Jasmin M.
About Jasmin M.
Jasmin M. serves as the Director of CX Development at Melio, where she oversees customer experience initiatives and manages various teams to enhance service delivery. Her previous roles include significant positions at Uber and Strategic Financial Solutions NY, where she developed her expertise in operations and customer support management.
Current Role at Melio Payments
Jasmin M. serves as the Director of CX Development at Melio, a position she has held since 2022. In this role, she oversees various initiatives aimed at enhancing customer experience. She manages the CX & Payment Learning & Development programs, which focus on improving team skills and knowledge in customer experience and payment processes. Additionally, she directs Workforce Management & Intraday Analysts to optimize staffing and resource allocation for customer service operations.
Previous Experience at Uber
Prior to her current role, Jasmin M. worked at Uber from 2018 to 2021. She started as an Operations Supervisor and was promoted to Operations Manager. During her tenure, she was responsible for overseeing operational efficiency and managing teams to ensure high-quality service delivery. Her experience at Uber provided her with a strong foundation in operations management within a fast-paced environment.
Background in Operations at Strategic Financial Solutions NY
Jasmin M. has a diverse background in operations, having worked at Strategic Financial Solutions NY from 2015 to 2018. She held multiple roles, including Operations Administrative Assistant, Data Research Specialist, and Operations Team Lead. In these positions, she gained experience in administrative support, data analysis, and team leadership, contributing to her comprehensive understanding of operational processes.
Leadership in Customer Experience Initiatives
In her current role and previous positions, Jasmin M. has demonstrated leadership in customer experience initiatives. She leads the Voice of the Customer initiative, which focuses on capturing and analyzing customer feedback to improve service delivery. Additionally, she supervises the Quality Assurance team to ensure high standards in customer interactions and service delivery, and coordinates with the CX Project Manager to implement strategic projects aimed at enhancing customer experience.
Oversight of Zendesk Administration
Jasmin M. oversees the Zendesk Administrator role, ensuring efficient customer support operations. This responsibility includes maintaining the functionality of the customer support platform and ensuring that the team has the necessary tools and resources to provide effective service. Her oversight contributes to the overall efficiency and effectiveness of customer support at Melio.