Melanie Ho Email & Phone Number

Greater Seattle Area And Brighton, Michigan

-Lead, motivate, and support my team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution-Directs all aspects of performance management for in-house floor operations including staff development, reviews, hiring, succession planning, and salary recommendations of both direct and indirect reports-Responsible for attainment of all performance measures such as quality, service level, and customer satisfaction-Directs operation programs including quality assurance, issue resolution, process improvement-Develops and executes strategic and operational improvements-Partner with cross-functional support teams in improving the proprietary tools and systems

Greater Seattle Area

-Managed the day-to-day functions of the Call Center Team (8 employees) and the Gas Leak Survey CGI field team (20 employees)-Maintained superior productivity standards and service quality; monitors and analyzes processing and call volumes; identifies process improvement needs. Participated in issue investigation, resolution and communication-Managed and coordinated several Gas Leak Survey projects concurrently for Puget Sound Energy-Completed and lead Hydromax USA's CGI field team to survey 40,000+ hard to access locations around Washington State-Completed and maintained all hard to access/can't get in locations for Natural Gas Surveys within 90 days of creation-Managed, scheduled, trained, and developed front-line employees performing work in the areas of gas operations-Ensured the completion of all Washington Utilities and Transportation Commission (WUTC) regulated/mandated work

Greater Seattle Area

-Managed KPIs and provides production reports to the Operation Manager-Performed audits and/or verification activities as requested by managers-Prepared reports by collecting, documenting and summarizing information-Resolved workplace problems by addressing issues that impact employee performance and productivity-Collaborated with production team on continuous improvement initiatives

Greater Seattle Area

-Memorized scripts for products and services for all calls-Built positive relationships by going above and beyond with customer service, ensuring all questions, cancellations and confirmations are addressed appropriately-Met daily personal/team qualitative and quantitative targets, and achieve all service, productivity and quality objectives-Created and maintained case management records of daily problems and remedial actions taken in a call center database-Leveraged data and insights gathered in the call center to recommend and influence process-improvement opportunities

Honolulu, Hi

-Accurately pay and distribute all payments for my department.-Order and distribute office supplies while adhering to a fixed office budget.-Reviewed human resource paperwork for accuracy and completeness by verifying, collecting and -correcting additional data.-Organized all new hire, security and temporary paperwork.

Travel Industry Management

Activities and Societies: American Marketing Association, Beta Beta Gamma Sorority

Associate Of Arts (A.A.)