Brad Mellon
Smithfield,NC
Summary
Professional with over 24 years of contact center experience in contract compliance, service delivery, and procedure standardization. Demonstrated ability to enhance operational efficiency and ensure adherence to regulatory standards. Proven track record of leading teams to achieve organizational goals and improve service quality.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Experience
Broad River Retail
Four Oaks, North Carolina
12.2021 - 12.2025
- Managed team performance to achieve key metrics for service levels, abandon rates, call quality, and departmental KPIs, contributing to Contact Center revenue targets.
- Monitor Contact Center metrics to ensure all coaching opportunities are managed.
- Development and execution of operational plans aligned to Contact Center strategies and objectives.
- Develop each employee to their highest potential by identifying areas for improvement and celebrating achievements and milestones.
- Oversaw corrective actions and investigations to document and execute employee performance improvements and disciplinary actions effectively.
- Ensure all department documents, tools, and resources are updated and current.
- Partner with internal resources to ensure proper planning takes place to prepare daily events as they relate to staffing, scheduling, internal processes, and employee support.
- Recruit quality team members through an interview process.
- Partner with Workforce Planning on scheduling, staffing, coverage and time off needs.
- Collaborate with Learning & Development team to ensure all team members receive and complete required training, including facilitating training and corporate tours.
- Actively and consistently support all efforts to simplify and enhance both employee and customer experiences.
- Develop and/or contribute to weekly, monthly, and quarterly business reviews.
- Partnered with leadership and internal resources to collect and analyze information, identify trends, and resolve issues, enhancing operational effectiveness.
ITC Program Specialist
Covance
Durham, NC
10.2019 - 12.2021
- Responded to incoming calls and faxes, providing tailored assistance to address each inquiry effectively.
- Documented calls in tracking systems and escalated calls according to established procedures to ensure timely resolution.
- Conduct insurance verifications to understand if patient's prescribed therapy is eligible for coverage.
- Processed diverse patient applications per program specifications, verifying eligibility and following up on inquiries from patients and healthcare providers.
- Liaised with partner distributors and pharmaceutical manufacturers to efficiently request products per program guidelines and track shipments.
- Coordinates the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.
- Trained new team members through shadowing and reviewing data entered in program's tracking system for accuracy.
Service Delivery Manager II/Senior Operations Manager
Conduent (Formerly Xerox)
Raleigh, NC
08.2016 - 05.2019
- Supported the fulfillment of the company's vision for prompt and professional client services through motivation and leadership.
- Oversaw the day-to-day implementation and operational aspects of the client relationship.
- Developed strategies to achieve service levels.
- Managed the setup and delivery of services.
- Worked with the client to manage priorities and expectations.
- Managed the requirements definition process and ensure that system specifications accurately reflect client requirements.
- Built effective liaisons to manage the transition from implementation to ongoing client delivery.
- Acted as a subject matter expert regarding the application of business objectives and alternatives for service delivery.
- Built a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise.
Customer Care Manager II
Xerox Corporation
Raleigh, NC
03.2013 - 08.2016
- Currently managing two separate lines of business, Tier 1 and Tier 2.
- Managed performance improvement initiatives across multiple lines of business.
- Improved current line of business from 16th out of 16 site to 1st of 16 in just over a quarter.
- Consistently maintained top quartile performance in both line of business I managed.
- Developed supervisors in two lines of business to strengthen coaching effectiveness.
- Led projects to enhance operational effectiveness, contributing to improved customer satisfaction scores in two lines of business.
- Interfaced directly with the client onsite and via teleconferencing regarding performance.
- Assisted in achieving COPC certification for the site as a Certified COPC Implementation Leader.
AppleCare Tier 2 CPU Supervisor
Xerox Corporation
Raleigh, NC
11.2012 - 03.2013
- Supervised daily operations to enhance development of Tier 2 CPU Advisors.
- Monitored calls to evaluate Advisors' strengths and provided targeted coaching for improvement.
- Reviewed customer appeasements initiated by Tier 2 CPU Advisors for quality and justification.
- Conducted weekly 'Work Withs' as well as monthly one to ones.
- Facilitated weekly staff meetings to discuss team performance and updates.
- Effectively communicated information to both team members and peers.
- Worked at meeting or exceeding both corporate and client goals.
AppleCare Tier 1 iOS Supervisor
Xerox Corporation
Raleigh, NC
10.2011 - 11.2012
- Supervised daily operations and facilitated development of Tier 1 iOS Advisors to enhance team effectiveness.
- Communicated essential updates and feedback to team members and peers to ensure alignment and clarity.
- Worked at meeting or exceeding both corporate and client goals.
- Facilitated weekly staff meetings to discuss team objectives and updates.
- Conducted weekly 'Work Withs' as well as monthly One to Ones.
- Monitored calls to assess Advisors' strengths and delivered targeted coaching for performance improvement.
AppleCare Tier 1 CPU Advisor
Xerox Corporation
Raleigh, NC
04.2010 - 10.2011
- Resolved hardware and software issues for customers via telephone, enhancing user experience.
- Delivered exceptional customer service during calls, contributing to customer satisfaction.
- Facilitated clear communication of technical information to team members and customers, ensuring understanding.
- Hand picked by the Operations Manager to coach a group of 24 outliers needing improvement.
- Provided guidance and support in multiple training classes to ensure effective learning.
- Hand picked by supervisors to lead their teams in their absence.
Supervisor Customer Contact
First Citizens Bank
Raleigh, NC
12.2006 - 09.2009
- Required answering complex questions, handling escalated calls, and working on detailed customer problems.
- Coached and developed individuals and the team on performance.
- Conducted regular team meetings to reinforce guidelines and initiatives, fostering team alignment and clarity.
- Served as primary resource for policy and procedure inquiries, supporting team in navigating complex issues.
- Maintained accurate performance documentation on performance and disciplinary actions.
- Collaborated in developing internal procedures, policies, and work processes to enhance operational efficiency.
Education
A.A.S. - Computer Aided Drafting and Technical Design
Mountain Empire Community College
Big Stone Gap, VA06.2000
Skills
- Team management and coaching
- Customer experience enhancement
- Data analysis and operational planning
- Relationship management
- Talent development strategies
- Written communication skills
- Professionalism and adaptability
- Problem solving and analytical thinking
- Performance management
References
Available upon request
Certification
CMP Certified™ Contact Center Leader
Timeline
Senior Manager, Customer Experience
Broad River Retail
12.2021 - 12.2025
ITC Program Specialist
Covance
10.2019 - 12.2021
Service Delivery Manager II/Senior Operations Manager
Conduent (Formerly Xerox)
08.2016 - 05.2019
Customer Care Manager II
Xerox Corporation
03.2013 - 08.2016
AppleCare Tier 2 CPU Supervisor
Xerox Corporation
11.2012 - 03.2013
AppleCare Tier 1 iOS Supervisor
Xerox Corporation
10.2011 - 11.2012
AppleCare Tier 1 CPU Advisor
Xerox Corporation
04.2010 - 10.2011
Supervisor Customer Contact
First Citizens Bank
12.2006 - 09.2009
A.A.S. - Computer Aided Drafting and Technical Design
Mountain Empire Community College