Summary
Overview
Work History
Education
Skills
Job Skills
References
Timeline
Generic

Melissa Hairston

Ridgeway,VA

Summary

Management professional with 20+ years of experience in a call center environment. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

23
23
years of professional experience

Work History

Operations Manager

Helpware
11.2022 - Current
  • Support positive environment among all the teams
  • Supervise all administrative and operational questions regarding the managed teams and projects and insures proper client's communication on this matter
  • Scheduling management including backup system implementation
  • Gather and analyze reports from TLs team's (attendance, performance, client daily status)
  • Suggest solutions for improvement if needed
  • Conduct One-on-One meetings on a daily/weekly/monthly basis with each of TLs in order to discuss updates and feedback, or any other project/non-project related topics
  • Work on improving the performance of the organization by adding new technologies, ideas, methodologies, trainings etc
  • Cooperate with CSMs on getting the Clients’ feedback on the project progress
  • Ensure that all tasks on the projects are being completed correctly and within set deadlines by Team Members
  • Bring up to the Management team attention to replace and/or dismiss team members unable to satisfactorily perform their job or who blatantly break company rules
  • Evaluate Team Members performance (incl filling out appraisal forms)
  • Deliver all available Clients’ feedback, reports, requests and deadlines to team members and Management Team
  • Develop KPI, OKR, scorecards and other measures development for Team member's success on all the account
  • Develop objectives for the call center’s day-to-day activities.

Senior Supervisor

Faneuil
08.2014 - 11.2022
  • Manages and/or provides day-to-day leadership to call center including supervisors, leads, quality, and customer service representatives for Utility Billing Contract
  • Demonstrates the basic principles of leadership, management skills and administrative skills
  • Assists in implementing new procedures for the service center
  • Completes projects requested by the Program Manager
  • Monitors supervisor performance through attendance journals, one on ones and operations meetings
  • Develops and coach operations staff to meet and exceed contractual service levels
  • Issues and oversees performance action plans to ensure that KPI’s are met to the client’s expectations
  • Monitors performance reports to ensure Faneuil meets contractual service levels
  • Managing attendance journals, payroll, and metric scorecards
  • Completes supervisor and quality department annual reviews
  • Completes rankings for call center monthly
  • Participates in calibrations with the QA team to maintain outstanding customer service
  • Maintains and approves time cards in the Kronos system for payroll
  • Shares best practices with client
  • Participates in interviewing applicants for new hire training classes
  • Interviews all potential rehires for placement on program
  • Develop objectives for the call center’s day-to-day activities.

Program Manager

Faneuil
09.2017 - 01.2018
  • Program Manager for two temporary programs for Faneuil
  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (burn rates, customer service metrics, ticketing, etc.)
  • Hire, coach, and provide training to personnel to maintain high customer service standards
  • Monitor and improve performance goals, telephone handling and other procedures/SOPs
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Plans, organizes, directs, and controls the project/program to ensure all contractual obligations are fulfilled, quality standards are met, and associated expectations of performance are achieved.

Supervisor

Faneuil
11.2011 - 08.2014
  • Supervisor for Utility Billing Contract Company
  • Commendable organization, time management, and administrative skills
  • Report designing and processing
  • Interviewing potential employees
  • Training company/client policies and procedures
  • Monitoring employee performance in accord with employer standards
  • Managing attendance journals, payroll, and metric scorecards
  • Completing employee performance reviews
  • Monitoring associate contacts and scoring their quality.

Escalation Specialist/E-Services Supervisor

GSI Commerce
12.2000 - 07.2009
  • Corresponding with current and prospective customers via email and telephone in response to inquiries or escalated issues
  • Answering incoming calls promptly, courteously, and professionally
  • Providing superior product knowledge to customers in efforts to enable them to order confidently
  • Processing orders, exchanges, returns, no charge replacements, and preparing invoices
  • Controlling and resolving escalated phone calls courteously and professionally while staying within set procedural boundaries
  • Providing exceptional customer service at all times.

Education

Advanced Diploma -

Bassett High School
01.1998

Skills

  • Performance Reporting
  • Labor Relations
  • Business Planning
  • Client Management
  • Contract Management

Job Skills

  • Strong proficiency in Microsoft Office Professional suite (Word, Excel, PowerPoint, and Outlook) and utilizing databases to compile spreadsheets.
  • Daily experience with mainframe, desktop and laptop computing, operating multi-line telecommunication products.
  • Office Support; daily work with managers, co-worker team, other agencies, and public; over 10 years of experience in multi-tasking and problem solving job environments.
  • Exceptional customer service and interpersonal skills with the general public and the customer via direct (face-to-face) contact or via telephone or other telecommunications device.
  • Excellent verbal and written communication skills.
  • Superior ability to prioritize tasks to ensure best work quality, promote efficiency, and meet deadlines.
  • Ability to work effectively with all levels of employees and management.
  • Dependable, consistent, detail-oriented, organized, good listener, self-driven, quick learner.

References

Available Upon Request

Timeline

Operations Manager

Helpware
11.2022 - Current

Program Manager

Faneuil
09.2017 - 01.2018

Senior Supervisor

Faneuil
08.2014 - 11.2022

Supervisor

Faneuil
11.2011 - 08.2014

Escalation Specialist/E-Services Supervisor

GSI Commerce
12.2000 - 07.2009

Advanced Diploma -

Bassett High School

Similar Profiles

CREATE PROFILE
Melissa Hairston