Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Timeline
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Melissa Drake

Tylertown,United States

Summary

Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Operations Manager-Marketplace/Medicare Customer Service

Maximus Federal-Sub Contract CBHS
03.2023 - 03.2024
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Trainer- Next Generation BPO- FSA

Maximus Federal
11.2022 - 02.2023
  • Monitored participant workflow and behaviors throughout training process.
  • Mentored 80 new hires, resulting in stronger staff development and increased productivity.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Recorded and edited videos to facilitate remote learning.
  • Introduced standardized training for cohesive learning environments.
  • Developed individualized training plans to achieve staff readiness.
  • Contributed to reductions in employee turnover by revamping training programs.
  • Developed effective training plans based on department needs and objectives.

Trainer - CCO Marketplace/Medicare

Maximus Federal
08.2019 - 11.2022
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Mentored 50 new hires, resulting in stronger staff development and increased productivity.
  • Monitored participant workflow and behaviors throughout training process.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Analyzed team performance and identified opportunities for additional training.
  • Developed effective training plans based on department needs and objectives.
  • Recorded and edited videos to facilitate remote learning.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Contributed to reductions in employee turnover by revamping training programs.
  • Educated clients on proper use of products and systems.
  • Introduced standardized training for cohesive learning environments.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Implemented diverse instructional methods, optimizing trainee engagement.
  • Implemented new training courses after assessing corporate data and identifying employee weaknesses.
  • Developed individualized training plans to achieve staff readiness.

CCO Marketplace/Medicare Supervisor

Maximus Federal
06.2016 - 05.2021
  • Identified and resolved unauthorized or ineffective practices.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Led hiring, onboarding and training of 93 new hires to fulfill business requirements.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Analyzed and reported on key performance metrics to senior management.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Internal Support CSR

Maximus Federal
10.2014 - 06.2016
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provide knowledgeable responses to telephone inquiries in a courteous and professional manner utilizing pre-scripted responses which must be read verbatim to provide basic general and claims specific information.
  • Follow established and documented policies and standard operating procedures such as filling out timesheets adhering to privacy rules and responding to numerous phone inquiries.
  • Maintain up-to-date knowledge of CMS regulations and policies as they apply.
  • Provided Internal Support to Tier 1 and Tier 2 agents of 7 sites.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns..
  • Provided primary customer support to internal and external customers.
  • Applied effective time management techniques to meet tight deadlines

Master Educator/PM Director of Training

ITS Beauty Academy
04.2013 - 04.2014
  • Educated students about the beauty industry while managing a student staff of 25 in a salon environment
  • Educated clients about hair, skincare, and customer service.
  • Scheduled appointments, greeted clients, performed tattoo removal, laser hair removal, facials and foot spa services.
  • Exercised strong customer service skills and recruited new clientele daily for students to get practical experience.
  • Conducted practice exams for 45-50 students on both theoretical and practical sections.
  • Followed Texas curriculum accurately with detailed lesson plans.
  • Prepared students for Texas cosmetology exam with 95% success.
  • Planned both theory and practical lessons for 45-50 students.
  • Supervised and monitored students' use of tools and equipment.
  • Observed and evaluated students' work to determine progress, provide feedback, and make suggestions for improvement.
  • Provided instructional handouts, texts, audiovisual aids and other materials to facilitate learning.
  • Met training needs with well-organized, factual programs based on contemporary requirements.
  • Presented lectures and conducted discussions to increase students' knowledge and competence using visual aids such as graphs, charts and slides.
  • Kept updated with developments in subject area curriculum, technical and career trends and teaching resources and methods.
  • Developed and implemented engaging lesson plans to keep learner attention

Team Lead

Sephora Corporation
10.2009 - 09.2013
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Coached team members in techniques necessary to complete job tasks.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Performed excellent customer service and leadership skills.
  • Created new accounts, placed outbound calls to clients, interview and hired new members
  • New Hire Orientation Team Lead & Tour Guide.

Geneal Manager

Regis Corporation
11.2004 - 07.2009
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Supervised 10 employees between two locations.
  • Hosted Virtual Training and Seminar
  • Data Entry and purchased inventory for the company while handling excessive amount of cash for finances.
  • Held weekly meetings and set monthly goals for staff.
  • Reached monthly quota 92 % of employment.

Education

High School Diploma -

Tylertown High School
Tylertown, MS

Associate of Science - Cosmetology Education

International School of Cosmetology
Plano, TX

Skills

  • Policy and procedure modification
  • Classroom/Virtual Class management
  • Lesson Planning
  • Group and individual instruction
  • Problem-Solving
  • Microsoft Office
  • Proficient in MS Teams, Skype, Webex as Virtual Classroom
  • Training and Reference Material development
  • Smartsheet
  • Decision-making
  • Staff training
  • Staff management

Personal Information

Title: Call Center Trainer- Trained Marketplace and Medicare Curriculum to support the Affordable Care Act. Awarded a short season assist the Federal Student Aid Training Team during peak season. 

Certification

  • Licensed Cosmetologist - 2004
  • Licensed Master Educator - 2010- Current
  • Call Center Trainer for Maximus Federal- 2019

Timeline

Operations Manager-Marketplace/Medicare Customer Service

Maximus Federal-Sub Contract CBHS
03.2023 - 03.2024

Trainer- Next Generation BPO- FSA

Maximus Federal
11.2022 - 02.2023

Trainer - CCO Marketplace/Medicare

Maximus Federal
08.2019 - 11.2022

CCO Marketplace/Medicare Supervisor

Maximus Federal
06.2016 - 05.2021

Internal Support CSR

Maximus Federal
10.2014 - 06.2016

Master Educator/PM Director of Training

ITS Beauty Academy
04.2013 - 04.2014

Team Lead

Sephora Corporation
10.2009 - 09.2013

Geneal Manager

Regis Corporation
11.2004 - 07.2009

High School Diploma -

Tylertown High School

Associate of Science - Cosmetology Education

International School of Cosmetology

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Melissa Drake