Customer Support Specialist

Melissa Bassa

Grayson, GA • 678-***-**** • **************@*****.***

PROFESSIONAL SUMMARY

Results driven and resourceful professional with a strong background in analytics, customer experience, and business research. Possesses excellent verbal and written communication skills. Able to work with different stakeholders to solve business problems in a timely manner. Passionate about training and development to share knowledge and breakdown complex process into simple state.

WORK EXPERIENCE

EPIC Atlanta, GA

Consultant May 2016 – Present

Provide project based Epic Consulting through Manpower Group and Bahama Consulting.

Train and develop new Epic users on how to use the software, best practices, and how to problem solve.

Subject Matter Expert in Ambulatory, Cadence-Prelude and Grand Central Epic workflows.

Mentor new Epic consultants on best client practices, training, and how to effectively troubleshoot in real time.

Verizon Wireless Atlanta, GA

Senior Business Analyst July 2013 – December 2015

Tested and launched products and services using data and historic knowledge to eliminate design errors and avert unnecessary revenue leakage.

Partnered with executives and cross-functional teams to understand business needs and develop clear insights thus providing the company with millions of dollars of cost savings.

Trained customer service representatives on the new products by providing them with the training materials, benefits, and solutions.

Created and developed new product training materials to improve the customer product experience thus allowing cost savings to customers and increased profit to company.

Senior Analyst, Billing and Pricing June 2012 – July 2013

Led, trained, and mentored a team of 12 analyst responsible for project management on all billing system enhancement releases, conversions, property transitions, and accuracy.

Designed desktop procedures according to control procedures for test scripts according to project plans to be used for regression testing during every Enterprise release.

Responsible for scripting and executing over 10,000 test cases to ensure proper implementation of all enhancements; this reduced the need for post-release corrective actions by 100%.

Developed and communicated turnover documentation to affected teams for use in training staff on new procedures, enhanced functionality or process improvements.

Analyst, Reference Data November 2008 – June 2012

Analyzed all reference data updates submitted for new and existing project requests as well as software and network enhancements to ensure accurate product delivery.

Performed verification processes through testing to ensure that new offerings were implemented to meet Marketing and/or Network Launch schedules.

Assist Consultant with all aspects of new product creation. From inputting products into software for testing to ensuring new product launch on time.

Account Liaison November 2005 – November 2008

Served as a trusted Account Representative to major Fortune 500 Companies such as Coca Cola, US Express Trucking, Waste Management, UPS and 711.

Reviewed customer business accounts and suggested ways to reduce cost and improve account performance.

Generated million of dollars in revenue upselling products and services

EDUCATION

Strayer University Atlanta, GA

Master of Business Administration

Georgia State University Atlanta, GA

Bachelors of Science in Human Resource Development

SKILLS

Training and Development • Executive Presence • Excellent Verbal and Written Communication

Microsoft Office (Word, Excel, PowerPoint, Access) • Google Suite (Docs, Sheets, Slides) • SQL Account Management • Epic • Microsoft 365

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