Melissa Servin

TIGERCONNECT - SANTA MONICA, CA July, 2016 – Present A healthcare communication platform for patient and care team communication and information EMPLOYEE EXPERIENCE MANAGER April 2020 - Present Notable Projects ? Created and launched Employee Wellness Program ? Facilitated and led Diversity, Equity & Inclusion feedback discussions with employees ? Implemented office safety protocols and transitioned to virtual events to keep employee engagement while working from home due to COVID-19 ? Developed and implemented COVID-19 Safety Protocols for HQ Overview ? Built and manage People Programs for employee wellness and enhance the employee experience Work with the SVP of People to develop, implement and manage employee experience strategies that ensure the TigerConnect vision, mission and values are infused throughout the employee lifecycle in a consistent and sustainable way ? Manage day-to-day employee engagement projects and programs to drive employee engagement and foster a high-performance culture ? Plan, author (or seek authors for) and coordinate internal communications regarding key employee processes, events and perks; liaise with the corporate communications team to ensure consistency and appropriate timing, source, method, etc. ? Understand the drivers of employee engagement and work to continuously evaluate efficacy of programs, improve the work environment and culture OFFICE MANAGER Jan, 2017 – April, 2020 Notable Projects ? Project managed complete office remodel, design and construction project ? Successfully planned and delivered 8 all-company conferences/events Overview ? Promoted to Office Manager in January 2017, additional responsibilities include; ? Work directly with Executive Team to facilitate and oversee semi-annual all-company conferences/events ? Establish corporate housing as-needed for Summer Intern Program, Executives and visiting employees ? Manage facilities for San Jose, Shanghai and Santa Monica offices ? Spearhead innovative employee activities and event planning ? Evaluate and execute improvements for facilities and events based on employee feedback ? Coordinate with People & IT Teams to ensure all New Hires are assigned workplace and equipment ? Assist with additional travel arrangements as-needed ? Distribution and maintenance of building access keys and parking assignments ? Point of contact for onsite security, maintenance and facility/cleaning crew OFFICE COORDINATOR July, 2016 – Jan, 2017 Notable Projects ? Launched the first all-company event which became bi-annual due to the success and engagement ? Streamlined functional processes with vendors and office coordination to save time and maximize budget Overview ? Assist the Director of People with innovative employee activities and event planning ? Oversee planning and logistics for office events such as departmental lunches, executive offsite meetings, happy hours and semi-annual company parties ? Order and maintain inventory for the kitchen and office ? Coordinate logistics of office operations including deliveries, repairs and maintenance ? Oversee conference room scheduling and all common areas to ensure that they are neat and clean ? Welcome all office guests, determine their needs and direct them to the proper person and/or department ? Answer mainline calls and direct to the appropriate departments ? Serve as a point of contact for vendors and visitors ? Respond appropriately to emergencies or urgent issues as they arise ? Assist the recruiting team with candidate interviews office visits (including cancellations, rescheduling) on behalf of the Recruiter or Hiring Managers; provide just-in-time support ? Handle sensitive and confidential internal company documents with discretion and professionalism · Support the HR/People Team in onboarding/offboarding process

· Trade show planning and support for all major industry shows and private distributor shows including shipping and travel coordination for staff reservations, all booth planning and space negotiation · Order Entry and management for all North American full-service distributor and key accounts including; Amazon.com, Sephora, Sally Beauty Supply, ULTA, Shoppers Drug Mart, Target, e-commerce partners and salon distributors · Primary point of contact for two large distribution networks and responsible for training distribution representatives on new product launches, promotional activity and other company ne · Accounting and general administration work for key accounts, e-commerce partners, distribution networks, salon distributors and direct business such as preparing presentations, shipping samples, assisting in building future business, qualifying new accounts including confirmation of credit application and establishing payment terms · Operations/logistics coordination and inventory strategy for all large customer orders exceeding 20K units · Working closely with warehouses to coordinate shipments/logistics for international shipments, specific shipment labeling and coordination of routing guides · Department sales reports · Coordinate RMA’s for customer returns and follow-up to issue credit memos · Acting Office Manager leading team morale building projects, planning company parties/events, team building programs and employee recognition and acting Safety Training Coordinator

· Promoted due to excellent customer service reviews from customers and management · Service over 550+ new and existing accounts while prospecting new leads within all US territories while building and maintaining relationships for unsupported accounts · Manage web portal for consumers, lead inquiries and accounts via ZenDesk · Directed high needs accounts by implementing new business plans, specifically for accounts performing below $6,000 yearly to increase Business Consultant’s sales volume in their respective territories in all US territories. · Inform accounts about current and upcoming promotions and product launches · Promote and coordinate client education classes · Create monthly e-blast newsletters with target incentives · Answer all client and consumer product inquiries · Coordinate with district and regional outside sales managers on sales operations · Order entry for existing accounts, business consultants, and sales managers · Developed and applied incentive based promotions that grew sales by $43,000, which involved: up-selling replenishment orders, new product launches, and special programs. · Regularly exceed sales targets. Improved customer relations in formerly problematic territories · Operated Oracle JDE Order Management database which involved: confirming tax statuses, applying credits and rewards, and performing sales transactions via telephone, email, or fax. · Supported 60+ outbound calls daily to existing accounts and prospective salons within US territories to develop business relationships and increase distribution. · Utilized CRM database Salesforce.com to keep detailed up to date account and client information including: status, performance, compliance, and reporting.

· Processed customer and business consultant orders in a fast-paced customer service call center · Input and processed customer orders and replacement orders · Answered questions regarding products, promotions, product use, policies, and the customer web portal · Document and resolve customer issues · Escalate customer service issues to appropriate departments and managers · Consistently ranked in the top three for call volume and customer satisfaction

· Coordinated all office business functions for Civil and Structural Engineering firm · Submitted engineering plans/blueprints to county for approval · Assisted with client invoicing and employee payroll · Created office forms, new-hire paperwork and templates for clients and employees · Scheduled and coordinated office calendar · Built and maintained strong client rapport