Melvin Berry

• Spearheaded FEO initiatives to synchronize real-time staffing with fluctuating call volumes, ensuring 100% adherence to service level agreements.
• Managed specialized VIP systems workflows to prioritize high-value client interactions, resulting in a 15% improvement in premium account retention.
• Utilize advanced RTA tools to monitor live metrics, identifying and mitigating bottlenecks before they impact departmental performance.

Implemented strategic initiatives that reduced average handle time (AHT) by 17%, optimizing workflow efficiency through targeted coaching and process enhancements.
Developed action plans based on performance metrics such as AHT, After-Call Work, Hold Times, Adherence, Attendance, and Quality Assurance.
Led initiatives that increased first response times by 20%, ensuring faster customer resolution through improved scripting and streamlined escalation processes.
Instrumental in increasing customer survey scores by 9% year-over-year, enhancing agent engagement and refining customer interaction strategies.
Conducted weekly one-on-ones and live call monitoring to ensure adherence to call center quality standards.
Managed timekeeping, payroll, and attendance tracking for team efficiency.

Supervised a team of 25 agents, focusing on patient satisfaction and accountability.
Elevated patient satisfaction scores from 78% to 94% within two months through targeted coaching.
Conducted weekly coaching sessions to enhance empathy, pacing, and tone in calls.
Managed escalated calls and monitored real-time adherence, average handle time, and attendance.

Managed a team of 29 Contact Tracers, 10 Case Investigators, and 3 Epidemiologists.
Conducted daily team meetings to ensure alignment and maintain high customer service satisfaction scores.

Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.

Spearheaded process improvements that reduced average handle time by 15%, refining call scripts and coaching agents on efficiency techniques.
Designed and executed action plans that increased customer first response rates by 18%, reducing resolution times and improving satisfaction scores.
Led a quality improvement initiative that resulted in a 10% increase in customer satisfaction survey scores, enhancing service delivery and agent engagement.
Developed individualized coaching programs to maximize team performance and service quality.
Assisted in interviewing and onboarding new hires, ensuring seamless integration into the team.
Managed and supervised the Neiman Marcus Credit Departments Focus Committee, enhancing morale and employee engagement.

• Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
• Established performance metrics to evaluate team success and identify areas for improvement.
• Interviewed and assisted in selection of candidates for collections positions on team of 60 collection representatives.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Increased recovery rates for difficult accounts by utilizing effective negotiation skills.