Melissa Shettleton

0000 xxxxxx xxxx , xxxx , xxxxx 00000
abc@xyz.com

Executive Profile

Experienced Manager / Operator

Dynamic leader with demonstrated success in management and customer service. Eager to contribute strong public relations, operations, and communication skills in order to increase bottom line revenues and maximize efficiency for the organization.

Key Qualifications

  Management

  Customer Service

  Process Improvement

  Financial Analysis

  Data Analysis

  KPI Analysis

•Cross-Functional Leadership

  Efficiency Practices

  Retention Programs

Key Professional Achievements

Ø  Received Exceptional Manager of the Year Award. (Stream)

Ø  Earned JD Powers certification for Call Center Excellence for 2 consecutive years. (Stream)

Ø  Increased staff from 45 support professionals to 185 support professionals and 8 managers as a result of improved account performance. (Stream)

Ø  Effectively managed daily operations of key account resulting in generation of $7.5M in annual revenue. (Stream)

Professional Career

Path

Earlier Experience

Education

Stream Global Services                                                                2002-Present

Positions Held: Service Delivery Manager,  Operations Planning Manager, Operations Planning Intraday Analyst, Operations Planning Administrator

Manage individual performance, account metrics and financial performance for entire account.

Manage all aspects of account metrics.

Responsible for 16 month rolling forecast inputs. 

Responsible for measurement of success against all KPI metrics as well as EMI (Exceptional Management Index) measurements reported daily.

Responsible for annual budget analysis and forecasts.

Act as liaison and advocate between all functional support groups, HR, training, quality assurance and operations planning.

Responsible for Executive Summary weekly report completion and presentation to internal and client executives.

Chair weekly quality, training and operations strategy meetings as well as implementation of agreed upon strategies.

Responsible for process development, documentation and implementation across operations spectrum.

Responsible for account payroll-approval, tracking, monitoring, reporting and controlling.

Prepared monthly client invoicing to ensure timely payments.

Consistently establish and maintain client relationships.

Responsible for management of real time performance metrics.

Managed team of 5 analysts.

Ensure accurate staffing deviations are maintained in real time.

Perform regular forensic analyses of previous day s performance and recommendations for future improvements and success.

Manage daily staffing deviations and exceptions as well as scrubbed data the following day for analysis.

Responsible for direct reports payroll integrity, reporting and controlling.

Responsible for monitoring, tracking and analyzing of real time staffing and performance metrics to formulate real time recommendations for staffing levels and direct cost management.

Various Employers                                                                                    1986-2001

Positions Held: Customer Service Supervisor, Unit Control Supervisor, Office Manager, Auditor.

  Designed and executed customer service strategies to client base in order to increase retention and loyalty.

  Trained employees in customer service methodologies.

  Responsible for inventory analysis and control.

  Responsible for maintaining a balanced cash flow system and ensuring that daily deposits were delivered.

  Responsible for various book-keeping and administrative functions.

  Developed customer service programs to implement with staff in order to increase loyalty and retention.

Associates Degree in Applied Science - Criminal Justice, Jefferson Community College