Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

Melissa Mallory Harris

Vice President Of Operations
Westerville,OH
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Melissa Mallory Harris

Summary

Enthusiastic software support operations professional with 30+ years of experience in various software solutions environments, including SaaS and premise based. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Dynamic professional with ability to execute in all levels of support operations and deliver exceptional results consistently; whether leading or executing directly in any role. Respected builder and leader of customer-focused teams and operations environments; instill a shared, enthusiastic commitment to customer service, streamlined operations and working more intelligently as key drivers of goal attainment. Areas of Experience include: Escalation Resolution, Professional Services Consulting, Troubleshooting, Customer Success, Software Implementation, Technical Sales Support, Business Needs Analysis, Project Management, Product Management, Team Building, Data Migration. Business-driven VP with experience building client rapport and mentoring and coaching employees. Demonstrates sound judgment and consistently achieves low churn rate and high-quality production among teams.

Overview

34
years of professional experience
4
years of post-secondary education

Work History

Vertex Systems, Inc
Westerville, OH

Vice President of Operations
01.2011 - Current

Job overview

  • Software solutions provider for non-profit organizations that serve those with disabilities
  • Responsible for the areas of Technical Support, Implementation, Documentation, Release Control, Training, Sales Support, Sales, Development, Product Management and Customer Success for the organization
  • Selected Contributions:
  • Constructed Implementation Process and Created Tools to ensure optimal end to end Project Management
  • Reduced project deployment time by 50%
  • Created new training curriculum which allowed an increase in Professional Services revenue while spending less time to accomplish more thorough training—thus reducing inbound calls/communications
  • Created tools to empower team member to feel more comfortable communicating with executives and with proving success
  • Constructed and ensured compliance with processes and controls for SSAE 16 audits.
  • Identified opportunities to improve business process flows and productivity.
  • Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.

QuanComm, Inc
Columbus, OH

Sr. Vice President Operations
01.2003 - 01.2011

Job overview

  • Software solutions provider for member-based organizations
  • Verticals include health & fitness, church and charitable and performing arts
  • Solutions included payment processing, health club management, events management, ticketing management, online giving and integration tools to allow payments from any application, and more
  • I was responsible for the construction of the entire operations infra-structure from the ground up within this startup organization
  • Selected Contributions:
  • Responsible for Development, Implementations, Technical Support, Documentation, Training, Sales Technical Support, Quality Assurance, Release Control, Professional Services, Customer Success and Product Management
  • Managed 25-member development team based in India
  • Implemented process controls and execution paths to ensure PCI and SAS70 Compliance/Certification
  • Constructed and executed on the plan which allowed us to leverage our existing infrastructure to develop, deploy and support 10 different products in six vertical markets.

CheckFree Corporation
Worthington, OH

Director, Support Operations
01.1996 - 01.2003

Job overview

  • Software solutions provider and payment processor for health and fitness centers throughout the US
  • I managed the teams responsible for all aspects of technical support, account management, deployment and consulting for health club’s software solutions and payment processing
  • Selected Contributions:
  • Responsible for Technical Support, Installation, Documentation, Training, Sales Technical Support, Quality Assurance, Release Control, Professional Services, Customer Success and Product Management
  • Constructed Quality Assurance / Release Control initiative, including Development Methodology which increased productivity and profitability in Support Operations and Development
  • Defined and Deployed Account Management strategy and infrastructure –saving and enhancing large customer account relationships
  • Constructed Professional Services revenue center Driving tens of thousands of dollars in new revenue
  • Implemented CRM solution which increased customer satisfaction and productivity throughout the organization.

AL Roark and Associates
Lexington, KY

Vice President, Support Operations
01.1993 - 01.1996

Job overview

  • Public safety software solutions used by Police and Fire departments throughout the US and Mexico
  • I managed the support organization which was responsible for all aspects of customer support, deployment, quality assurance and release control
  • Selected Contributions:
  • Responsible for Technical Support, Implementation, Documentation, Quality Assurance, Release Control, and Administration
  • Responsible for cash flow planning and collections for Support and Development Revenue
  • Implemented a Team operations environment which resulted in an increase in job satisfaction for associates, higher productivity, and profitability overall
  • Managed project development timelines
  • Implemented Project Methodology Management, improving productivity and profitability in development and operations.

Fields Software Group, Inc
Park City, UT

Director
01.1992 - 01.1993

Job overview

  • Training
  • Retail software applications suite used by large retail organizations throughout the US
  • I was responsible for the creation and execution of training programs for all solutions
  • Selected Contributions:
  • Constructed Training Programs for more than 15 software modules
  • Implemented company-wide training program for the Team environment (as studied under the Tom Peters Group), resulting in a proven increase in productivity and company profits
  • Developed and performed IBM Sales and Technical training courses for IBM Business Partner
  • Created marketing materials, and training and collateral materials to increase sales and product awareness
  • Hosted a very successful User’s Group Conference with over 90% customer turnout.

Infotronx, Inc
Chicago, IL

Director, Customer Support
01.1990 - 01.1992

Job overview

  • Labor management and scheduling solutions provider for union-based organizations and variable based staffing requirements in the US and the UK
  • I managed the teams responsible for all aspects of technical support, sales support, deployment, and product management and consulting
  • Selected Contributions:
  • Responsible for Technical Support, Consulting, Implementation, Documentation, Training, Product Management, Sales Technical Support, Quality Assurance, Release Control, and Project Scheduling
  • Constructed and implemented sales training programs for IBM and ICL Professionals
  • Authored contracts and appendices and managed their project scheduling and delivery
  • Managed 12-week beta installs and presented ROI documents to Sr
  • Executives to prove payback
  • Successfully brought 95% of Sales to closure following Consultative Analysis.

Education

Sullivan University

from Computer Information Technology
01.1986 - 05.1990

Skills

Process improvements

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Timeline

Vice President of Operations

Vertex Systems, Inc
01.2011 - Current

Sr. Vice President Operations

QuanComm, Inc
01.2003 - 01.2011

Director, Support Operations

CheckFree Corporation
01.1996 - 01.2003

Vice President, Support Operations

AL Roark and Associates
01.1993 - 01.1996

Director

Fields Software Group, Inc
01.1992 - 01.1993

Director, Customer Support

Infotronx, Inc
01.1990 - 01.1992

Sullivan University

from Computer Information Technology
01.1986 - 05.1990

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Melissa Mallory HarrisVice President Of Operations