Mel D
@meld
Customer support and higher-ed program leader who resolves issues fast and helps students succeed.
United StatesWhat I'm looking for
I currently work as a Product Expert (Independent Contractor) for Omni (TurboTax) and Working Solutions (A Place for Mom), helping customers with inquiries and resolving product issues via phone and chat. I represent client brands and focus on providing excellent customer service and a positive customer experience.
Earlier, I served as a Customer Service Representative for Sykes/Capital One, handling customer inquiries, troubleshooting products, and solving problems with clear, timely communication. I documented interactions accurately in the company database and helped maintain customer satisfaction while meeting performance targets in customer satisfaction, productivity, and quality.
My background also includes leadership and student success work in higher education. As an Academic Specialist, TRIO Student Support Services (SSS), I supported a caseload with personal, academic, and career support; managed student files for academic progress and retention; helped with FAFSA and financial literacy; and designed interventions tied to federal grant requirements. I also served as a Residential Director, Residential Life, providing training and crisis response support through de-escalation and coordination of emergency response.
Experience
Work history, roles, and key accomplishments
Independent Contractor
Working Solutions (A Place For Mom)
Jan 2025 - Present (1 year 6 months)
Provided customer support for A Place for Mom, assisting clients with inquiries primarily via phone and delivering excellent customer service while representing the client brand.
Product Expert
Omni (TurboTax)
Jan 2025 - Present (1 year 6 months)
Assisted customers with TurboTax product inquiries via phone and chat, resolving issues and providing excellent customer service while representing the client brand.
Customer Service Representative
Sykes/Capital One
Jan 2023 - Present (3 years 6 months)
Handled customer inquiries and supported product troubleshooting by providing accurate information and problem-solving guidance to ensure customer satisfaction.
Before and Aftercare Program
Manatee Charter School
Jan 2020 - Present (6 years 6 months)
Oversaw day-to-day operations of the before and aftercare program, including monitoring staff and students and ensuring proper sign-in and dismissal procedures.
Academic Specialist, TRIO SSS
The College of Saint Scholastica
Jan 2018 - Present (8 years 6 months)
Provided personal, academic, and career support with financial literacy for a student caseload, maintaining accurate student records and supporting academic success through advising and programming.
Residential Director, Residential Life
The College of Saint Scholastica
Jan 2017 - Present (9 years 6 months)
Provided support and leadership for residential life by training student staff, participating in an on-call crisis response rotation, and coordinating staff mobilization and emergency response when needed.
Education
Degrees, certifications, and relevant coursework
Nova Southeastern University
Master of Science, Higher Education
Earned an MS in Higher Education from Nova Southeastern University, completed May 2016.
Stetson University
Bachelor of Arts, Humanities
Earned a BA with a major in Humanities and minors in Biology and Gender Studies from Stetson University, completed May 2014.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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