Gerard Mellen Email & Phone Number

Groton, Massachusetts, United States

Delivered outstanding results, service, and dedication during tenure with organization. Held multiple positions with increasing responsibilities for the international organization that supports over 500 business partners and financial institutions with 24-hour customer support and annual revenue of $400M. Lead day-to-day operational tasks to ensure long-term growth goals and integral player in building communications environments that exceed all corporate vision and expectations.

Remote

I execute strategic planning of customer experience expectations/scorecards, develop initiatives that optimize daily performances, and integrate the company’s vision plan for success. Over see 400+ team members across multiple sites, work at home, and off-shore BPO centers and effectively manage $13M annual operating budget and Profit & Loss (P&L) reporting.The following are highlights of the value I bring to the position:• Introduce diverse tactical actions plans and have… Show more I execute strategic planning of customer experience expectations/scorecards, develop initiatives that optimize daily performances, and integrate the company’s vision plan for success. Over see 400+ team members across multiple sites, work at home, and off-shore BPO centers and effectively manage $13M annual operating budget and Profit & Loss (P&L) reporting.The following are highlights of the value I bring to the position:• Introduce diverse tactical actions plans and have implemented coaching model that supports the culture of coaching to enhance agent success. Mentored 2 high-potential employees (HIPO) resulting in promotion to direct staff.• Consistently identify areas of opportunity, evaluate practices and trends, and execute diverse training and coaching through accountability calls, one-on-ones, and team planning days. Consistently delivered Customer Satisfaction Score (CSAT) of 89% and Net Promotor Score (NPS) 60 for key large clients.• Established and integrated Cross Sell/Up Serve program across both channels to strengthen customer engagement and boost incremental annual revenue resulting in increase of $100K. Show less

Groton, Massachusetts, United States

I provided expert recommendations and direction on day-to-day operations with focus on account management and growth regarding top customer segments with annual revenue of $120M. Created competitive advantage through expansion of customer portfolio, new product launch, and spearheading sales strategies across Web-site development, integration of company Logo services, and e-mail marketing services.The following are highlights of the value I brought to the position:•… Show more I provided expert recommendations and direction on day-to-day operations with focus on account management and growth regarding top customer segments with annual revenue of $120M. Created competitive advantage through expansion of customer portfolio, new product launch, and spearheading sales strategies across Web-site development, integration of company Logo services, and e-mail marketing services.The following are highlights of the value I brought to the position:• Strategically managed multiple call center sites across the United States and Canada; developed performance standards, metrics, and integrated training that had critical impact on the company’s bottom line. Successfully maintained Call Quality Experience to retain 85% or higher customer satisfaction.• Developed reporting on weekly, monthly, and yearly metrics to track key data utilized for decision making purposes regarding Key Performance Indicators (KPIs), customer success strategies, and drive workflow optimization. Show less

Groton, Massachusetts, United States