Priscilla Mellon
Cherryville,North Carolina
Summary
Dedicated professional with over 17 years of experience in service delivery and customer service management, currently excelling as Manager - Service Delivery at HCLTech. Expertise includes Salesforce implementation, CRM administration, and call center operations, with a strong focus on optimizing service levels, reducing abandonment rates, and enhancing resource utilization. Proven ability to collaborate with client stakeholders to adapt strategies and streamline processes for healthcare call centers, ensuring operational efficiency and exceptional customer satisfaction. Committed to leveraging workforce techniques for analyzing call volume and staffing modifications while fostering collaborative relationships that drive high-quality solutions and organizational success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager - Service Delivery Customer Service
HCLTech
08.2024 - Current
- Responsible for planning and supervising execution of daily operational initiatives for inbound healthcare customer support center, including management of service levels, abandonment rate, and utilization.
- Primary point of contact our client partners for day-to-day activities; coordinating strategies to handle unique situations and expectations for the healthcare call center.
- Consistently monitor processes and policies to ensure procedural efficiency and to implement change management when necessary.
- Expert experience in utilization of Pivot Tables and Excel formulas to plan and implement strategic improvements.
- Implemented updates to training program to include onboarding program and creations of annual refresher cadence to improve consistency in service.
- Provide intelligence to client-partners for CRM improvements which aid in improvement in actionable data for rapid solutions to new issues observed at the contact center.
- Manage 50 US-based remote associates in contact center environment. Including salary and hourly team members.
- Successful launch of Chatbot, self-service recommendations and AI techniques for FTE reduction and cost savings of 3% per year.
- Directed transition from Avaya platform to AWS and includes AmazonQ service.
- Act as administrator for basic AWS updates, routing profiles and queue management.
- Mastery in Salesforce Administration, Design and Reporting and acts as additional consultant for client as they manage their relationship with their vendor.
- Decreased monthly attrition average by 50%
- CSAT improved from 75% to 90%
- Improved 24 hour Closure rate by 26%
- Creation, maintenance and oversees workflows of project work instructions and SOPs
Manager - Service Delivery Project Management
HCLTech
08.2022 - 08.2024
- Technical project manager working in design, development, administration and maintenance in Salesforce and other customer response management software applications.
- Develop project timelines and ensures adherence to necessary milestones and targets for go-live.
- Ensure processes enabled for end-user are effective and minimize unnecessary actions.
- Lead implementation for 4-5 CRM projects simultaneously.
- Creates support structure to ensure maintenance of CRM post launch.
- Intermediary between software development team and end-users to ensure goals and objects of all parties are met.
- Provides system administrator support for essential Salesforce functions.
Operations Manager - Member Services
HCL Technologies
01.2018 - 08.2022
- Responsible for planning and supervising execution of day-to-day operational initiatives for inbound call center to include direction of service levels, abandonment rate, and utilization.
- Analyze operational policies, procedures, and work streams to formulate and recommend strategic improvements.
- Identify variations in call volume and budgetary and staffing needs by employing Access Database, Pivot Tables, and Excel to plan and implement strategic improvements.
- Administer annual budget and delivering comprehensive budget analysis to meet financial objectives.
- Organize and lead training programs for supervisors and customer service representatives.
- Provide evaluation of quality of contacts between floor representatives and customers, while conducting monthly audits of call floor quality monitoring.
- Employ cost-benefit analysis and present reports to clients with recommendations on staffing requirements and program allocations.
- Direct team of 90 on-site and remote US-Based customer service representatives, handling chat, social media, email, white mail and phone contact in high-volume call center.
- Launched social media and concierge (white-glove) member support program.
- Improved profit margin from 8% to 23% and program quality from 30% to 80%.
- Decreased monthly attrition from 40% to 5% by analyzing calls quality and training call center representatives on improving customer service.
- Generated $2M increase in organizational revenue by carefully managing both human and financial resources and developing/initiating enhanced processes.
Account Supervisor
C3i Solutions/Telerx Marketing, Inc
09.2007 - 01.2018
- Organized and led team events and coordinated client visits, as well as elaborating on various pharmaceutical programs for customers by utilizing knowledge of health topics, healthcare administration, medical terminologies, and community assistance.
- Crafted and presented comprehensive budget analysis reports for senior management, while overseeing client budgets.
- Coordinated one-on-one meetings and coaching sessions for call floor representatives to improve quality and performance.
- Maintained accurate records of customer orders/complaints and provided coaching to associates for delivering best-in-class customer service to promote loyalty/retention.
- Forecasted call volume and operational costs for upcoming fiscal year, while collaborating with Program Manager to meet budget goals.
- Interviewed prospective applicants for employment utilizing behavioral based interviewing to facilitate HR Department with recruitment initiatives.
- Increased team’s service quality from 78% to 96% and reduced contact handling time from 11 minutes to 6 minutes.
- Decreased team procedural deviations from 15 to 0 per month by leading, training, and guiding 20 local and 26 remote direct reports for improving quality of services.
- Ensured all KPIs are continually exceeded, while training and managing two teams for accomplishing all daily, weekly, and monthly goals.
- Launched Social Media and Auto Pricing teams and initiated pharma and consumer goods programs, as well as crafting and rolling-out leadership handbook for use across site.
Education
Master of Business Administration (MBA) - Business Administration and Management, General
Gardner-Webb University
12-2013
Bachelor of Science (BS) - Health and Wellness, General
Gardner-Webb University
12-2005
Skills
- Call center management
- Client relations management
- Salesforcecom deployment and consulting
- Client service execution
- Contact Center Operations
- Interactive chatbot creation
- AI proficiency
- Quality enhancement
- Continuous Improvement
- Talent acquisition
- Proficient in AWS services
- Client relationship management
- Customer Experience Management
- Customer service management
- Team leadership
- Consumer behavior insights
- Salesforcecom Administration
Certification
Notary Public, 12/01/25, North Carolina Department of the Secretary of State
Languages
English
Timeline
Manager - Service Delivery Customer Service
HCLTech
08.2024 - Current
Manager - Service Delivery Project Management
HCLTech
08.2022 - 08.2024
Operations Manager - Member Services
HCL Technologies
01.2018 - 08.2022
Account Supervisor
C3i Solutions/Telerx Marketing, Inc
09.2007 - 01.2018
Master of Business Administration (MBA) - Business Administration and Management, General
Gardner-Webb University
Bachelor of Science (BS) - Health and Wellness, General
Gardner-Webb University