Melissa Morganti
San Antonio,TX
Summary
Growth-Mindset Leader and bilingual professional, demonstrating more than 10 years of comprehensive leadership experience in Operations, Quality Control, Process Compliance and development, new business development, account management, customer retention, and business operations within customer care/inbound/outbound call center/telecommunications and direct sales settings, excelling in dynamic and interactive environments.
Overview
18
18
years of professional experience
Work History
Regional Manager
Nielsen
01.2020 - Current
- Accountable for performance results of Field Representatives (FRs)
- Manage, motivate, coach, develop, and retain Membership Representatives across various Multi-Regional US Markets
- Ensure FRs adhere to Nielsen Audio procedures, methodology, and research principles
- Supervise and lead in-person initiative efforts for a team of 10-20 FRs.
- Provide field staff oversight and direction on recruitment, compliance-coaching strategy, and workload management tactics
- Motivate teams through collaborative and innovative efforts to deliver high results and increase engagement
- Develop strategic plans to utilize and guide Audio Field Trainers to perform field observation visits each month
- Apply analytic skills to understand and communicate metrics based on individual and market performance, and utilize those metrics to improve process
- Ideate, fully develop, and execute plans to improve field efficiency and deliver productivity initiatives
- Work closely with Sample Manager to distribute and adjust FRs workload accordingly to maximize productivity and results for both in-person recruitment and coaching
- Represent Field Operations on cross-departmental teams working to streamline processes, improve performance, and increase field efficiencies
- Assist with recruitment, hiring, and training of FRs.
- Maintain staff performance plans and facilitate staff separations utilizing in-market resources as necessary
- Manage staff time and expense reports and encourage best practices for savings
- Represent Nielsen values, support company goals, and support BPI and other company initiatives
- Ensure that Field Representatives are consistently performing at an on or above target level, in all key metric indicators by tracking performance and coaching to achieve and exceed performance guidelines
- Oversee management of production to identify and address needs associated with employee performance, attendance, timekeeping, and conduct by monitoring and managing employee adherence to all policies and procedures as outlined by thecompany
- Oversee and maintain study production and workflow, escalating study/system/equipment issues appropriately as necessary
- Provide and document ongoing mentoring, coaching, development sessions, and Check-in meetings by ongoing coaching and training that focuses on improving call center morale, performance, and employee retention
- Facilitate and provide methodology reviews to Field Representatives to reinforce Industry Knowledge
- Gather and proactively share Best Practices to help improve performance within the Field Operations Team
- Create and facilitate challenges among Employees to motivate them and drive performance
- Develop a positive team relationship by being supportive, visible, and easily accessible by conducting regular team meetings to provide business and study updates, and collaborating with peers/management to meet overall call center goals and objectives
- Responsible for monitoring and highlighting continuous improvement opportunities identified through the analysis and utilization of performance reports
- Responsible for ensuring Field Representatives maintain up-to-date certification status and training
- Lead by example demonstrating the highest level of professionalism, engagement, and inspection at all times
- Encourage and facilitate a mutually respectful environment that supports two-way open communication
- Actively emulate, promote and expect professional communication within and across all departments and functions
- Provide and encourage daily Motivation and Recognition - proactively look for ways to catch someone doing something right, and when possible, recognize them in front of their peers.
- Improved talent recruitment processes by enhancing job descriptions, streamlining interview procedures, and partnering with local educational institutions for pipeline development.
- Enhanced team performance by providing staff members withregular coaching, training, and performance feedback.
- Coordinated with other district managers to actualize performance improvement strategies.
- Championed safety programs within the region resulting in reduced workplace accidents and lower workers'' compensation claims costs.
- Defined clear targets and objectives and communicated to other team members.
- Generated financial and operational reports to assist management with business strategy.
Quality Assurance Group Leader
Nielsen
10.2015 - 01.2020
- Manage, hire, motivate, coach, develop and retain Quality Representatives Across Call Center Sites in the United States
- Maintain a high level of Industry knowledge as related to the company, Call Center, studies, and the daily functions and workings of Radio and Portable People Meter Methodology
- Facilitate monthly Calibrations with Operations Team Leaders and Trainers to reinforce Industry Knowledge
- Ensuring Quality Representatives are consistently performing at an on or above target level, in all key metric indicators by tracking performance and coaching to achieve and exceed performance guidelines
- Gather and proactively share Best Practices to help improve performance within the Call Center
- Create and facilitate challenges among Center Employees to motivate them and drive the Call Center's performance
- Develop a positive team relationship by being supportive, visible, and easily accessible
- Lead by example demonstrating the highest level of professionalism, engagement, and inspection at all times
- Provide consistent and ongoing mentoring, coaching, and training that focus on improving call center leadership, morale, performance, and employee retention by working with recruiting and management to reduce attrition by actively seeking to identify its root causes and offering innovative suggestions for retaining associates
- Encourage and facilitate a mutually respectful environment that supports two-way open communication
- Maintain and improve consistency among all levels and departments of the organization.
- Optimized resource utilization within the QA department by conducting skill assessments and allocating team members to appropriate projects based on their strengths.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Monitored staff organization and suggested improvements to daily functionality.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Developed customized training programs for QA team members, enhancing their skills and knowledge base.
Quality Assurance Analyst
CR Partners
01.2015 - 10.2015
- Maintain call monitoring formats and quality standards
- Perform call monitoring and provide trend data to the site management team
- Use quality monitoring data management system to compile and track performance at the individual level
- Provide feedback to call center team leaders and managers
- Responsible for monitoring Sales Calls to maintain quality and compliance
- Accountable for accurately scoring monitored calls and maintaining proper record-keeping of all quality data.
- Reported progress, test metrics and results to project stakeholders.
Operations Team Leader
Qualfon / Dialog Direct / Novo1
01.2013 - 12.2014
- Oversee and manage daily operational and administrative tasks
- Provide support to other areas of business as needed
- Supervise agents in a call center environment to provide quality service and achieve superior customer satisfaction
- Provide daily supervision, mentoring, and coaching to agents
- Initiate and implement programs to achieve established customer goals
- Provide tools, resources, and training to agents to meet or exceed all operational and contractual performance goals
- Works with Account Manager to review employment applications and resumes to evaluate work history, job skills, education, training, and compensation needs, advises human resources of applicants that should be scheduled for interviews
- Ensure staffing efficiencies
- Ensure compliance with NOVO 1 policies and procedures
- Meet or exceed client and or NOVO 1 call (transaction) observation requirements
- Maintain accurate agent job performance records including attendance and payroll
- Facilitate agent career development
- Prepare Payroll Authorizations and Personnel Requisitions
- Make recommendations to improve efficiencies or achieve desired results
- Analyze accounts for cost-effectiveness and actively seek cost reduction ideas
- Maintain positive client-customer relationship by meeting performance expectations
- Document the job process and the duties and responsibilities of agents
- Read, analyze, and interpret technical journals and documents
- Respond to inquiries or concerns from customers, agents, or management
- Effectively present information to management, groups, and clients/customers.
Quality Assurance Coach
Qualfon / Dialog Direct / Novo1
01.2012 - 01.2014
- Maintain call monitoring formats and quality standards
- Perform call monitoring and provide trend data to the site management team
- Use a quality monitoring data management system to compile and track performance at team and individual levels
- Participate in customer and client listening programs and training to identify customer needs and expectations
- Provides actionable data to Prime Therapeutics' support groups as needed
- Contribute to call calibration sessions
- Provide feedback to call center team leaders and managers
- Prepare and analyze internal and external quality reports for management staff review.
Operations Manager
Frisco School Of Music
01.2006 - 12.2011
- Oversee and manage daily operational and administrative tasks
- Planning all events occurring at the School - Concerts, Festivals, competitions
- Recording, Sound and Video editing, and Publishing of Events for Marketing Usage
- Handling Social Media and Online presence of school - Facebook, Twitter, YouTube, Foursquare, Vimeo, and more
- Music and Inventory Handling
- Responsible for communications between Teachers Administrative Staff and Customers
- Responsible for managing the front desk operations of a music school with 1,000 students
- Providing high-quality customer service to students and parents
- Planning and coordinating weekly staff schedules
- Administering registration program
- Working with different computer software for scheduling and billing.
Education
Six Sigma: Certified Lean Six Sigma Green Belt
AIGPE
2023
Leadership, Business Process Improvement, & P Imp
Udemy
2022
Diversity, Equity And Inclusion in The Workplace
University South Florida
2021
Personal Development, Communication
Institute For Management Studies
2018
Bachelor of Arts - Interdisciplinary Arts And Design / Business Admin
University of North Texas
Denton, TX2010
Associate of Arts And Sciences -
Collin County Community College District
Plano, TX2008
Skills
Managing Multi-Regional Call Centers and Field Teams
- Managing Customers Service and Inside Quality Teams
- Identify and Understand Customer And Business Needs
- Increasing Productivity, Performance, and Compliance
- Prioritize, Delegates, And Monitor Team Workload
- Forecasting Agent Workload and Performance
- Educating and Driving Compliance of KPI Metrics
- Fill In Operation and Training Gaps As Needed
- Review Problems / Provide Guidance For Resolution
- Training and Coaching Recruitment Techniques
- Staff Recruiting
- Workforce Development
- Asset Control
- Business and Operations Analysis
- Staff Training and Development
- Leadership Development
Custom
- Local Leader for Nielsen Diversity, Equity, and Inclusion ERG HOLA Group - Hispanic Organization of Leaders in Action
- Member of PRIDE Employee Resource Group
Affiliations
- BRG - Hispanic Leaders Business Resource Group Lead
Languages
Spanish
Native or Bilingual
Timeline
Regional Manager
Nielsen
01.2020 - Current
Quality Assurance Group Leader
Nielsen
10.2015 - 01.2020
Quality Assurance Analyst
CR Partners
01.2015 - 10.2015
Operations Team Leader
Qualfon / Dialog Direct / Novo1
01.2013 - 12.2014
Quality Assurance Coach
Qualfon / Dialog Direct / Novo1
01.2012 - 01.2014
Operations Manager
Frisco School Of Music
01.2006 - 12.2011
Six Sigma: Certified Lean Six Sigma Green Belt
AIGPE
Leadership, Business Process Improvement, & P Imp
Udemy
Diversity, Equity And Inclusion in The Workplace
University South Florida
Personal Development, Communication
Institute For Management Studies
Bachelor of Arts - Interdisciplinary Arts And Design / Business Admin
University of North Texas
Associate of Arts And Sciences -
Collin County Community College District