Machelle Bailey Email & Phone Number

Greater Nashville Area, TN

Burton Hills Drive

Maximized efficiency and drove growth opportunities by integrating operations and helpdesk staff functions. Established and applied process improvements to streamline tracking of reported problems, self-help functionality, automation of alerts, and communications from IT Department. Restructured team of 16 employees to ensure effective 24 / 7 coverage.

Greater Nashville Area, TN

• Define strategic services and upgrades to deliver to government agencies. Lead software development designated to capture types of services needed daily while coordinating end-of-life conversion of existing incident.
• Enhance reporting accuracy by using templates containing consistent information.
• Utilize self-help knowledge for customers as well as self-service options that assist customers in seeking assistance in on-demand environment.
• Revitalize project with expected outcomes including 30% reduction in resolution times, 80% improvement in accuracy for assignment / routing of problems, and 10% increase in customer satisfaction.
• Position company for potential financial savings in salaries and utilities which include lowering amount of personnel necessary to answer phone and amount of time required for personnel onsite.

Greater Nashville Area, TN

• Led team of 19 employees while integrating operations and helpdesk. Managed daily operations to ensure effective coverage for 24/7 operation servicing more than 8,000 people. Created dashboard detailing daily.
• Spearheaded telephone upgrade that decreased hold times by 40% and talk times by 50%.
• Led conversion to Cisco system that is now standard operating procedure for all agencies servicing citizens of Davidson County.
• Created standardized reports that ensures proper staffing for departments.
• Strengthened employee relations and reduced turnovers through positive leadership.
• Achieved positive attrition rate of 5%.

Performed analysis and forecasting for new business intelligence related to staffing increase throughout 16 lines of service. Managed information related to employee utilization within resource management tool. Coordinated weekly meetings to strategize growth and diverse leveraging opportunities.

• Strengthened staffing, service delivery, and employee retention by managing succession planning, upcoming events, resource allocation, and department changes with hiring managers. Enhanced staff development for 3,000.
• Maximized career growth opportunities by establishing in-depth learning strategies for 1,000 employees.
• Achieved new business requirements by creating effective workforce training programs.
• Accomplished 90% completion rate for resume and skills selection process for 1,400+ employees.

• Developed recruiting strategies and administered employee investigations and recognition initiatives. Handled customer escalations while overseeing daily operational activities. Initiated talent management for more.
• Enhanced employee engagement and attrition rates by creating performance and incentive guidelines.
• Accomplished 98% success rate on call center statistics specifically for speed to answer, talk time, abandonment rate, and customer satisfaction.
• Achieved 2.51% attrition rate.
• Effectively managed $4 million budget and complied with operating costs and business forecast models.
• Streamlined processes and centralized services by fostering strong relationships between technical application leads and service delivery analysts.

• Supported business development activities. Coordinated service desk operations with internal operational groups, external resolution teams, and end customers. Facilitated evaluations for external clients to create.
• Decreased transition timeline for new business from 90 to 45 days.
• Lowered service disruptions by spearheading change control initiatives.
• Created process to establish command centers for application upgrade and installation.
• Enhanced employee development by developing mentor program with supervisors.

• Established new service desk for outsourcing call center services to healthcare organizations. Created delivery requirements for 24/7 call center with center manager. Designed training documentation to support.
• Improved escalation process by creating procedures for unscheduled downtime, client outages, upset customers, and unexpected absences.
• Streamlined coverage for call volume, vacation requests, new hire orientation, and client expectations.
• Enhanced growing environment by hiring staff to assist end users of hospital applications.