Melissa Hooten

• Managed a portfolio of 20 enterprise brands, building strategic relationships to drive partner satisfaction, retention, and long-term growth.
• Acted as the strategic point of contact for key partners, anticipating needs, resolving escalations, and delivering tailored solutions to improve partner performance and experience.
• Partnered cross-functionally with Operations, Product, Marketing, and Support teams to troubleshoot issues, streamline processes, and ensure seamless execution for high-value enterprise partners.
• Conducted regular business reviews with brand stakeholders, analyzing key metrics and translating insights into actionable recommendations to increase order volume and operational efficiency.
• Built and maintained strong executive-level relationships, positioning EzCater as a trusted catering growth partner.

• Partnered with Account Managers to support the growth, retention, operational health of enterprise brands.
• Produced executive-level presentations and contributed to strategic business discussions with internal teams and external stakeholders.
• Generated recurring performance reports, translating complex data into clear insights on performance trends, risks, and opportunities.
• Collaborated cross-functionally to ensure timely issue resolution and a consistent 360° partner experience.

• Provided real-time support to customers and partners, resolving service issues and educating users on platform functionality and order workflows.
• Handled high-volume inbound calls, including escalated situations, and delivered effective resolutions while maintaining customer satisfaction.
• Monitored and managed active orders to ensure accurate fulfillment and smooth coordination between customers and partners.
• Coached and supported fellow customer service agents by providing guidance on complex cases, reinforcing best practices, and contributing to team performance and quality standards.

· Served as the primary point of contact for clients and real estate agents, coordinating inspection services, answering inquiries, and recommending appropriate solutions.
· Scheduled and dispatched inspectors, managing logistics to ensure timely, efficient coverage of inspection appointments.
· Oversaw inspection order workflow end-to-end, coordinating between clients, agents, and inspectors to ensure accurate and timely completion of reports and services.
- Implemented and managed office systems and software, supporting operational setup and ensuring smooth day-to-day business functionality.
· Developed and led onboarding and training programs for new hires, standardizing procedures and improving team consistency and performance.