Melissa Hence
Mantua Township,NJ
Summary
24 year veteran in the Alarm Industry. Proven track record of turning around and converting over 25k accounts to and from multiple Central Stations with efficiency. Motivating and respectful leader known for building and managing loyal, high-performance teams. Offering excellent communication, interpersonal and decision-making skills. Thriving in high-pressure environments. Highly organized and proactive leader with hands on and a resourceful style.
Overview
18
18
years of professional experience
Work History
Director of Monitoring Operations
Alarm Connections LLC
2016.05 - Current
- Responsible for all Conversions between Central Stations
- Successfully converted approximately over 25k accounts alone with little to no error
- Mentored local personnel on best practices and protocols to maximize productivity.
- Managed workflow between for my team of 4, for day to day operations
- Onboarded new employees with training and new hire documentation along with hosting Central Station 101 class
- Controlled costs to keep business operating within budget and increase profits.
Executive Relationship Manager
COPS Monitoring
2015.11 - 2017.05
- Planned and attended meetings with clients to cultivate and grow partnerships and opportunities.
- Requested customer feedback to drive client satisfaction and retention while quickly remedying issues.
- Gave exciting presentations to prospects and leads in effort to build business opportunities.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Worked with clients to address and respond to client and partnership management issues.
Sales Administration Executive
Alarm Capital Alliance
2011.07 - 2015.11
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
Dealer Support Manager
COPS Monitoring
2006.01 - 2011.07
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Prepared agendas and took notes at meetings to archive proceedings.
- Monitored employee and customer interactions to assess quality of service.
Education
Associate of Arts -
Rowan College At Gloucester County
Sewell, NJ05.2002
High School Diploma -
Clearview Regional High School
Mullica Hill, NJ06.1999
Skills
- Overseeing Teams
- Professional Integrity
- Business Operations
- Customer Relationships
- Operational Leadership
- Overseeing Events
- Operational Efficiency and Safety
- Leadership Training
Timeline
Director of Monitoring Operations
Alarm Connections LLC
2016.05 - Current
Executive Relationship Manager
COPS Monitoring
2015.11 - 2017.05
Sales Administration Executive
Alarm Capital Alliance
2011.07 - 2015.11
Dealer Support Manager
COPS Monitoring
2006.01 - 2011.07
Associate of Arts -
Rowan College At Gloucester County
High School Diploma -
Clearview Regional High School
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