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eMoney Advisor, LLC- Melissa Houlemarde

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: eMoney Advisor, LLC, Radnor, PA
Company Description: eMoney Advisor creates scalable, interactive wealth management technology that transforms how financial professionals, firms and enterprises operate their business, build relationships, serve their clients and deliver advice. Our nearly 650 employees work with passion and dedication each day to deliver industry-leading technology and unmatched service – all with the goal of helping our 50,000 users.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Technology Industries

Nomination Title: Melissa Houlemarde, Operations Specialist

Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Regardless of mission, size, or industry, businesses world-wide rely on back-office operations professionals to ensure the effectiveness and efficiency of their organization. The software as a service (SaaS) industry is no exception, which is why eMoney Advisor’s Client Engagement department is proud to boast an Engagement Operations professional committed to bridging the gaps between back-office processes and front-line service excellence. In 2017, Operations Specialist Melissa Houlemarde has proven through reliability, flexibility, and positivity to be the backbone of our Engagement Ops team.

Prior to 2017 Melissa contributed her high work ethic and collaborative energy to Client Engagement’s front-line call center as Client Support Specialist, all the while going above and beyond to assist with back-office and data-related projects beyond the written requirements of her role. Melissa’s tenacious spirit and willingness to help both her team and her clients enabled a seamless transition to Operations Support Specialist at a time when staffing for that team was down to just one part-time employee.

Being new to a role in which you are the sole full-time employee at a satellite office would undoubtedly prove challenging for most. However, Melissa quickly flourished, absorbing responsibilities which are now done by three full-time employees. In her short time as a member of the Operations Support team, Melissa has completed over 8000 requests from eMoney’s end users. She fields questions all day via an escalation queue and chat forums, providing internal agents the information they need to assist eMoney users. As the de facto senior-most member of her role, Melissa set a high bar for future Operations Specialists. Lucky for them, Melissa also took it upon herself after only a few short months in the role to revise and update all Operations Specialist role-based documentation, spanning from workflows and processes to 100-page training manuals and back-office databases.

In addition to being a value-add to department processes and support quality, Melissa is also a value-add to department culture. Melissa’s enthusiasm translates well to undertakings such as the holiday decorating contest and employee-appreciation initiatives. Peers and clients alike rely on Melissa’s warm nature and natural work ethic to enhance their daily quality of work.

Melissa has continued to exceed expectations by spearheading training for all new operations employees and implementing a cross-functional training program to educate front-line support staff on operations best practices. Given that no program previously existed, Melissa saw an obvious need to have a training regimen for the Operations Department and created an orientation program from scratch incorporating training, monitoring, shadowing, and mentoring. Melissa’s efforts have since grown to be incorporated into a company-wide training initiative for which she is currently working to digitize all operations trainings to an LMS (Learning Management Software). Melissa’s dedication to fostering and sharing knowledge empowers her peers to field complex customer queries and to not just meet but truly understand the driving forces behind service levels department-wide.

As the Engagement Operations team expanded it naturally absorbed new responsibilities including the manual addition and removal of all users of our proprietary financial software application emX. Though this proved to be a tedious undertaking, Melissa collaborated with team leads from Customer Service, Billing, and Sales to create new processes within Salesforce. The new workflows created transparency across many departments and allowed for all newly-added users to have a documented and tracked path throughout their client lifecycle, from the first sales call all the way through their onboarding training to their most recent customer support interaction. Any important notes or details regarding the new advisor, which had previously been lost or misplace, are now given directly to the onboarding coach. As expected, this information aided the seamless transition from sales to implementation, allowing the implementation coaches to approach their introductory conversations with users with a sense of familiarity.