“Melissa Hockenberry has been a tremendous partner, mentor, and friend on my own career journey. Melissa has a unique ability to get the most potential out of everyone she works with. One of my first experiences with Melissa was her preparing me to deliver content to a room full of subject matter experts and training them on new ways to use our applications. We worked together every single year to ensure our training materials, presentations, and content delivered a world class experience to our customers. She is someone I have been able to lean on as a sounding board for new ideas, handling difficult conversations, and keeping teams on track to hitting goals. Melissa will be an asset to any company she works for, and would be an amazing part of any team!”
About
Contributions
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Here's how you can identify and address the underlying cause of a customer service failure.
Listening to and surveying customers, past customers, and employees provides a well-rounded view of your customer experience. Actions to improve the experience are key however the addition most companies fail to take is to report out on the improvements. Employees, customers, and yes, even past customers should know the changes you made to improve the experience. A monthly or quarterly improvement report shows your dedication to a better experience and educates customers and staff on improvements.
Activity
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How can you tell you've worked for an SMB? You've worked in a job for which you never saw a job description. Can you relate? #smb #msp…
How can you tell you've worked for an SMB? You've worked in a job for which you never saw a job description. Can you relate? #smb #msp…
Shared by Melissa Hockenberry
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Techs and Engineers: You are NOT going to love this week's video. Please watch anyway. 😊 If you make this change, it WILL improve your ability to…
Techs and Engineers: You are NOT going to love this week's video. Please watch anyway. 😊 If you make this change, it WILL improve your ability to…
Shared by Melissa Hockenberry
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Company post went up on time. This one got delayed by human error. SO this Thursday, you get TWO posts. Your welcome. 😊 Techs and Engineers: How…
Company post went up on time. This one got delayed by human error. SO this Thursday, you get TWO posts. Your welcome. 😊 Techs and Engineers: How…
Shared by Melissa Hockenberry
Experience & Education
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First Things First Training And Consulting, LLC
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Licenses & Certifications
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Community Manager Certification
Lithium Technologies
Issued -
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IT Information Library Foundations Certification (ITIL)
New Horizons Computer Learning Centers
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Customer Experience Management Training
Advance Strategic Management Institute
Courses
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Customer Experience Management Training
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Financial Accounting
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Project Management
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Recommendations received
23 people have recommended Melissa
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Techs and Engineers: Have you spotted a "Best Nana Ever" mug? Congratulations you are on your way to better relating to your customer. #msp…
Techs and Engineers: Have you spotted a "Best Nana Ever" mug? Congratulations you are on your way to better relating to your customer. #msp…
Shared by Melissa Hockenberry
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Isn’t it great when your friendships also turn into professional relationships? Great catching up with Joshua Adlam today over lunch to brainstorm…
Isn’t it great when your friendships also turn into professional relationships? Great catching up with Joshua Adlam today over lunch to brainstorm…
Liked by Melissa Hockenberry
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Practicing what I preach: BALANCE. Enjoying some vacation with family so here is an ICYMI video on regretted tattoos. Our series on learning to…
Practicing what I preach: BALANCE. Enjoying some vacation with family so here is an ICYMI video on regretted tattoos. Our series on learning to…
Shared by Melissa Hockenberry
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