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
- Co-engineered and deployed enterprise risk mitigation frameworks and operational support across 1,200+ retail locations, integrating AI productivity models to streamline incident response workflows.
- Managed and tracked multimillion-dollar CAPEX and OPEX project budgets, including procurement for $3M+ Defenselite glass project at high-risk retail locations, leading to a 75% reduction in successful break-ins and 40% reduction in shoplifting in 2026 compared to 2025.
- Reviewed KPI trends and prepared insights for executive leadership to inform policy and business continuity decisions.
- Updated standard operating procedures and workflows to close compliance gaps and support operational excellence.
Senior Analyst - Performance Assurance Operations
Verizon Consumer Group
Charlotte, NC
09.2020 - 03.2022
- Analyzed operational performance data across regional footprints, delivering strategic recommendations that eliminated key execution gaps.
- Spearheaded market research and execution strategy for the tech add-a-line initiative, driving a 75% metric increase within 60 days.
- Led focus groups and planning meetings with frontline directors to build cross-functional alignment and guide operational updates.
- Provided coaching, talent development, and mentorship to strengthen cross-functional team skills and improve average performance by 25%.
Senior Analyst - Value, Retention & Digital
Verizon Consumer Group
Charlotte, NC
07.2019 - 09.2020
- Prepared and delivered recurring strategy presentations to vice president and field directors, explaining customer retention trends and linking findings to business priorities.
- Completed call studies, market research, and competitive reviews to surface macroeconomic factors affecting customer value and retention.
- Collaborated with HQ digital marketing and HR to support national customer service strategy execution across regional markets.
- Aligned retention insights with business goals through recurring executive briefings for vice president and field directors.
Senior Analyst - Charlotte Center Operations
Verizon Consumer Group
Charlotte, NC
10.2017 - 07.2019
- Supported transition and operational transfer of national accessibility customer service queue from Charleston, SC to Charlotte, NC contact center without disrupting service levels.
- Built Charlotte performance report as core analytics dashboard for center leadership use in weekly coaching metrics and tactical team meetings.
- Set up early risk-identification workflows to isolate operational issues, secure needed resources, and shorten time to resolution.
- Prepared executive meeting spaces by testing audiovisual equipment and verifying room setup before high-level meetings.
Customer Service Advocate
Verizon Consumer Group
Charlotte, NC
05.2016 - 10.2017
- Tier 1 engineering support: Delivered technical troubleshooting and customer service for Verizon Wireless offerings, resolved customer complaints, and improved satisfaction results with average score of 98%.
- Client education: Guided clients on complex product features, service plans, and account management options to support retention and customer value.
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
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