Melissa Bass
Sr Production Support Manager @OpenText
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WORK HISTORY
Sr Production Support Manager @OpenText
Southfield, MI, US
Support 600K+ end-users; upwards of requests monthly• Achieved monthly CSAT score of >97%• Exceeded KPI goals, including initial response time, time to resolution, 98% service level compliance, and backlog reduction• Introduced self-service capabilities for chat, online ticketing, and knowledgebase by collaborating with IT to develop and deploy a customer support portal• Worked cross-functionally with Customer Success Managers, Operations Managers, and Product Managers to address incidents and defects and mitigate escalations
EDUCATION
University of Michigan-Dearborn
Bachelor of Arts (B.A.), English Language and Literature/Letters
SKILLS
ABOUT MELISSA BASS
Technical Customer Support Manager with a track record of leading teams that delight customers across automotive, manufacturing, and healthcare industries. Veteran manager of tier 1 and 2 teams supporting business-critical Identity and Access Management, EDI, and custom application solutions for a complex ecosystem of clients, their suppliers and business partners.
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