Melissa Freeman Email & Phone Number

➡️ In my role at Alorica in Irvine, CA, I held the pivotal responsibility of overseeing the operational performance of BPO Vendor Partner contact centers. This encompassed meticulously monitoring compliance with contractual obligations to guarantee the delivery of exceptional services. To uphold operational efficiency, I consistently identified potential risks and swiftly developed proactive strategies to mitigate them. Whether addressing operational challenges or optimizing service delivery, I remained dedicated to ensuring the overall effectiveness of our offerings.Integral to my position was serving as the primary liaison between our operational teams and our valued clients. By fostering transparent and collaborative communication channels, I facilitated a seamless exchange of information and feedback. This approach not only strengthened our partnerships but also ensured ongoing alignment with our clients' performance objectives. Whether navigating complex contractual terms or addressing client concerns, I leveraged my interpersonal skills to foster trust and maintain positive relationships.Beyond day-to-day operations, I played a pivotal role in strategic initiatives aimed at business growth and expansion. Serving as a consultant for Requests for Information (RFIs) and Requests for Proposals (RFPs), I leveraged my industry expertise to articulate our value proposition and secure new partnerships. Moreover, I proactively identified opportunities for enhancing our existing business relationships, driving sustainable growth, and fostering long-term success.➡️ My time at Alorica was characterized by a relentless commitment to excellence and a proactive approach to problem-solving. Whether ensuring compliance with contractual obligations, fostering effective communication with clients, or driving business growth through strategic initiatives, I consistently delivered impactful results that elevated our operational performance and strengthened our partnerships.

Kansas City, Missouri, United States

➡️ During my term at H&R Block, I undertook the responsibility of managing technical support operations for both domestic and offshore BPO Vendor Partner contact centers. Recognizing the critical importance of associate engagement, I led the organization in implementing strategies that resulted in notable improvements in Associate Engagement Scores, particularly among managers and tenured leads. Through proactive leadership and targeted initiatives, I cultivated a culture of empowerment and collaboration, fostering a more positive and productive work environment.One of the key challenges I addressed was optimizing Service Levels while operating with limited resources. Leveraging my strategic mindset and operational expertise, I developed innovative processes that enabled us to achieve significant improvements in Service Levels with just 40% of the required staff for both internal and BPO Vendor Partner operations. This achievement not only underscored my ability to deliver results under challenging circumstances but also demonstrated my commitment to efficiency and resource optimization.Effective communication and collaboration were essential to our success. To ensure alignment with service levels and performance goals, I established and maintained regular meetings with various teams, including training, talent acquisitions, and workforce. These collaborative efforts enabled us to identify and address potential issues proactively, fostering a culture of continuous improvement and driving performance excellence across the organization.➡️ Throughout my time at H&R Block, I maintained an unwavering commitment to enhancing operational efficiency, fostering associate engagement, and delivering tangible results. Through strategic leadership, innovative problem-solving, and effective collaboration, I not only met the demands of the role but also contributed to the overall success and growth of the organization.

Thompsons Station, Tennessee, United States

➡️ As an Executive Coach for the Sprint Client, responsible for performance improvement for both the Cebu, Philippines and Manila, Philippines sites; provide weekly feedback on best practices to the Director, Operations Managers and Supervisors, as a result, the sites received improvement in their customer surveys, handle time, attrition and absenteeism; Created best practices for new learning lab supervisors, as a result, their graduation rate improved by 20%.

Overland Park, Ks

➡️ Manage the day-to-day processes of a 400 seat call center; led the site through change management to improve morale; responsible for recognition for all levels within the site; responsible for weekly meetings with our training partners to have ongoing continuous improvement with our new hires; work closely with our Human Resources Business Partners to ensure continuous improvement with our hiring process and performance standards.

Overland Park, Ks

➡️Managed internal domestic and offshore processes; managed the design, development and delivery of training for employees at all levels; created process improvements for customer satisfaction, staffing and workforce management; led change management teams responsible for recognition, incentives and events to improve morale; responsible for mentoring programs that created career paths for employees at all levels.

Master Of Arts - Ma, Human Resources Management And Services

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services

Bachelor Of Arts - Ba