Melissa J. Krivanek
Redmond,WA
Summary
Senior Operations Director driving proven results. Manages complex issues while meeting business objectives. Strong operational skills and solid experience developing top performing teams. Collaborates with management teams and stakeholders to uphold company vision.
Overview
21
21
years of professional experience
Work History
Senior Director, Enterprise Client Engagement
Volt Workforce Solutions
02.2022 - Current
- Managed portfolio of Enterprise Accounts with annual revenue of $90M, while demonstrating year over year growth
- Provide leadership and direction to Enterprise Program staff
- Management and Oversight of multiple teams including: Program Coordination, Data Entry, Remote Onboarding, Compliance, and Associate Vendor Set-Up
- Consultative Client Engagements to drive continual improvement to strengthen client relationships
- Launched offshore Data Entry team in March of 2020 and improved overall SLAs by 78% within one year, despite remote working challenges in India
- Cross-Functional Team Leadership to drive deliverables and assure smooth operations
- Triage complex issues within Enterprise Accounts
- Participated in multiple technology upgrade and implementation project teams
- Utilize reporting to make data driven decisions
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
Director. Strategic Program Managment
Volt Workforce Solutions
10.2013 - 02.2022
- Project Management of large scale Implementation; including development of Project, Risk Mitigation, and Change Management plans
- Rolled out new enterprise-wide internal compliance program for Strategic Accounts
- Successful completion of external customer audits
- Business process development
- Development and Delivery of Operational Training
- SME is resolving complex billing reconciliation issues
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Coached team members on productivity strategies to accomplish challenging goals.
- Developed and maintained logistics workflows, procedures and reports.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
Director, Regional Operations
Volt Workforce Solutions
04.2002 - 10.2013
- Direct management of 25 employee team responsible for operations, payroll, program coordination, and employee relations for three regions
- Developed operations policies and processes for multiple regions
- Recruited, hired, trained, and mentored employees
- Ensured 100% legal, corporate, and contract compliance
- Resolution of billing escalations; including reconciliation, research, and collections
- Produced business reviews, executive summaries, and ad-hoc reports
- Participated in strategic planning and business development for large national and regional customers
- Developed and maintained vendor relationships
- Participated in Enterprise-Wide Six Sigma and Environmental Initiatives
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Spearheaded innovative approaches to resource allocation and strategic planning.
Education
BACHELOR OF ARTS -
University of Washington
Seattle, Washington06.1996
Skills
- Operational Management
- Business Process Development
- Project Management
- Cross Functional Leadership
Timeline
Senior Director, Enterprise Client Engagement
Volt Workforce Solutions
02.2022 - Current
Director. Strategic Program Managment
Volt Workforce Solutions
10.2013 - 02.2022
Director, Regional Operations
Volt Workforce Solutions
04.2002 - 10.2013
BACHELOR OF ARTS -
University of Washington
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