MELYSSA MEFFORD
Blacklick,OH
Summary
Accomplished professional with a proven track record of optimizing business operations and driving efficiency. Strong background in Lean Six Sigma methodologies, and successfully leading cross-functional teams to implement process improvements resulting in cost savings and enhanced customer satisfaction. Passionate about continuous improvement and thrive on delivering measurable results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Front End Staff
Designer Paws Salon
Westerville, OH
02.2024 - Current
- Assisted with scheduling appointments for clients and visitors.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
Supervisor/Customer Service/Spa Technician
Doggie Dayspa
Grandview , OH
03.2019 - 02.2024
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
Process Excellence Manager
Liberty Mutual
Columbus, Ohio
01.2023 - 09.2023
- Led Claims Cycle Time workshop that resulted in 50% cycle time reduction and cost avoidance of $5m.
- Transformed processes by leading APD Workshop, challenging the team to unlearn past processes and create valuable interactions with individual contributors to reduce cycle time and improve quality.
- Provided support for Principal Managers with data analysis, supporting go & sees, running Kaizen events and coaching Shingo principals.
Operational Excellence Senior
Liberty Mutual / State Auto Insurance
Columbus, Ohio
01.2020 - 01.2023
- Overhauled a highly manual print/mail operations team that reduced mandatory overtime and created a digital option during a pandemic.
- Designed and implemented an innovative and-on process for all print/mail jobs sent to external vendor to immediately notify of print failures reducing a large compliance and legal risk.
- Served as Project Manager to create standardized and repeatable processes for mail services team, created training documentation and standard work.
- Performed analysis of Vendor billing to identify mistakes and overages in process resulting in $120,000 annually.
- Responsible for efficiency savings of 13,534 hours in 2022.
- Designed & implemented new project intake system in Jira creating a virtual Kanban system.
Operations Analyst
Grange Mutual Casualty Company
Columbus, Ohio
04.2016 - 12.2019
- Analyzed and documented existing business processes to identify inefficiencies and recommend process improvements.
- Developed first RPA process for company & acted as Project Manager for all RPA related deployments including monitoring of active bots.
- Led continuous improvement initiatives, departmental processes, and problem resolution.
- Assisted with Lean & Standard work rollout and Process Improvement.
- Developed and monitored departmental level reports and tools supporting better business decisions.
- Awarded 2019 Employee of the year.
- Assisted in the preparation of audit plans and schedules.
- Provided support to audit teams through researching industry trends, regulations, and best practices.
- Collaborated with external auditors to ensure that all necessary documentation is provided in a timely manner.
Executive Assistant
Grange Mutual Casualty Company
Columbus, OH
01.2011 - 03.2016
- Organized and managed complex calendar of appointments, meetings, and travel arrangements for executive team.
- Maintained confidential records and files related to executive operations.
- Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
- Acted as a liaison between the executives and internal and external stakeholders to facilitate communication flow.
- Conducted research on various topics as requested by executives or senior management personnel.
- Assisted in organizing conferences, seminars and other events as directed by the executives.
- Scheduled appointments for executives with external parties such as vendors or suppliers.
Administrative Assistant
Grange Mutual Casualty Company
Columbus, OH
11.2005 - 12.2007
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Led project to automate a highly manual repeatable vehicle history request from Agents. Automation allowed requester to obtain information real time, eliminating a 3 day turnaround time.
Education
Skills
- Value Stream Mapping
- Lean Thinking
- Process Improvement
- Operational Excellence
- Shingo Principles
- Facilitation
- Root Cause Analysis
- Continuous Improvement
- Change Management
- Scrum
- Agile
- Customer Service
- 5S
- Adkar
- Adobe Professional Suite
- Dream Weaver
- Excel
- Jira
- Mainframe
- Miro
- MS Visio
- Mural
- Salesforce
- Smartsheet
- Workday
- 96 WPM w/100% accuracy
- Administrative Abilities
- Event Coordination
- Customer Service Management
- Complaint Management
Certification
- Lean Six Sigma Green Belt
- Certified RPA Analyst
- Certified Cust Service Trainer
- CPR Certified (Human & Pet)
- Advanced Microsoft Excel
- Associates in Claims
- Registered Vet Tech
Timeline
Front End Staff
Designer Paws Salon
02.2024 - Current
Process Excellence Manager
Liberty Mutual
01.2023 - 09.2023
Operational Excellence Senior
Liberty Mutual / State Auto Insurance
01.2020 - 01.2023
Supervisor/Customer Service/Spa Technician
Doggie Dayspa
03.2019 - 02.2024
Operations Analyst
Grange Mutual Casualty Company
04.2016 - 12.2019
Executive Assistant
Grange Mutual Casualty Company
01.2011 - 03.2016
Administrative Assistant
Grange Mutual Casualty Company
11.2005 - 12.2007