Melissa Richardson Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Colorado, United States

Fostered a customer-centric culture enabling Colorado Springs Utilities to provide a superior customer experience resulting in being awarded “Most Trusted Brand” by Cogent, recognized nationally by J.D. Power, and recognized locally by the Better Business Bureau. Strategically lead and manage all aspects of customer services operations: Business Account Management, Customer Application Management, Customer Experience, Customer Service Center, Revenue and Billing, and a budget of ~$15M.

Colorado Springs, Co

Responsible for casting vision, leading, and managing the section consisting of the following units: Customer Lobby, Credit and Collections, and Payment Operations. Assumed additional responsibilities of Revenue Protection (Field Collections) and Customer Billing. Also, led the Customer Service Center section responsible for customer service of the phone, chat, and email channels.

Colorado Springs, Co

Provided leadership, vision, and management to the unit as part of the University of Springs Utilities. Supported all learning within the School of Organizational and Professional Development and the School of Customer Relationships including all onboarding, leadership, computer systems, supervisory/managerial competencies, business skills, and customer service training for the organization. Provided organizational development opportunities including coaching, teambuilding, needs assessment, conflict management, and culture/change management. Developed a performance-driven culture resulting in an award-winning, comprehensive leadership development program.

Colorado Springs Utilities

Recruited to provide leadership and project management to the Workforce Planning Section of the Human Resources Department. Served as advisor to the Workforce Planning Supervisor on vision, strategy, and employee development.

Created and developed a viable Human Resources Department for the university. Served as principal advisor to the Chief Financial Officer on strategy, compliance, and development of HR program. Conducted needs assessment and implemented the following strategic objectives.

Provided strategic leadership, optimized business opportunities and ensured total client satisfaction for 350-seat call center.