Summary
Overview
Work History
Education
Skills
Title
Accomplishments
References
Timeline
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Melissa Headrick

Suffolk,VA

Summary

Seasoned award-winning leader with 15 years of experience managing operations and virtual customer service contact centers for third-party vendors. Serving as primary contact for a diverse portfolio of client programs. Managing daily activities, ensuring program elements are executed and achieved. Known as a resilient leader committed to reducing operating costs, building high-performing teams, and providing excellent customer service with a proven track record of increasing customer satisfaction and NPS. Characterized as a charismatic leader who thrives in a fast-paced environment and excels in working under pressure.

Overview

16
16
years of professional experience

Work History

Operations Manager

VIPdesk Connect, Inc.
04.2009 - 01.2023
  • Increased NPS from -14 to 40, educating and promoting methods to capture surveys.
  • Transitioned Salesforce to Zendesk, impacting budget by 17%.
  • Reduced AHT by 38 secs. and FTR to under 24 hrs.
  • Shared insightful feedback on newly released products.
  • Implemented innovative programs, enjoyable workplace, and sense of belonging to increase loyalty and kept attrition under 10%.
  • Trained and guided 40-plus agents and management on different brands.
  • Improved client's streaming subscription by 70%, saving $130K in revenue and subscribers.
  • Instrumental in launching Zendesk with omni-channel integration.
  • Promoted career ambitions by acting as a mentor.
  • Maintained 40% gross profit margin by streamlining operations and sharing resources.
  • Experienced with VM, Freshdesk, Talkdesk, Salesforce, Shopify, and numerous other cloud-based platforms.
  • Trained and guided high-performing team members to maintain high productivity and performance metrics.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help company evolve and grow.

Service Leader

VIPdesk Connect, Inc.
05.2008 - 04.2009
  • Served as conflict resolution specialist between client and customer.
  • Managed 25 team members with encouragement and engagement.
  • Managed activities related to personnel, such as recruitment, onboarding, training, performance appraisal, and disciplinary action as needed.
  • Executed client-approved training, ensuring appropriate policy and white glove service was provided.
  • Evaluated team key performance metrics, quality, task completion, and attendance providing constructive feedback with compassion and positivity.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Conducted regular team meetings to discuss customer service issues and potential solutions.

Brand Ambassador/Expert

VIPdesk Connect, Inc.
06.2007 - 04.2008
  • Provided a one-of-a-kind personal shopping experience.
  • Managed consumer orders using multiple software applications simultaneously for luxury DTC retailer.
  • Maintained knowledge of current promotions and product features.
  • Achieved 98% success rate for consumer escalations using active listening skills and empathy.
  • Out-performed quality expectations, scoring 95% to 105%.

Education

Tidewater Community College
Norfolk, VA

Skills

  • Team Management and Motivation
  • Teamwork and Collaboration
  • Recruiting, Hiring, Training
  • Productivity and Continuous Improvement
  • Quality and Coaching
  • Process and Policy Implementation
  • Scheduling and Payroll
  • Office 365 and Sharepoint
  • Time Management and Interpersonal Communication
  • Business and Client Relationship Management
  • Contract Review and Recommendations

Title

Operations Manager - Customer Service

Accomplishments

  • Earned the ICMI “Best Contact Center Manager” Award
  • Earned the VIPdesk "Leadership of the Year" Award

References

Available upon request.

Timeline

Operations Manager

VIPdesk Connect, Inc.
04.2009 - 01.2023

Service Leader

VIPdesk Connect, Inc.
05.2008 - 04.2009

Brand Ambassador/Expert

VIPdesk Connect, Inc.
06.2007 - 04.2008

Tidewater Community College

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Melissa Headrick