Melvin Flippin
Lexington,SC
Summary
Experienced customer engagement leader with a proven track record in driving service excellence and operational efficiency across large-scale call centers. Skilled in spearheading technology advancements, optimizing workforce planning, and enhancing customer loyalty. Adept at leading cross-functional teams to exceed performance goals. Eager to leverage extensive experience in a senior leadership role to further improve customer service operations and team productivity.
Overview
25
25
years of professional experience
Work History
Vice President - Customer Engagement
AmeriGas Propane
Charlotte, NC
08.2023 - Current
- Developed a call center strategy to enhance customer satisfaction.
- Advanced technology solutions to improve productivity.
- Led daily operations to optimize the customer journey.
- Managed 700+ employees, enhancing team cohesion and performance.
- Delivered executive updates on call center metrics.
- Established robust communication channels bridging management with staff at all levels.
- Developed and executed strategic plans to support the vision of the organization.
- Identified problems and implemented solutions to better streamline operations.
Director - CS Operations Omni Channel Enablement
Verizon
Lexington, SC
02.2022 - 07.2023
- Conducted post-launch logistics reviews to gather performance insights.
- Utilized sentiment analysis and automation to detect and address process-related issues.
- Created capacity plans based on projected call data.
- Established performance benchmarks and assessed staff for ongoing enhancement.
- Enhanced inter-departmental collaboration for improved efficiency.
- Developed tracking mechanisms for milestone achievements in projects.
- Encouraged team participation in brainstorming and solution-driven initiatives.
- Managed crisis situations to minimize impact on operations and reputation.
- Led cross-functional teams in the development of innovative solutions to complex problems.
- Led change management efforts to adapt to market shifts and organizational needs.
Director - Channel Readiness & Project Management
Verizon
Lexington, SC
09.2020 - 01.2022
- Defined and applied strategies for operational verticals.
- Directed strategies for enhancing customer service performance, focusing on process improvement and business continuity.
- Implemented technology innovations through trials and pilot programs to enhance CX strategies.
- Facilitated interdepartmental cooperation through analysis of feedback and performance metrics.
- Led testing, deployment, and adoption of new tools/systems with expertise.
- Completed tests on software and systems to verify quality.
Director - Contact Center
Verizon
Columbia, SC
03.2018 - 08.2020
- Spearheaded a cross-functional coaching program and led initiatives focusing on customer experience, quality management, workforce planning, learning and development, and performance management.
- Established a culture promoting integrity and transparent communication through trust-building practices.
- Outperformed expectations in shrink rates, abandon rates, and service agreements.
- Identified pain points to improve Military Appreciation and Transfer of Service initiatives.
- Streamlined processes to achieve measurable improvements in efficiency.
- Implemented programs to enhance team performance.
Director - Contact Center
Verizon
Charleston, SC
10.2016 - 02.2018
- Aligned strategies with executive leadership for enhanced company performance.
- Directed transformative initiatives addressing process optimization, business continuity, and project oversight.
- Developed innovative strategies to enhance outcomes by revamping culture, systems, and support frameworks.
- Developed training programs targeting leadership and frontline staff, driving measurable improvements in KPI performance.
- Fostered cross-functional alliances to optimize workforce performance indicators.
- Compiled detailed reports outlining key insights for executive leadership.
Director - Contact Center
Verizon
Lincoln, NE
08.2013 - 09.2016
- Managed all functions of Customer Service sub-departments, encompassing Retention, Facility Management, Workforce Planning/Management.
- Drove performance management efforts to improve organizational effectiveness and staff commitment.
- Enhanced organizational excellence by identifying and retaining talented individuals.
- Managed complete P&L accountability to enhance service quality in the Great Plains Region.
- Mapped objectives to actionable strategies, resulting in measurable efficiency improvements.
- Utilized data-driven approaches to refine customer journey understanding.
- Advocated for the organization at prominent industry gatherings.
Associate Director - Customer Service
Verizon
Lincoln, NE
01.2013 - 07.2013
- Directed a dynamic team of 100-200 frontline agents and supervisors.
- Cultivated a culture focused on servant leadership to enhance customer interactions.
- Outlined clear tactical expectations to facilitate the accomplishment of established stretch goals.
- Delivered training for supervisory staff by emphasizing performance management, constructive feedback, and accountability.
- Drove achievement of key performance indicators like First Call Resolution, CSAT, and NPS.
- Oversaw coordination efforts to drive productivity improvements.
Associate Director - Contact Center Operations
Verizon
Lincoln, NE
07.2007 - 01.2013
- Managed and ensured efficient operational processes for opening a large-scale contact center.
- Facilitated improved communication leading to a record-breaking reduction in New Device Call Rates at both the center and regional levels.
- Enhanced collaboration by building trust across customers and partners.
- Oversaw comprehensive interviewing and resume review processes.
- Organized meetings focused on reviewing results and disseminating key objectives.
- Directed organizational functions such as staff supervision and project execution.
Supervisor - Customer Experience
Verizon
Laurel, MD
12.2005 - 06.2007
- Conducted training programs to enhance team performance in achieving top Net Promoter Scores.
- Trained, mentored, and coached team members.
- Synchronized cross-department efforts to enhance team workflows.
- Evaluated work output to deliver tailored coaching.
- Discovered avenues to optimize processes boosting productivity.
Supervisor - Identification Fraud / Credit Review
Verizon
Schaumburg, IL
01.2004 - 11.2005
- Implemented an advanced detection system, driving significant loss reduction per unit from $1,211 in 2004 to $474 in 2005.
- Managed staffing and training for 52 employees in the new Midwest Area Credit Review Department.
- Increased efficiency and reduced case cycle times from an average of 57 days in 2004 to 42 days in 2005 by implementing a referral database.
Supervisor - Financial Services
Verizon
Schaumburg, IL
02.2000 - 12.2003
- Reduced refund escalations by 2.79% through implementation of new initiatives.
- Managed consolidation project for Midwest credit refund processes, integrating them into one workgroup.
- Generated creative strategies to boost team efficiency and results.
Education
Bachelor of Science - Management Information Systems
Southern Illinois University
Carbondale, IL05-1995
Skills
- Leadership and Team Development
- Customer Service Excellence
- Operational Efficiency
- Process Improvement
- Technology Implementation
- Customer Journey Mapping
- Customer Relationship Management
- Workforce Planning
- Business Process Outsourcing
- Call volume reduction
References
References available upon request.
Timeline
Vice President - Customer Engagement
AmeriGas Propane
08.2023 - Current
Director - CS Operations Omni Channel Enablement
Verizon
02.2022 - 07.2023
Director - Channel Readiness & Project Management
Verizon
09.2020 - 01.2022
Director - Contact Center
Verizon
03.2018 - 08.2020
Director - Contact Center
Verizon
10.2016 - 02.2018
Director - Contact Center
Verizon
08.2013 - 09.2016
Associate Director - Customer Service
Verizon
01.2013 - 07.2013
Associate Director - Contact Center Operations
Verizon
07.2007 - 01.2013
Supervisor - Customer Experience
Verizon
12.2005 - 06.2007
Supervisor - Identification Fraud / Credit Review
Verizon
01.2004 - 11.2005
Supervisor - Financial Services
Verizon
02.2000 - 12.2003
Bachelor of Science - Management Information Systems
Southern Illinois University
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