Melissa Soto Mejia

Resolve customer concerns about software functionality and user experience for a mental health EMR platform. Identify, document, and report software bugs to the Technical Team and meet with customers via Zoom to troubleshoot billing and payment issues.

Led and evaluated customer service team performance against company KPIs. Collaborated with cross-functional teams to identify pain points and areas of opportunity, and analyzed and optimized operational workflows to improve efficiency.

Developed and maintained a large inventory of ranked websites relevant to target markets. Researched broad industry markets and curated selections for company websites.

Developed and implemented L&D strategies aligned with organizational goals for a mental health EMR company. Partnered with key stakeholders to identify training needs and build solutions, and created content for internal and external audiences including product guides, webinars, and onboarding resources.

Prepared and presented quality reports in management team meetings. Conducted root cause analysis and recommended corrective and preventive actions.

Developed and led training and orientation programs to onboard new and current employees on the company's website and tools. Collaborated with cross-functional teams to design training programs and workflows that improved agent performance and customer satisfaction.

Completed AI Literacy at Work: Essential Skills for Every Employee in 2026.

Completed Get Better at Prompting and Reviewing AI Responses in 2026.

Completed a Management Leadership Course.

Completed AI Literacy Basics: Applying Generative AI in the Workplace in 2026.