Melanie Proebstel

Spearheaded operational transformation and drove significant business outcomes through:

• Designed and implemented a monthly WIP prioritization system, accelerating book completion rates by 18% within 60 days.
• Led multiple pilot teams, synthesizing learnings into monthly value stream mapping initiatives that shaped the development of monthly reimagined, non-responsive firm, and CST normalization.
• Directed bi-annual mobilization of ~1.1K experts from QBL to TTL (Fall 2023, Spring & Fall 2024, Spring 2025), consistently managing a workforce that handled over 41% of daily TTL contacts.
• Led the development and implementation of the A4A hiring process for M1 leadership within QBL Monthly, subsequently scaled across all of QBL and Pro Services.

Oversaw key organizational initiatives, delivering substantial and sustainable results:

• Led QuickBooks Live RPA initiatives in FY24, delivering over 375,000 hours in ongoing annualized savings.
• Functioned as the cross-functional architect of new processes for QuickBase, collaborating closely with product development.
• Directed expert scheduling through Synchrony, optimizing IDPs and staffing forecasts while managing DefCon switches.
• Engineered a dynamic back-office matchmaking model for QBL Monthly & Cleanup, aligning expert skillset, performance metrics, and SMB service needs.

Delivered significant business impact across critical KPIs:

• Increased customer retention by 7%.
• Reduced CST by 1.75 hours per customer per month, generating $20M+ in savings in FY25.
• Improved book closing rates from 46% to 82%.
• Piloted and scaled the shift of the back-office workforce to 80% global sourcing, resulting in $35M in labor cost savings.

• Managed high-performing team, advancing multiple members into leadership roles.
• Closed 419 books monthly, maintaining lifetime tNPS score above 85.
• Piloted Power Clean program in Winter 2021, re-engaging over 420 SMB books.
• Achieved over 5K closed deals in full-scale offering to date.
• Contributed significantly to Cleanup to Monthly Transition team, enhancing process efficiency.
• Collaborated with product development on automatic Guided Q & A initiatives.
• Developed QuickBooks Live ALM multiskill process for automated staff updates.
• Established new hire request process for improved staffing visibility to senior leadership.

• Coached QBKs to provide streamlined, consistent service delivery.
• Resolved escalations to ensure SMB satisfaction stays top priority.
• Review data and metrics for improvement and implement changes to improve metrics.
• Established learning opportunities and open forums for individual, team and company growth.

• Determined product groupings to enhance upselling opportunities and increase market share.
• Led cross-functional design initiatives aligning product offerings with retailer size and needs.
• Analyzed cost structures to inform pricing strategies, driving profitability.
• Directed private label operations for retailers, securing competitive market share in regional chains.
• Managed annual government-regulated relabeling initiative, ensuring compliance with agricultural labeling standards.
• Designed cloud-based tools for real-time usage in remote warehouses.
• Developed new software solutions to improve operational efficiencies.
• Strengthened performance metrics analysis, reducing error margins from 10% to less than 1%.