Customer Support Care

Melissa J Maloney

Aurora, CO ***** 720-***-**** ******************@*****.***

linkedin.com/in/MelissaJMaloney

CUSTOMER SUPPORT MANAGER

Customer care veteran with 15+ years of customer support experience, as both associate and manager, I have worked with a diverse set of clients; corporations large and small, various state agencies, educational institutions and individual contractors. I have addressed an equally diverse set of issues, from quick questions to months long client projects involving working with numerous colleagues across departments and external agencies. I spent the last few years as manager of small, specialized team similarly supporting energy data, as well as other team members supporting related software products. The teams I supported were a mix of both local and remote colleagues working around the US and Canada.

AREAS OF EXPERTISE

Data Research and Analysis Oracle SQL Problem Solving Technical Customer Support High Performing Team Leadership US Oil and Gas Data Enerdeq US Data Online Reliability TOAD ArcMap ArcGIS SalesForce Microsoft Dynamics CRM Microsoft Office Suite SalesForce SaaS Communications

EXPERIENCE

LADRIS TECHNOLOGIES, INC., Nevada City, CA October 2024 – April 2025

Formerly IHS Markit, and IHS Global.

Client Implementations Engineer Ladris Technologies Inc. October 2024 – April 2025

Responsible for acquiring and refining data used by evacuation simulation and other mapping projects.

Worked with state and municipal government clients to incorporate data from numerous sources for onboarding clients onto customized map platforms.

Built numerous projects using map data; extensive use of QGIS and other GIS programs.

S&P GLOBAL COMMODITY INSIGHTS, Englewood, CO April 2007 – October 2023

Formerly IHS Markit, and IHS Global.

Client Services / Customer Care Support Manager S&P Global Commodity Insights, March 2021 – October 2023

Took over leadership of US Well and Production Data team, as well as Canadian Data team (six direct reports); later transitioned from Canadian data team to manager for Field Direct / Perform / PowerTools / Subpump support team.

Guided both data support and software support teams during corporate transition, including MS Office suite and CRM transitions.

Restructured Canadian team by having all team members cross-trained in all functions, for better coverage during absences. Did the same with the Field Direct team once they were moved under me.

Senior Technical Research Analyst II IHS Markit, December 2013 – March 2021

Continuing support of US data client issues; expanded coverage to include production data and allocation data issues.

Spearheaded the creation of a 300 plus page data entry manual for Wiser data entry system, collaborating with two associates in defining standard procedures for entry of historical well data.

Conceived and executed creation of Access database to archive previous Microsoft Dynamics CRM cases from 2007-2019 in order to preserve case data for reference.

US Data Support Analyst IHS Global, April 2007 – December 2013

Addressed client inquiries regarding US energy data, including researching and correcting data errors and working with various state agencies to acquire research material.

Utilized ARC GIS systems and various state GIS system to research and correct GIS data for well locations.

Worked with multiple state agencies to acquire location and completion information.

Conceived and built Knowledge Base webpage resource in 2008, which consolidated and streamlined both procedures and resources for data research.

Conceived and orchestrated “Client Connections” customer engagement program in 2011.

EDUCATION

Bachelor of Science (BS), Geology, Pacific Lutheran University, Tacoma, WA

Associate of Arts (AA), General Studies, Community College of Aurora, Aurora, CO

AWARDS AND RECOGNITIONS

2011 - Commitment to Customer Care Award

2015 - Received Distinguished Service Award for special data project for a large energy client; mapping and defining data elements for oil & gas production.

2020 - Commitment to Customer Care Award

VOLUNTEER AND COMMUNITY SERVICE

March 2013 - Headed Supply drive for Denver Dumb Friends League Animal Shelter

June 2014 – Headed supply drive for Colorado Supporting Our Troops military care packages

October 2016 – Conceived and executed “Fall Festival” for Denver Dumb Friends League Animal Shelter

December 2017 - Headed Supply drive for Denver Dumb Friends League Animal Shelter

November 2018 – Coordinated second “Fall Festival” for Denver Dumb Friends League Animal Shelter

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