Years of experience: 18

Call CenterC-level ExecutiveCall Center SupervisorCall Center TrainerCustomer ServiceService Quality Manager

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Melody's Career Path
Director of OperationsMar. 2021 -
Nov. 2024
FlexRevolutionDirector of Operations
RemoteAt this role, I led operational improvements and streamlined processes to enhance efficiency. Managing daily operations across phone, chat, text, and email, I ensured seamless communication and top-tier customer support. I also worked closely with Compliance, Accounting, Legal, and Finance teams to keep everything aligned with state regulations. Some of my key achievements here includes: * Di...
Senior Manager Credit AuthorizationOct. 2018 -
Dec. 2020
Conn's HomePlusSenior Manager Credit Authorization
San Antonio, TexasAt this role, I supervised a team of 40 agents, managing 5,500 credit applications weekly in a fast-paced call center. I implemented quality assurance programs to improve call handling and audits while refining lending strategies and KPI plans. I drove process improvements, tested system enhancements, and developed detailed documentation. Passionate about optimizing customer service, I resear...
Quality Assurance Operations ManagerApr. 2018 -
Sep. 2018
Volt Workforce SolutionsQuality Assurance Operations Manager
San Antonio, Texas AreaAt this role, I managed QA operations across two locations, managing a team of 20 coaches to boost performance and compliance with COPC standards. By forecasting budgets and KPIs, I kept our goals aligned with objectives while driving client satisfaction. I collaborated across departments to streamline processes, align site procedures with QA metrics, and foster teamwork. Some of my key achie...

Melody's Posts

  • About myself

    With two decades of leadership in call centers, I have significantly improved customer service efficiency, boosting response rates by 60%. I successfully launched and managed 4 departments, enhancing operations across 100 locations in 12 states.

  • Job Description

    Aspiring to a Call Center Director position where I can leverage my extensive experience to elevate customer service excellence and satisfaction, ensuring optimal operational performance and strategic growth.

  • How to contact

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  • How I can help you

    Identify and resolve issues affecting KPIs and CSAT. Enhance agent training and streamline scripts for improved customer communication.

  • People I am looking for

    Seeking collaborations with companies, especially in subprime lending, to optimize call center performance.

  • Experience & Cases

    Achievements: - Boosted answer rate from 60% to 85%. - Developed comprehensive process documentation. Past Clients: - Small businesses with call center challenges.

  • How to contact

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