Jazmin Melchor

Experience

• 

  Morningstar

  Jun 2017 - now

  o Managed performance, employee development, and process improvement for approximately 20 employeeso Partnered with Talent & Culture to oversee cyclical turnover of representatives within the development programo Collaborated with Sales, Service, Product, and Data teams to continually improve standard operating procedureso Provided reporting on client feedback and resolution times to Management, Sales, Service, Product, and Data leaders o Supervised day-to-day front-end operations of 3 customer support teams consisting of approximately 25 employeeso Hired, trained, and mentored strong customer support representatives through the Morningstar Development Programo Maintained feedback loop with product owners to advocate for enhancement of products and customer experienceso Partnered with Sales, Service, and Product leaders to coordinate successful go-to-market launches o Oversaw the performance of 12 customer support representatives to maintain exceptional service for our clientso Directed the schedules of two teams to assure staffing and service level needs were meto Served as the internal and external escalation point to act on opportunities for process improvement and coachingo Conducted routine check-ins with employees to continually develop and assist them in navigating their careers o Investigated and resolved product issues in a timely manner to provide quality client experienceso Trained and assisted new teammates on unfamiliar processes and procedures to establish a learning environment o Escalated issues, as needed, to assure Morningstar products met a gold standardo Developed process for trouble-shooting Enterprise Component products to expedite related case-cycle times o Recruited and strategized for internal associate level positions to aid internal, early talent with career progressiono Managed the day-to-day schedules and priorities of three interns to assure team needs were handledo Discussed Summer Intern performance with managers, as the Summer Internship Program co-managero Developed process for tracking and attaining intern work-flow metrics by moving team onto Jira o Discussed compensation, sponsorship, and other HR matters with candidates to further assess candidacy o Recruited, interviewed, and hired year-round interns to establish a strong pool for the Development Programo Managed the day-to-day schedules and priorities of two other interns to assure team needs were handledo Supervised and mentored an intern with special needs to create an inclusive environment

  • Program Manager

    Apr 2022 - now

  • Customer Support Manager — Enterprise Support

    Jan 2022 - Apr 2022

  • Associate Customer Support Manager — Enterprise, Licensed Data, and Commodities & Energy Support

    Aug 2020 - Jan 2022

  • Customer Support Team Lead — Enterprise and Commodities & Energy Support

    Feb 2020 - Jul 2020

  • Customer Support Representative, Enterprise

    Sept 2019 - Feb 2020

  • Talent Acquisition Specialist

    Mar 2019 - Sept 2019

  • Talent Acquisition Intern

    Jun 2017 - Mar 2019