Melanie Bonilla

Melanie Bonilla has a diverse work experience in various roles and industries. Melanie is currently working as a Solution Analyst at Emburse since 2022. Prior to that, they were at ZARA USA from 2020 to 2022, where they held the position of Customer Service Operations Lead. In this role, they monitored SLA and KPI of call centers, conducted quality audits, and resolved escalated cases.

Before ZARA, they worked at Flight Club for several years from 2011 to 2020. During their tenure, they held multiple roles including Operations Support Manager, Customer Service/Escalations Manager, Customer Service/Escalations Supervisor, and Customer Service Representative.

At Flight Club, Melanie was responsible for streamlining the order management workflow, improving order cycle time and delivery, and managing open orders and backlog. Melanie also managed workflow, reported on agent productivity, and ensured compliance with SLA agreements. In addition, they trained and mentored new team members, supervised a team of customer service representatives, and resolved customer complaints.

Melanie began their career at Armani Exchange as a Sales Associate from 2010 to 2011. Overall, their work experience demonstrates their expertise in operations support, customer service, and leadership roles.

Melanie Bonilla attended John Jay College (CUNY) from 2008 to 2013, where they earned their Bachelor of Arts (BA) degree in Criminal Justice and Corrections.