Melanie Washington Email and Phone Number

In my role as Tax Operations and Resource Management Senior Manager at BDO in Washington, DC, I played a pivotal role in enhancing operational efficiency and communication within the organization. I developed and formalized process guidelines, establishing rules of engagement between resource management and tax professionals to ensure clarity and effective communication. Additionally, I crafted and implemented strategic plans for tax operations, aligning them with organizational goals and objectives. One of my notable achievements was orchestrating global demand planning for hiring, ensuring alignment with market needs and successfully achieving year-over-year workforce growth targets. I collaborated extensively with the Global Tax team at BDO India, known as RISE, to redefine the leverage model. This initiative transformed the role of US resources from repetitive compliance to strategic consulting for clients in the East Tax geography. During a major company restructure, I served as a subject matter expert in resource management, playing a key role in conceptualizing and establishing the resource management function for the US and East geography, encompassing a team of 1500+. I led the design and implementation of a Center of Excellence for 1040 tax returns, overseeing a team of 50+ experienced tax professionals and managing the end-to-end process for 4,000 returns from planning to delivery. Additionally, I took charge of the recruitment, onboarding, and training of a new team of 30+ resource managers, ensuring a smooth and efficient integration into the company structure. To foster collaboration and efficiency, I conducted tours across East geography cities, introducing the Resource Management team and its function while building strong relationships with tax leadership.

In my role as the Client Specialist Manager at Svetness Corp in Leesburg, VA, spanning from 2020 to 2022, I played a pivotal role in enhancing customer service operations. I established and executed a formal customer service workflow, corporate procedures, and comprehensive training initiatives. This included providing guidance and conducting real-time testing with consultants, contributing to the development of organic Software, Apps, and Tool enhancements aimed at efficient scale management and tool consolidation within a fast-growing environment. A significant achievement during my tenure involved partnering with C-suite leadership to spearhead the expansion of the national entrepreneurial company's client base. Despite the challenges posed by the Covid-19 shutdown, I contributed to the successful growth of the client base from 150 to 1,000+, showcasing adaptability and strategic thinking in a dynamic business landscape. During a critical rebuilding phase, I took the lead in managing diverse teams, overseeing key functions such as client account management, collections, billing, accounts receivable, and customer service. This multifaceted approach ensured comprehensive support for the organization's operational needs and client interactions, contributing to the overall success and resilience of the company.

During my decade-long role as the Associate Director of Experience Management Advisory at Ernst & Young in McLean, VA, I spearheaded talent deployment and resource management across diverse functional areas, including Audit, Advisory, Managed Services, Tax, and Global Talent. My expertise lies in strategically aligning demand planning with annuity and pipeline, optimizing resource utilization across multiple locations. Initiating the recruitment process, I formed and onboarded a proficient team in India, personally conducting comprehensive training sessions and orchestrating US-based training trips to foster collaboration. This approach not only enhanced team integration but also yielded substantial cost savings. In addition to managing Risk Advisory and IT Services resource management, I led a global transformation initiative for India-based delivery services, significantly improving overall efficiency. Managing specialty acquisitions, I ensured smooth transitions, aligning technical consultants with client needs based on their strengths. I played a key role in recruiting and managing US Advisory Resource Managers, providing formal Experience Management Immersion training during onboarding. Moreover, I designed operations, operational excellence initiatives, and talent communications for US regions and markets, contributing to streamlined business processes. Throughout my tenure, I actively shared successful strategies with other practices, acting as a guide for similar initiatives. My commitment to excellence in resource management and driving positive transformation defined my impactful journey at Ernst & Young.