Melanie Ellsworth Email & Phone Number

Houston, TX, US

Austin, TX, US

As the Head of the Service Management Office at the largest state agency in Texas, I lead a comprehensive IT Service Management (ITSM) strategy to support over 50,000 internal end-users delivering vital health and human services across the state. With accountability for driving key ITSM functions including Incident, Change, Problem, Knowledge, and.

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Baltimore, Maryland, US

• Spearheaded a global support transformation strategy for #1 Weight Loss Program in U.S. to deliver best-in-class technical support in a global, 24x7 environment. Accountable for Technical Services, Enterprise Telecom.
• Orchestrated transformation of dispatch help desk into a global support organization that exceeded an internal NPS of 70 within 3 years and boosted enterprise customer satisfaction by 45%.
• Decreased customer support issues by 30% and improved ticket MTTR SLAs by 20% by implementing ITSM best practices and an upgraded service management platform.
• Reduced system outages by over 40% within the first year by quarterbacking an enterprise incident response and problem management strategy.
• Masterminded enterprise IAM policies and procedures with InfoSec and HR focused on successful SOX compliance, governance, & audit; Contributed to 3 successful annual SOX audits with zero major ITGC deficiencies in ITSM.
• Anticipated enterprise hyper-growth support needs and launched a managed service global follow-the-sun support model that delivered a <7% abandon call rate.

San Francisco, CA, US

• Promoted into new role aimed at streamlining and optimizing SaaS tech stack for #1 Premium Skincare Brand in the U.S. with focus on optimizing our ServiceNow platform.
• Improved enterprise productivity by 30% through consultative approach with internal business partners to tailor custom internal SaaS solutions including ServiceNow and Box.
• Avoided over $1.2MM in OpEx expense within 18 months through a consolidation and prioritization strategy with internal SaaS platforms to maximize application value and ROI. Negotiated annual SaaS renewals and vendor.
• Reduced on-premise storage costs by 40% through a migration initiative for 13+TB of data to a cloud storage platform.

San Francisco, CA, US

• Established and scaled the company’s first global service desk in a hyper-growth environment.
• Pioneered a 3-year growth strategy that included two service management platforms, ITSM best practices, and support SLAs for the enterprise.
• Co-founded and led ITSM Advisory Board, ensuring compliance with all PCI governance requirements, meeting internal ITIL, IT Service Management, and IAM processes and procedures, resulted in a 20% reduction in.
• Initiated consolidated hardware procurement process in partnership with FP&A to reduce cost, improve shipping speed, and establish enterprise standards for computing. Reduced annual hardware expense by over 20% while.
• Coordinated and managed all technical aspects of RF's three annual conventions, hosting an average of 15K attendees for a 4-day offsite event; aligned vendors and oversaw convention staff to ensure seamless delivery of.

Santa Monica, California, US

• Hired during pre-IPO phase to build and oversee start-up company's first inbound/outbound contact center.
• Launched new contact center 1 month earlier than original 4 month target.
• Developed a best-in-class standard of delivering white glove and VIP support to American Express Platinum, USAA, Consumer Reports, and AARP consumers, participating in the car-buying program.
• Formulated all policies and procedures, including employee handbooks, recruiting tools, and operational processes. Recruited, hired, and trained initial staff on company vision, partner policies, and call center SOPs.
• Implemented several contact center technology platforms including call monitoring/call recording and workforce management platforms, integrated with Salesforce.com, and a unified communications manager for VoIP telecom.

Bloomington, IL, US

• Rebuilt underperforming help desk to a best-in-class team supporting 5K customers globally across 12 sites in tier 1/2 & desktop support and IAM services under an RBAC methodology.
• Implemented Cherwell CSM SaaS service management platform and knowledge centered support (KCS) processes in parallel, aimed at improving ticket FCR (first contact resolution) and overall customer service.
• Initiated and chaired the first CAB (Change Advisory Board) aimed at consistent change management, reducing system outages by over 25% in the first 6 months.
• Played a key role in enterprise implementation of RBAC (roll-based access control) IAM policies and procedures within a 12-month period, involving over 8K user access reviews and 500 unique job descriptions.

Peoria, Illinois, US

Ownership and accountability for a multi-million dollar managed service contract with a major Fortune 100 client for IMAC and Asset Management services. Service contract included full life-cycle management and repair services for over 15,000 Dell computer assets at over 7 local facilities within the greater metropolitan area. Responsible for achieving.

Business Administration, Accelerated Adult Bachelor Program

Business