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.
• 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.
• 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.
• 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.
• Created and executed an affirmative action plan.