Sue Melfi

About Sue Melfi

I’m a customer experience leader with deep expertise in customer support operations…

Experience

1. Director of Member Support

   Consumer Reports

   Jun 2016 — Present

   Hired to lead member experience improvement, amplify the brand, support shift from a subscription to membership model, launch white glove concierge service and manage $4.7M budget. Turned a cost center into a revenue generating department. Successfully renegotiated outsourced vendor contract in 2022 contract costs flat from the previous 3 year contract. Implemented AI Virtual Agent with a 60% success rate and $140k savings per year in labor hours. Launched customer satisfaction (CSAT) survey achieving a 98% satisfaction rating consistently. Spearheaded upsell program generating $500k annually. Successfully launched a donation-ask program generating $200k in revenue. Implemented Salesforce Service Cloud realizing a saving of over 200K in licensing fees and reduced agent handle time. Launched white glove concierge service consistently achieving CSAT score of 90%+. Created and codified agent training plans to deepen understanding of our brand, creating stronger consumer brand affinity and increased member satisfaction. Improved agent quality scores from 80% to 95% within a 3-month period and maintain 95%. Maintain agent attrition at or below 10%.

Education

• Buffalo State University

  BS

Skills

• Sales
• Software Documentation
• Cloud Computing
• Business Development
• Strategy
• Product Development
• Call Center Start-Up
• Crm
• Leadership
• Training
• Electronic Trading
• Time Management
• Account Management
• Trading Systems
• Project Management
• Additive Manufacturing
• Early-Stage Startups
• Customer Service
• Equity Trading
• Management
• Customer Satisfaction
• Salesforce.com
• Customer Relationship Management (Crm)
• 3d Printing
• Equities
• Start-Ups
• Customer Support
• Market Data
• Technical Support