Melissa Harris

Highly motivated director with expertise in managing all aspects of call center operations, including HR issues, terminations, center upkeep, and cleanliness. Led a management team of over 20 direct reports, focusing on efficiency and quality, and consistently met sales and conversion targets for multiple inbound and outbound programs. Developed and implemented strategic plans to exceed financial and quality objectives, consistently surpassing revenue targets while maintaining budget goals. Created company-wide skill progression trackers and training modules, provided valuable feedback to corporate staff, and developed comprehensive action plans to enhance team development and maintain high standards across the organization. Selected Achievements: · Successfully expanded a 30-seat call center by opening and fully staffing two additional locations, including a 60-seat center and a 135-seat center in a mall, accommodating growth and increasing capacity. · Awarded new projects and consistently recognized as the top B2C sales site for several consecutive months while managing Spectrum programs, leading to the successful expansion of existing work. · Effectively operated two different Marshalltown sites concurrently for a period, ensuring smooth operations and high performance.

As a successful Program Manager, I oversaw the fulfillment of larger organizational goals and analyzed performance through accurate tracking. I maintained a motivated and successful team, building bench strength within my management team, and provided feedback to corporate staff to improve productivity and procedures. I identified areas of opportunity within teams and developed comprehensive action plans. Additionally, I coordinated multiple projects, focusing on program strategy, project delegation, and implementation to ensure seamless operations. Selected Achievements: · Requested to travel to multiple locations to develop frontline management teams, showcasing my expertise in leadership and team development. · Managed at least 10 supervisors across 4-5 teams, overseeing 80-100 representatives simultaneously, leading to a promotion to Site Director due to my outstanding performance and leadership.

As an experienced Operations Supervisor, I trained and managed Customer Service Professionals, significantly improving their productivity through diligent monitoring and coaching. I provided actionable feedback to various departments to enhance productivity and procedures and developed strategies to achieve client targets through thorough statistical analysis. I promoted high levels of customer service and sales, consistently met monthly monitoring targets, and conducted daily one-on-one sessions to discuss performance and development. Additionally, I handled escalated calls, supported agents with their inquiries, and motivated my team of top performers with praise, incentives, and competitions to maintain a successful and positive work environment. Selected Achievements: · Recognized by the corporate Site Director for my exemplary work and invited to join the corporate supervisor management team for a year, contributing to the development of other supervisors and SITs. · Promoted to Program Manager for outstanding performance and leadership in developing and mentoring supervisory staff.

As a Quality Assurance Representative, I efficiently monitored, evaluated, and documented calls to ensure company and client expectations were met. Promoted for my performance and extensive knowledge of call center management principles. I conducted client monitoring sessions and collaborated with clients to enhance call performance standards. Additionally, I was responsible for monitoring the performance of all programs and providing actionable feedback to operations staff to improve production results, demonstrating my efficiency, confidence, and experience in maintaining high-quality service standards. Selected Achievements: · Consistently achieved all monitoring goals, demonstrating reliability and commitment to quality. · Entrusted to lead client calibration sessions, showcasing strong communication and leadership skills, leading to a promotion to Supervisor.

Excelled in calling prospective customers and managing incoming service calls. I resolved customer discrepancies proactively, offering effective resolutions that ensured customer satisfaction. My role required strong communication skills, problem-solving abilities, and a dedication to delivering exceptional service. Selected Achievements: · My consistent performance placed me in the top ten percentile across all programs, demonstrating my commitment to excellence and customer-centric approach. · Awarded the SIT position, recognizing my outstanding performance and potential.