Melissa Havner
Greensboro,NC
Summary
Operations Manager
Results-driven Operations Manager with over 15 years of experience leading high-performing teams and optimizing business processes to improve efficiency, reduce costs, and enhance customer satisfaction. Skilled in strategic planning, resource management, and cross-functional collaboration to drive operational excellence and achieve organizational goals. Proven ability to implement process improvements, manage budgets, and lead projects in dynamic, fast-paced environments.
Overview
10
10
years of professional experience
Work History
Operations Manager, Customer Experience
Synapse Health
04.2024 - Current
- Team Leadership & Management:
Lead, mentor, and develop a high-performing customer experience operations team, ensuring they meet performance goals and deliver exceptional service. - Operational Excellence:
Oversee daily customer experience operations, including case management, service delivery, and issue resolution. Implement efficient processes to improve response times and quality. - Customer Journey Optimization:
Analyze customer feedback and operational data to identify pain points and opportunities for enhancing the customer journey across all touchpoints. - Performance Metrics & Reporting:
Define and monitor key performance indicators (KPIs) related to customer satisfaction, service levels, and operational efficiency. Provide regular reports to senior leadership. - Continuous Improvement:
Drive initiatives that improve customer experience operations, leveraging technology, automation, and best practices. - Risk & Issue Management:
Proactively identify risks to customer satisfaction and escalate or resolve issues promptly to minimize impact.
Senior Customer Service Manager
AdaptHealth
06.2020 - 04.2024
- Lead, mentor, and develop a team of customer service managers, team leads, and agents.
- Set clear performance goals and KPIs; monitor team performance and provide regular feedback.
- Develop and implement customer service policies, procedures, and standards to ensure consistent high-quality support.
- Oversee customer feedback collection and analysis to drive continuous improvement.
- Manage escalation of complex customer issues and ensure prompt resolution.
- Lead workforce planning, scheduling, and resource allocation to meet service-level agreements (SL
Provider Relations Manager
United Healthcare Group
09.2017 - 06.2020
- Develop and maintain positive relationships with healthcare providers, including physicians, hospitals, and clinics.
- Serve as the primary point of contact for provider inquiries, concerns, and escalations.
- Coordinate provider onboarding, credentialing, and contract negotiations.
- Monitor provider performance and compliance with organizational policies and regulatory requirements.
- Collaborate with internal departments such as Claims, Network Management, and Quality Assurance to resolve provider-related issues.
- Conduct provider education and training on company policies, procedures, and programs.
Operations Customer Service Manager
Newell Brands Rubbermaid
05.2015 - 09.2017
- Manage and lead the customer service team to meet performance goals and service levels.
- Develop and implement customer service policies and procedures aligned with operational strategies.
- Monitor and analyze customer service metrics (e.g., response time, resolution rate).
- Collaborate with operations, sales, and logistics teams to resolve customer issues effectively.
- Train and coach staff to improve skills, product knowledge, and customer handling.
- Handle escalated customer complaints or complex issues with diplomacy and speed.
- Prepare regular reports on team performance, customer feedback, and operational challenges.
Education
Bachelor of Science - Bachelor of Science Health Care Administration
Strayer University
Greensboro, NC06-2014
Associate of Science - Business Administration And Management
Strayer University
Greensboro, NC05-2010
Skills
- Customer acquisition
- Data analytics
- Training programs
- Engagement strategy development
- Time management
- Problem-solving abilities
- Verbal and written communication
- Operational efficiency
- SAP/ NIKO/AS400/Salesforce
- Workforce Management/Genesys
- EPIC
Timeline
Operations Manager, Customer Experience
Synapse Health
04.2024 - Current
Senior Customer Service Manager
AdaptHealth
06.2020 - 04.2024
Provider Relations Manager
United Healthcare Group
09.2017 - 06.2020
Operations Customer Service Manager
Newell Brands Rubbermaid
05.2015 - 09.2017
Bachelor of Science - Bachelor of Science Health Care Administration
Strayer University
Associate of Science - Business Administration And Management
Strayer University
Similar Profiles
Mason RutlandMason Rutland
Security Engineer at Synapse HealthSecurity Engineer at Synapse Health
Lindsay WolfordLindsay Wolford
Intake Supervisor at Synapse HealthIntake Supervisor at Synapse Health
Jessica PearceJessica Pearce
Lead Qualifications Specialist at Synapse HealthLead Qualifications Specialist at Synapse Health
Patrick CollinsPatrick Collins
Scrum Master/Project Manager at CGI Inc.Scrum Master/Project Manager at CGI Inc.
Selwyn DavisSelwyn Davis
Residential Assistant at North Carolina Central University, NCCUResidential Assistant at North Carolina Central University, NCCU