Melissa Porter
Manvel,TX
Summary
Transformational Customer Experience and Sales Executive with a proven track record of driving business growth and operational excellence. Demonstrated expertise in executive leadership and strategic planning, resulting in cultural transformation, team collaboration, and measurable business results. Skilled in customer experience management, process optimization, and cross-functional leadership. Certified Yoga Instructor passionate about promoting well-being and balance.
Overview
20
20
years of professional experience
Work History
Vice President, Tailored Customer Solutions
Tailored Brands
01.2011 - 01.2025
- Lead Customer Contact Centers and Social Media Support for all company brands.
- Developed and executed an Enterprise Customer Experience Management strategy across digital and retail channels
- Integrated customer feedback system, creating a 360 customer view.
- Implemented the 'Shift Left Methodology' to transform IT Service Desk operations, prioritizing data-driven decision-making
- Designed and deployed a Learning Management System (LMS), enhancing employee training and engagement
- Established new departments, including Quality Assurance and Workforce Management, improving NPS and CSAT scores
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
Senior Director, Contact Center Operations
Men's Wearhouse, Inc.
01.2007 - 01.2011
- Directed consolidated Contact Center operations for multiple brands post-acquisition
- Managed a $8M budget and a team of 75-100
- Launched a CRM system, enhancing efficiency and reducing average cost per contact by 2 minutes
- Introduced Online Chat as a platform, cutting interaction costs by 50% while improving customer satisfaction
- Centralized operations from eight separate centers, achieving streamlined processes and cost efficiency
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
National Manager of Customer Service
After Hours Formalwear (Federated Department Stores)
01.2005 - 01.2007
- Unified eight Customer Service departments into a consistent operation post-acquisition
- Implemented Goldmine CRM for sales tracking and territory management, boosting accountability
- Authored a comprehensive training manual, reducing onboarding time by one week and improving error rates
- Streamlined dealer invoice processes, enhancing wholesale customer experience
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Collaborated with business development managers in partner planning process to develop mutual performance objectives, financial targets and critical milestones.
Education
Some College (No Degree) -
YYT 200 -
07.2017
Skills
- Effective Strategic Guidance
- Critical Thinking
- Decision Making
- Change Management Expertise
- Customer Satisfaction Management
- Performance Metrics Oversight
- Operational Efficiency
- Customer Feedback Analysis
- Relationship building
- Employee Training
- Customer Service Operations
- Proficient in Microsoft Office
Affiliations
- National Association of Call Centers (NACC)
- Houston Call Centers
- Supply Chain Leaders in Action (SCLA)
- Yoga Alliance
Selected Highlights
- Fortune Service Leader Award recipient.
- Orchestrated multiple acquisition integrations and consolidations, achieving lean, streamlined operations.
- Pioneered enterprise-wide Voice of the Customer (VOC) initiatives, driving cultural transformation.
- Increased team performance through innovative training and technology implementations.
Timeline
Vice President, Tailored Customer Solutions - Tailored Brands
01.2011 - 01.2025
Senior Director, Contact Center Operations - Men's Wearhouse, Inc.
01.2007 - 01.2011
National Manager of Customer Service - After Hours Formalwear (Federated Department Stores)
01.2005 - 01.2007
Salem State College - Some College (No Degree),
Sterling - YYT 200,
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