Melissa Putnam

• Built a workforce management team from the ground up.
• Set up and development of all the WFM

(Calabrio) platform that manages multiple customer care channels.

• Established and manage rules of engagement and SOP's for all care departments and BPO's.
• Oversee productivity and management of multiple off shore BPO partners by assessing, analyzing, and reporting productivity, cost management and delivery of KPI's.
• Determine the best way to utilize employees’ skills, techniques, and theories of workforce-BPO management.
• Manage staffing budgets daily, weekly, and monthly while measuring performance metrics.
• Forecasting and planning for workforce optimization and improved efficiency based on contact volume and historical data analysis.
• Contract negotiation, BPO site visits, and partner management regularly.
• Executive summary reporting weekly to ensure visibility of customer care performance throughout the company.
• Management of WFM team of forecasters, schedulers, Analysts, and RTA.

• Product owner of workforce management, working as a liaison between operations and WFM delivery team to reach a common goal
• WFM team deliverable to over 100 different clients on a daily bases, while managing relationships with clients, owners, and BPO partners
• Good understanding of staffing needs, financial impacts, and delivery of a value add WFM product
• Agile, adaptable, and knowledgeable in many different types of business models to meet client needs
• Management of a large team of WFM leaders with multiple layers of teams providing planning, scheduling and real time analytics support to clients
• Well versed in multiple WFM CRM's and tools including Aspec, Genesys, Calabrio, IEX (Nice), Kustomer, Zendesk, Sales Force, and many more
• Support of multiple lines of business, multi channels, phones, chat, email, and omni channels
• Support of on and off shore teams as a part of the Ttec Agility team
• Delivery of a quality product that adds value for the customer while meeting the company's goals to grow both in size and financials year over year

• Manage a remote team across the United States, coaching and developing experts to deliver on key business focuses in sales, services, and technical support
• Behavioral based coaching and development, results management and quality monitoring for customer experience and NPS survey results
• Active leader in mentoring, training, and leading others to grow the business
• Contribute to business through projects focused on employee hiring and onboarding

• Manage, coach, and develop staff to meet the business needs of the client and customers
• Credit card account management and collections management with regulatory compliance
• Focus on behavior based coaching and driving results in key areas measured by performance metrics
• Work with a team of peers to meet department/site goals and foster teamwork within the department
• Work on special projects, committees such as rewards and recognition and recruiting to contribute to the business as a whole and develop as a leader in the organization
• Manager of a workforce teams across united states - monitoring daily service levels, resource planning and forecasting, schedule management through IEX, Aspect, CMS, RTA Support

• Define and manage a successful customer care model
• Manage the overall business support strategy and tactical execution to ensure all end-to-end operations are continuously successful
• Accountable for the business's Key Performance Indicators and responsible for implementing strategies that address customer support issues and drive business success.
• Daily management of a vendor customer care site; including contract negotiations, KPI monitoring, training, monitoring, and constant communication with vendor team
• Work closely with various internal groups and the executive team to understand business needs, implement new processes, and contribute to ongoing process improvements
• Negotiate contract terms for services and expectations for performance managing multiple levels of employees both retail and Tier 1 Tier 2 customer support

• Responsible for quality of customer experience delivered with every interaction

• Manage a team of customer retention specialists focused on saving the customers and provide world class customer service while balancing the needs of the customer, the employees and the owners

• Manage a team of 20 specialists who were responsible for retrieving medical records for life insurance applications

• Operations management for multiple channels of social network sites, ensuring excellent customer service to users of over 25 different websites

• Manage a team of 20 supervisors and 200 agents taking inbound calls for AT&T wireless as an outsource vendor

• Training and Recruiting Manager for the reservation department, responsible for planning staffing, hiring, and new employee training execution

• Managed multiple teams focused on customer experience, customer retention, and fraud prevention

• Manage a team of 50-100 manufacturing operators in the research and development department, developing next generation memory chips