team Building Workflow Analysis Customer Experience

Training & Development Problem Resolution Employee Engagement Entrepreneur

PROFESSIONAL EXPERIENCE

Founder & Owner – Raising Stoke Co., West Jordan, UT 2022 - Present

Established and currently manage a successful brand, apparel and custom design business, focusing on high-quality DTF prints, custom clothing, and brand development.

Designed and launched a limited seasonal collection featuring original designs, showcasing creativity and market insight.

Developed and maintained strong client relationships by offering personalized services, ensuring a high level of customer satisfaction.

Managed all aspects of the business, including sales, marketing, customer service, inventory, and financial operations.

Created innovative fundraising initiatives, collaborating with local sports teams and community events to drive brand engagement and revenue.

Demonstrated resilience and adaptability by transitioning from traditional employment to entrepreneurship, inspiring others to pursue independent ventures.

FISERV, INC., West Jordan, UT 2010 – 2022

Led teams in supporting customers and clients with online banking platforms, delivering top-tier service and troubleshooting assistance for online banking users and credit unions with core system and online banking needs.

Manager, Client Technical Support (2014 - 2022)

Client Technical Support Manager overseeing a team of 15–30 onsite and remote associates, focused on driving individual and team success aligned with business goals.

Led client services team supporting financial institutions with assets ranging from $3 billion to over $100 billion, utilizing a complex and highly customizable core account processing solution alongside integrated financial services products.

Implemented performance standards and statistical analysis tools, which enhanced administrative and operational controls, improved case resolution rates, identified client performance improvement opportunities, optimized resource utilization, and increased client satisfaction (LTR).

Planned, directed, tracked, and reported on strategic initiatives and key performance indicators, ensuring alignment with organizational goals and client needs.

Collaborated with customer-focused teams across the organization to deliver a cohesive service experience at critical client interaction points, fostering a holistic approach to service delivery.

Led client escalation management, ensuring timely resolution and exceptional client experience.

Conducted weekly one-on-one sessions with associates, providing performance statistics, actionable feedback, coaching, and guidance on career paths and growth goals.

Organized bi-weekly team meetings to discuss updates, process improvements, and team goals, fostering open communication and team cohesion.

Monitored associate metrics, workload, and queue availability to ensure client coverage and efficient workload management, contributing to a consistently high-quality client experience.

MELISSA GALUVAO 801-***-**** PAGE 2

Team Lead, Client Technical Support (2012 – 2014)

Assisted in managing the support team by providing coaching, knowledge sharing, performance statistics, and team-building activities to foster associate growth and engagement.

Conducted team meetings, one-on-ones, and goal-oriented conversations, aligning individual goals with team objectives.

Actively participated in leadership development through training resources and offsite leadership courses, enhancing management skills and team effectiveness.

Embraced teamwork with a positive mindset, fostering a collaborative work environment where colleagues enjoy working together.

Progressed into a managerial role, recognized for strong interpersonal skills, team-focused approach, and dedication to continuous improvement.

Representative, Client Technical Support (2010 – 2012)

Supported Credit Union clients and members in resolving online banking platform issues, ensuring high-quality service and efficient problem resolution.

Consistently delivered high-quality evaluations, receiving positive feedback and recognition from clients and members for excellent service.

Promoted to Team Lead, providing guidance to team members and managing escalations from clients and members to enhance support and client satisfaction.

HONORS / AWARDS

I AM O.R.A.N.G.E. MANAGER’S AWARD ASSOCIATE ENGAGEMENT HIGH ACHIEVER’S AWARD

PROFESSIONAL DEVELOPMENT

Six Sigma Managing Matters Situational Leadership I & II

MAGIC Coaching for MAGIC Leading Change LinkedIn Learning Leadership Development

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