Melissa Rosen
- | LinkedIn | - | 425 W Beech St., San Diego, CA 92101
PROFESSIONAL SUMMARY
Customer Experience specialist with over 3 years in demanding start-up environments and 7 years prior in the
fast-paced television production world.
Director of Customer Experience — Guesthop, San Francisco, CA
September 2018 - February 2019
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Transitioned in-house emergency response phone line to a call center, saving the company
$2000/month and saving employees 2-3 hours/day.
Standardized and optimized guest communications and automatic responses for 100+ properties.
Maximized the use of a Property Management System to include all necessary data fields, moving
from 4 different sources of information to 1.
Managed proactive email correspondence via Mailchimp, including weekly and quarterly newsletters.
Streamlined internal training guides and checklists for on- and off-boarding new properties.
Head of Customer Experience —
Coffee Meets Bagel, San Francisco, CA
August 2015 - June 2018
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Transitioned a reactive 3-person support team focused entirely on answering emails to a proactive
2-person team responsible for product writing, product marketing, and feature rollout
communication to 400,000 DAU.
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Developed training and “voice” of AI-chatbot to increase customer engagement by 5x while reducing
number of incoming emails by half, as DAU doubled.
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Led team to successfully answer 7,000-10,000 daily incoming emails, while improving customer
satisfaction and decreasing response time from an average of 24 to 9 hours.
Generated and edited copy for in-app content, new prototypes, product marketing campaigns, app
store descriptions, internal knowledge base, and all customer-facing communication.
Devised and presented metrics to turn qualitative customer feedback into quantitative stats to
ensure customer experience KPIs were at the core of all product, technical, and financial decisions.
Script Coordinator — Late Night with Seth Meyers, New York, NY
January 2014 - November 2014
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Coordinated with a team of over 40 writers, producers, and technicians to develop daily script and
communicate hourly revisions.
Script Coordinator — Saturday Night Live, New York, NY
August 2009 - May 2014
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Provided concise verbal and hand-written communication between writers and production crew to
explain script revisions with extremely tight turnaround.
Programming Coordinator — New York Television Festival, New York, NY
June 2009 - Feb 2014
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Produced sold-out educational seminars, web tutorials, fan panels, and industry mixers.
Compiled artist feedback and recommended changes to increase comprehension and participation.
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EDUCATION
New York University, New York, NY — B
achelor of Science in Communications, Minor in Producing
