Melissa Pringle
Summary
Professional with robust background in directing and managing large-scale operations, consistently driving success through strategic planning and execution. Adept at implementing innovative solutions that enhance productivity and operational effectiveness. Known for fostering teamwork and adapting to evolving business needs, ensuring alignment with organizational goals.
Overview
13
13
years of professional experience
Work History
Director Division One
Social Security Administration, SSA
03.2021 - Current
- Manage five call centers including the Baltimore, Cincinnati, Detroit, Philadelphia and Woodlawn Teleservice Centers. Lead organization of over one thousand call center agents, 64 managers and 20 support staffers.
- Provide oversight of call center management, payroll, training, budget as well as all administrative actions.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
Executive Officer
Office of Central Operations, Office of Disability Operations
05.2017 - 05.2021
- As the Executive Officer for the Office of Disability Operations (ODO), I have mastered my skilled at managing resources in a fast-paced work environment. This has allowed me to coach other managers on performance management, labor and employee relations, time and attendance, adverse actions, recruitment and staffing. On a daily basis, I provide guidance and leadership to ODO's senior leadership team on various Payment Center, Teleservice Center (TSC), and International Disability processing workloads. I offer guidance based on the Agencies Strategic Plan, SSA procedures, AFGE contract and the Personnel Policy Manual to resolve, administrative issues concerning recruitment, performance actions, labor relations, reasonable accommodations, and payroll discrepancies.
- I am proficient in utilizing the Human Resource Management Information tool, Human Resources Operational Data Store, the Performance Assessment Communication system, WebTA, Federal Personnel and Payroll System, and other management databases.
- While serving as the Executive Officer, I provide managerial oversight for the ODO Front Office, which includes the daily coordination of workload activities for the Management Information (MI) and Front Office Team. This team is comprised of two GS-13, Program Experts, two GS-13 Management and Program Analysts, three GS-12 MSS and one GS-9 Staff Assistant. We are responsible for providing real-time data driven reports for ODO's AAC. We compile and disseminate workload reports throughout the component to assist in developing and directing workload strategies. As their first-line manager, I monitor, review and ensure timely control responses are released conveying ODO's perspective.
- I serve as the component's lead on all hiring efforts internal and external, ensuring that ODO has the resources needed to accomplish the Agency's mission. I am also the gatekeeper for all monetary and performance award activities for over 1900 employees. While serving in this role, I support the AAC and DAAC by coordinating their meetings, developing executive level briefing documents, facilitating and preparing first-line managers for the Alternative Dispute Resolution (ADR) process.
- Oversaw risk management strategies, mitigating potential threats to the organization''s stability and reputation.
- Established strong relationships with key stakeholders to enhance collaboration and drive business success.
- Led organizational restructuring efforts, optimizing resource allocation and improving overall productivity.
- Handled administrative management, personnel issues and supply requirements for unit.
- Drafted training schedules for over one thousand technicians.
- Collaborated with cross-functional teams to identify new business opportunities in line with strategic objectives.
- Enhanced company performance by developing and implementing strategic plans and initiatives.
- Fostered a culture of innovation, leading to the development of new products and services.
- Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
- Double checked travel logistics before movement.
- Improved employee satisfaction by implementing comprehensive professional development programs.
Deputy Director
Office of Central Operations, Office of Earnings and International Operations, Division of Earnings and Business Services
07.2012 - 05.2017
- As the Deputy Director for the Division of Earnings and Business Services (DEBS), I share in the senior level management of three operational branches including the Earnings and Adjustment Branch (EAB), Business Services Branches (BSB), Customer Service Branch (reassigned to the Philadelphia Region) and our Security Records Branch in Boyers, PA totaling 387 employees and 19 managers. As the "alter ego" to the Director, it is my responsibility to make certain all division programs/activities are properly executed. I safeguarded the public's trust in our programs by monitoring Management Information reports for the timeliness and accuracy of our work products. I draft responses and review internal/external controls, resolving public relations issues, while leading ongoing evaluations of our operational effectiveness.
- While serving in this position, I identified and analyzed data to implement workload strategies managed resources and provided guidance to OEIO executive staff on workload and staffing matters. I assisted with the development and execution of fiscal year work plans by comparing statistical data of previous years and weighing the impact on the organization. Through the analysis of various reports, I identified and analyzed data before offering recommendations to OCO's Executive staff, staying abreast of all workload trends. I kept my leadership informed of all matters that may adversely affect the organization.
- Serving in a leadership role for over 7 years has afforded me the opportunity to develop strong administrative skills. I am proficient and have a working knowledge of the PACS web-based application, the Federal Personnel Payroll System including WebTa, and other human resource applications such as Selection Manager, HR Management Information Tool and E2 Solutions. I utilize these resources to process personnel actions timely.
- Providing direct supervision and guidance to division analysts and branch managers to assure appropriate actions are taken to improve operational efficiency. Ensure CSB employees were providing support to the N800
- Steering weekly, monthly and quarterly meetings with my immediate staff, division managers and provide direction for several workgroups
- Reviewing, editing, and managing the timely responses released from the DEBS control mailbox
- Coordinating, conducting and make hiring selections based on the applicants' qualifications
- Monitoring and certifying time and leave records for the branch managers and front office staff
- Coordinating the ongoing communications between division leadership and employees through the scheduling of quarterly town hall meetings.
Education
Bachelor of Arts - Human Resources Management
Notre Dame of Maryland University
Baltimore, MD05-2012
Skills
- Proficient in typing at 45 WPM
- Skilled in utilizing Microsoft Office tools
- Effective relationship management
- Strong written communication skills
- Goal-oriented planning
- Analytical decision-making
- Team leadership
- Operations management
- Team management
- Creativity and innovation
Awards
Individual Cash Award (NRD)- Awarded for my accomplishments and for promoting the mission of the organization.
Performance Award (ROC)- Awarded for my significant contributions, flexibility and dependability in managing our workloads and exceeding our business goals.
Regional Commissioner's Excellence in Leadership Award- In recognition of my outstanding leadership abilities and significant contributions within the component.
Community Service
Black Affairs Advisory Council, Events Coordinator, 2008-10-20, 2010-04-25, I was responsible for coordinating of BAAC social events for the OCO Chapter, Amount of time spent: 8 hours per month
Timeline
Director Division One
Social Security Administration, SSA
03.2021 - Current
Executive Officer
Office of Central Operations, Office of Disability Operations
05.2017 - 05.2021
Deputy Director
Office of Central Operations, Office of Earnings and International Operations, Division of Earnings and Business Services
07.2012 - 05.2017
Bachelor of Arts - Human Resources Management
Notre Dame of Maryland University
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