Melanie Jore Email & Phone Number

Promote membership and benefit program participation for NTCA, an association of small, rural, community-based communications providers dedicated to improving the quality of life in rural communities.

• Responsible for the overall operations of customer service, marketing, public relations, and sales for a telecommunications company serving 25,000 customers in Minnesota, Iowa, and Michigan.• Managed the changeover from first-generation digital television service to Internet protocol television service. This transition required a massive multi-media communication effort to schedule several hours of in-home service for more than 2,500 customers. • Revised, approved, and implemented written policies that guaranteed privacy for telecom customers covering billing, types and amounts of services, and call detail records.• Established policies and procedures to meet new FTC “Red Flags” rules. • Collaborated with a consultant to establish consistent and comprehensive branding of all aspects of Ace Communications Group, including corporate colors, email format, signage, stationery, brochures, font, and vehicle detailing. • Prepared and adhered to operational and capital budgets exceeding $2 million. Managed, at peak, a staff of 16 people including marketing, customer service, public relations, and pricing and sales.

• Responsible for the efforts of eight customer service representatives, an inside sales representative, and two business services sales consultants serving 15,000 telephone, Internet, and video customers.• Transitioned eight customer service representatives (CSR) from order takers to trained sales consultants, resulting in an average annual account growth over 12%.• Revised CSR performance metrics and telemarketing list management processes to increase individual accountability and reward opportunities.• Implemented an automated call distribution system to attain an equitable workload distribution.

• Responsible for all areas of HR covering over 100 employees in three states. Maintained knowledge of and ensured compliance with regulations that varied from state to state.• Implemented substantial organizational development measures, such as restructuring, extensive supervisory training, and employee focus groups, resulting in improved employee morale of union and non-union employees. • Developed complex database of individualized employee benefit data and merged into an easy-to-read personal benefit statement, promoting the true value of the benefit package to each employee.• Managed a highly-sensitive executive termination and subsequent wrongful termination lawsuit. Lawsuit was dismissed on summary judgment through the U. S. District Court and upheld by the U.S. Court of Appeals.

• Established a human resources department that evolved into a strategic management partner.• Provided human resources support and consultation to more than 30 area managers.• Performed a job requirement and compensation review that resulted in redefining positions held by 40% of employees. Developed a new compensation plan and validated post-secondary education as a key performance indicator in certain positions.• Led an interdepartmental team to develop and implement a Bloodborne Pathogens Exposure Control Plan, addressing work practice controls, vaccinations, personal protective equipment, training, and reporting. Plan met requirements of new OSHA standard and reduced exposure to sharps injuries for the medical staff.• Created and executed an affirmative action plan.