Job Search Status
Open to workDesired start date: Immediately
Open To Work
Melissa Stairs
Charlotte,NC
Work Preference
Summary
Experienced project manager and data analyst skilled in leading crisis management initiatives and strategic communication. Proven ability to enhance business continuity and drive performance improvements. Adept at innovative problem-solving and cross-functional collaboration in high-stakes environments.
Overview
25
25
years of professional experience
Work History
Senior Manager - Crisis Mgmt, Risk and Security
Verizon Consumer Group
Charlotte, NC
03.2022 - Current
- Manage daily operational logistics of over 1,200 Verizon Retail locations.
- Audit, document, and update operational policies, procedures and workflows to identify and address gaps in operational excellence.
- Create, evaluate, and lead risk mitigation strategies to ensure Business Continuity.
- Identify and implement AI models that help improve productivity.
- Analyze trends in KPI's and create executive level presentations that highlight key insights to support informed decision making.
- Manage capital and op-ex projects with budgets exceeding the millions.
- Work cross-functionally with support partners to achieve high level strategic goals.
- Propose innovative ideas and solutions that improve team dynamics and address performance challenges.
Senior Analyst - Performance Assurance Operations
Verizon Consumer Group
Charlotte, NC
09.2020 - 03.2022
- Led risk mitigation strategies to ensure business continuity.
- Connected performance observations with actionable recommendations, supporting local operations leaders in decision-making.
- Delivered immediate and summarized feedback, enabling leadership teams at all levels to address performance issues effectively.
- Planed and coordinated strategic operational projects, prioritizing recommendations for improvements.
- Analyzed trends and implement the Tech Add-A-Line strategy in Fall 2020, improving tech AAL within two months.
- Facilitated meetings with frontline directors, establishing relationships and conducting focus groups.
- Provided individual coaching and development to enhance team capabilities.
- Completed Verizon Scrum Master course to enhance project management skills.
Senior Analyst - Value, Retention & Digital Strategy
Verizon Consumer Group
Charlotte, NC
07.2019 - 09.2020
- Present regularly to Vice President and East Field Directors on Value & Retention topics and strategies to gain insights on performance.
- Analyze data, competitive analysis and solicit employee feedback to understand internal and external trends that impact value and retention.
- Deliver insights through data analysis of key metrics, informing strategy and enhancing decision-making.
- Collaborate with all levels in the organization to measure and communicate effectiveness of organizational strategies, influencing business outcomes.
- Partner cross-functionally with internal stakeholders, including customer service operations, learning & development, digital, marketing, quality, HQ teams, and human resources, to identify and escalate issues, driving improved results.
- Complete research, data analysis, and call studies to identify trends and share best practices with multiple levels of leadership and HQ partners.
- Provide critical support on executing customer service strategies and ensuring the operational implementation is aligned nationally across all markets.
- Experience managing projects and developing comprehensive strategies at the center and field level.
- Ensure early identification of issues, determining potential resolutions, obtaining the appropriate resources, communicating status, tracking and resolving them in a timely manner.
- Proficient in defining stakeholder communication requirements and developing and delivering communication plans and content.
- Facilitate communication between HQ and frontline team members to enhance performance alignment.
Senior Analyst - Charlotte Center Operations
Verizon Consumer Group
Charlotte, NC
10.2017 - 07.2019
- Analyze and produce comprehensive performance reports, providing senior leadership with insights to identify and prioritize areas for improvement.
- Designed Charlotte Performance Report for center leadership, enhancing weekly coaching and team meeting planning.
- Collaborate with HR and senior leadership to develop and implement performance improvement strategies, enhancing team effectiveness.
- Utilize storytelling to convey actionable insights on employee behavior and opportunities.
- Manage successful transfer and implementation of National Accessibility Customer Service queue from Charleston to Charlotte call center.
- Organize meetings within Charlotte contact center, managing equipment setup, content development, and troubleshooting to ensure seamless communication.
- Coordinate with field Go-to-Market team for product launch events, ensuring effective communication with frontline staff.
- Act as point of contact for audio-visual equipment support and technology troubleshooting within center operations.
Customer Service Advocate
Verizon Consumer Group
Charlotte, NC
05.2016 - 10.2017
- Deliver customer service and tier 1 troubleshooting for Verizon Wireless offerings, resolving issues and enhancing customer satisfaction.
- Assist customers with account inquiries and service-related issues.
- Educate clients on product features and service plans.
- Resolve customer complaints using effective communication techniques.
Education
Master of Business Administration (MBA) - Project Management
Strayer University
Virginia, United States12-2019
Master of Business Administration (MBA) - Hospitality Management
Husson College
Maine, United States05-2015
Bachelor of Science (BS) - OTHER
University of Maine
Maine, United States05-2008
Skills
- Crisis management
- Project management
- Data analysis
- Strategic communication
- Cross-functional collaboration
- Content Creation
- Incident planning
- Risk management
- Business continuity
- Safety management
- Performance improvement
- Strategic planning
- Team building
- Relationship management
- Problem solving
- Project budgeting
- Policy documentation
- Microsoft Suite
- Google Suite
- Excel
- Smartsheets
- Salesforce
- JIRA
Honors And Awards
- 05/01/19, We & Me Award, Recognized for going above and beyond by putting the needs of the business in the forefront.
- 05/01/22, Elite Award, Recognized for the quality, value and significance of the work I do every day.
- 4/01/26, Coin of Excellence, Recognized for outstanding performance, going above and beyond, during Winter Storm season
Affiliations
- Executive Board of Directors - Treasurer Indian Trail Athletic Association
Indian Trail, NC
Timeline
Senior Manager - Crisis Mgmt, Risk and Security
Verizon Consumer Group
03.2022 - Current
Senior Analyst - Performance Assurance Operations
Verizon Consumer Group
09.2020 - 03.2022
Senior Analyst - Value, Retention & Digital Strategy
Verizon Consumer Group
07.2019 - 09.2020
Senior Analyst - Charlotte Center Operations
Verizon Consumer Group
10.2017 - 07.2019
Customer Service Advocate
Verizon Consumer Group
05.2016 - 10.2017
Master of Business Administration (MBA) - Project Management
Strayer University
Master of Business Administration (MBA) - Hospitality Management
Husson College
Bachelor of Science (BS) - OTHER
University of Maine