Summary
Overview
Work History
Education
Skills
Timeline
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Melissa McClanahan Graham

Santa Clara,CA

Summary

Results-driven Program Manager with a proven track record in leading cross-functional teams, optimizing processes, and consistently delivering projects on time and within budget. Dynamic Service Manager with extensive experience in team leadership and project coordination, committed to improving service delivery through effective organization and time management. Process innovator leveraging expertise to create new processes and departments that enhance operational efficiency and drive organizational improvement. Keen eye for detail, excelling in project execution, skillfully managing teams and strategically planning to enhance productivity within collaborative environments. Accomplished Team Leader successfully managing multiple projects simultaneously, always emphasizing service excellence and operational improvements. Strong organizational and time management abilities reflect experience in optimization, consistently delivering exceptional results in fast-paced settings.

Overview

17
17
years of professional experience

Work History

ASP Program Manager

SolarEdge
04.2024 - 01.2025
  • Oversaw daily operations related to service partner workflow, ensuring smooth task execution and effective logistics management
  • Maintained accurate records of service partner activities and validated invoices and payments
  • Established strong relationships with service providers, assessing monthly demand and accreditation criteria
  • Collaborated with cross-functional teams to define program objectives and KPIs, driving continuous improvement

Service Manager

SolarEdge
11.2022 - 04.2024
  • Led support staff for field engineers across North America and Puerto Rico, ensuring high-quality service delivery
  • Developed streamlined processes to enhance efficiency and minimize truck rolls, maximizing customer satisfaction
  • Monitored key performance indicators (KPIs) to assess team performance and identify areas for improvement
  • Prepared regular reports on service performance and operational improvements for senior management

Field Service Dispatch Supervisor

SolarEdge
07.2018 - 11.2022
  • Collaborated with developers and EPC partners to provide O&M services for commercial PV systems ranging from100 kW to10 MW
  • Coordinated deployment projects, ensuring timely scheduling and resource allocation
  • Managed parts and materials logistics to ensure readiness for customer site work
  • Conducted post-mortem analyses on completed projects, identifying areas for future improvement

Fire Service Supervisor

RFI
08.2016 - 07.2018
  • Acted as the primary point of contact for customers, ensuring alignment with expectations and contractual obligations
  • Scheduled and dispatched technicians to meet service requests based on urgency and availability
  • Proactively followed up with customers and field personnel to resolve outstanding issues

Account Data Specialist

RFI
05.2016 - 08.2016
  • Managed account data for new monitoring customers, ensuring accurate updates and service activations
  • Generated reports on account activity and monitored communication issues

Senior Trainer and Dispatcher

RFI
08.2007 - 05.2016
  • Received and prioritized emergency calls, entering detailed information into the system for accurate dispatching
  • Developed and implemented training programs for new hires, overseeing hands-on training in the control room

Education

Bachelor of Arts - Criminal Justice

University of Phoenix
01.2012

Skills

  • Project Management
  • Customer Relationship Management
  • Team Leadership
  • Process Improvement
  • Data Analysis and Reporting
  • Inventory Management
  • Problem-solving
  • Project management
  • Detail-oriented
  • Strategic planning
  • Process improvement
  • Team leadership and direction
  • Decision-making

Timeline

ASP Program Manager

SolarEdge
04.2024 - 01.2025

Service Manager

SolarEdge
11.2022 - 04.2024

Field Service Dispatch Supervisor

SolarEdge
07.2018 - 11.2022

Fire Service Supervisor

RFI
08.2016 - 07.2018

Account Data Specialist

RFI
05.2016 - 08.2016

Senior Trainer and Dispatcher

RFI
08.2007 - 05.2016

Bachelor of Arts - Criminal Justice

University of Phoenix
Melissa McClanahan Graham