Melissa is the Experience Assurance Manager for Sparklight, where she has worked for the last year. She leads a team of Experience Analysts and Design Specialists responsible for ensuring high quality customer interactions through associate coaching, soliciting customer feedback and amplifying the customers voice through the company, and enabling front line associates to provide suggestions on improving policies, processes or tools. Her team also provides the business with key actionable insights and solutions, to improve the customer experience and associate performance.
Servant Leadership is at the center of Melissa’s leadership journey. She has 20+ years’ experience in leadership and has had the pleasure of leading various types of teams such as IT help desks, Billing, Customer and Partner Operations, Voice of Customer, Software release, Usability Design, Quality assurance and Customer Insights.
Melissa enjoys pursuing new and exciting challenges while helping others succeed. She is passionate about customer advocacy, process improvement and identifying actionable insights to help support the business with meeting key strategic company goals. Melissa enjoys leading large-scale changes from concept to launch, and the start-up of new functional teams. She has a passion for solving complex problems and an ability to recognize the impacts to all areas of the business. She sets her teams up to be successful by aligning their skill sets with opportunities for additional responsibility and career development.
Melissa currently resides in Arizona with her husband Nathan and 9 year old daughter Adrianna. In her spare time, she enjoys cooking, hosting dinner parties, traveling and spending time with family.