Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Certification
Accomplishments
Timeline
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Mel Nelson

Mel Nelson

Meridian

Summary

Dynamic Customer Success Manager with a proven track record at Engage Technologies Group, enhancing client retention rates and driving a 467% sales increase. Skilled in account management and relationship building, I excel in problem-solving and effective communication, ensuring exceptional customer experiences and fostering long-term loyalty.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Service Advisor

Harmon Smith Financial Group
Boise
08.2025 - Current
  • Assisted customers with product inquiries through phone and email communication.
  • Resolved customer complaints by identifying issues and providing effective solutions.
  • Educated customers on product features and benefits to enhance their experience.
  • Processed orders and returns accurately using company software systems.
  • Maintained detailed records of customer interactions for future reference.
  • Collaborated with team members to improve service delivery and efficiency.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Provided customer service by responding to inquiries and resolving problems in a timely manner.
  • Developed relationships with customers through proactive follow-up on orders.
  • Ensured compliance with all applicable laws regarding consumer protection.
  • Educated customers on product features and benefits to support sales efforts.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Customer Success/Account Manager

Engage Technologies Group
Boise
08.2020 - Current
  • Directed the management of high-revenue accounts to enhance product adoption and expansion, strategically optimizing client portfolios to align with business roadmap.
  • Fostered relationships with industry professionals through networking with surgeons and participating in national trade shows, which increased market visibility and led to strategic partnerships.
  • Orchestrated seamless client onboarding experiences by designing and implementing comprehensive, engagement-focused plans. Oversaw the successful transition of new clients into our services.
  • Introduced and executed a new onboarding process in 2022 that drastically improved customer retention rates from 43.4% in 2020 to 2.6% in 2022.
  • Enhanced communication channels with customers and internal teams to gather critical feedback on product usage and potential obstacles, leading to continuous product improvements.
  • Accelerated sales growth by vigorously exploring up-selling and cross-selling opportunities, contributing to a dramatic 467% year-over-year sales increase in 2022.
  • Spearheaded back-end projects to diversify service offerings and improve scalability, demonstrating strong project management capabilities.
  • Nurtured robust, personal relationships with customers by positioning myself as a trusted advisor. These relationships fostered customer loyalty and improved long-term client retention.

Household CEO

Motherhood
Meridian
09.2005 - Current
  • Oversaw operations of all systems and procedures (laundry, shopping, cleaning, transportation)
  • Delegated operational tasks to promote equal division of labor (chore charts, daily cleaning routines)
  • Delegating and overseeing staff, maintaining client and employee relationships, building team morale, interpersonal communication
  • Responsible for general education and training of small team of employees
  • Analytical/Research skills (a worried mother does better research than the FBI, no?)
  • Managing Multiple Priorities (feed, shop, cook, make lists, cuddle, and surf FB simultaneously)
  • Problem-Solving (why are they waking, what will they eat, how to get them to stop whining, how to eat candy without being seen)
  • Teamwork (dividing tasks, delegating chores, gaining cooperation from the uninspired)

Account Manager

SecureWatch
Meridian
05.2017 - 08.2020
  • Managed the resolution of basic technical issues with customer security systems remotely, optimizing efficiency and saving significant repair costs for both customers and the company.
  • Successfully established and maintained customer accounts in Alarm.com and FillQuick CRM, demonstrating proficiency in CRM tools and account management.
  • Administered the preparation and management of all account contracts, legal documents, and billing, ensuring compliance and accuracy.
  • Oversaw customer billing processes, including the management of accounts receivable and payable, thereby ensuring timely and accurate financial operations.
  • Spearheaded efforts at trade show sales, networking, and recruiting, cultivating relationships and promoting company offerings.
  • Led the management and scheduling of all appointments for sales representatives and technicians, optimizing team productivity and customer service.
  • Coordinated all customer interactions, including incoming and outgoing calls, emails, and office visits, ensuring customer inquiries and needs were promptly addressed.

Public Relations Associate

Townsquare Media
Boise
10.2010 - 06.2013
  • Coordinated with various departments to ensure the delivery of high-quality products and services, aligning with the company's mission and upholding standards of excellence.
  • Fostered positive working relationships with co-workers, customers, vendors, and the general public, showcasing strong interpersonal and communication skills.
  • Served as a professional representative of the station at all times, embodying the company's values and standards in all interactions.
  • Stepped in to provide backup support and attended sales/client meetings, demonstrating adaptability and commitment to team success.
  • Oversaw the accurate maintenance of endorsement information on a weekly basis, ensuring data integrity and reliability.
  • Managed the maintenance and organization of contracts, including distribution, mailing, and filing, demonstrating meticulous attention to detail and organizational skills.

Education

Bachelor of Science - Public Health

Boise State University
Boise, ID
12-2025

Bachelor of Science - Community Health

Arizona State University
Tempe, AZ, United States
08.2025

NCPT -

Athletics and Fitness Association of America
Gilbert, AZ, United States
10.2018

Associate of Science (AS) - Public Health

BYU-Idaho
Rexburg, ID, United States
12.2015

Skills

  • Communication skills
  • Customer relationship management
  • Ability to work under pressure
  • Quick learner
  • Team collaboration
  • Coaching and training
  • Problem solving
  • Public health expertise
  • Data analysis
  • Community engagement
  • Customer service excellence
  • Effective communication
  • Inter-department collaboration
  • Account management
  • Customer focus
  • Email management
  • Payment processing
  • Appointment scheduling
  • Training program development
  • Product support
  • Salesforce and HubSpot proficiency
  • Sales skills
  • Account updates and management
  • Team building activities
  • Follow-up calls and complaint handling
  • Quality assurance practices
  • Schedule management expertise
  • CRM software proficiency
  • Money handling skills
  • Hospitality and accommodation services
  • Multi-tasking abilities
  • Customer satisfaction measurement strategies
  • Cultural awareness training
  • Customer education initiatives
  • Relationship management
  • Client relations

Hobbies and Interests

Rollerskating, Karaoke, Traveling, Time spent building quality relationships, Shopping on Amazon, Quality time with my family

Certification

  • Nationally Certified Personal Trainer (NASM)
  • Idaho Life Producer
  • Idaho Health Producer
  • CPR Certified

Accomplishments

  • Rising Star Award 2022 Engage Technologies
  • Group Fitness Instructor

Timeline

Customer Service Advisor

Harmon Smith Financial Group
08.2025 - Current

Customer Success/Account Manager

Engage Technologies Group
08.2020 - Current

Account Manager

SecureWatch
05.2017 - 08.2020

Public Relations Associate

Townsquare Media
10.2010 - 06.2013

Household CEO

Motherhood
09.2005 - Current

Bachelor of Science - Public Health

Boise State University

Bachelor of Science - Community Health

Arizona State University

NCPT -

Athletics and Fitness Association of America

Associate of Science (AS) - Public Health

BYU-Idaho

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Mel Nelson