Melissa Lorenc Email & Phone Number

West Jordan, Ut, Us

Lindon, Utah, United States

*Responsible for management and administration of all leave of absence requests for the entire corporation. *Coordination and communication with third-party leaves administration vendor. *Communicates with all employees, in all levels, regarding individual leave requests, inquiries, reporting, compliance, recommendations, next steps, etc. *Works with legal team to prepare documented of request history for all inquiries.

Greater Salt Lake City Area

*Responsible for management all task related to IT product/projects - spec review, daily touchpoints, reporting of progress, risks, time lines, removal of barriers, engaging stakeholders, IT/user acceptance, deployment to QA and production environments, and post mortems. *Managed incidents and bug reports for all projects/deployments

Salt Lake City, Utah

● S​upport and engage in initiatives/projects supporting Human Resources within CaptionCall and Sorenson Communications. Tracked timelines and deliverables for multiple projects at a time. Coordinated with other supporting team members to ensure roadblocks were removed in a timely manner.● Document processes/procedures, drive conversations to support continual service improvement for short or long-term solutions. Assisted team with process improvements to bridge the gaps in workflows.

Based In Salt Lake City

● Support and engage in initiatives/projects supporting global technology and the contact center senior leadership team. Document processes/procedures, drive conversations to support continual service improvement for short or long-term solutions.● Represents contact center’s technology team and business stakeholder’s interests/needs relating to process, workflows, and requirements for IT Service Management Ticketing and Workflow tool – ServiceNow. Organization’s representative during the two-year re-platforming initiative. Continues to work closely with development team for continued tool improvements/enhancements, with ITSM process owners for continued service improvement and support for technology and business teams for all inquiries relating to ServiceNow.● Problem Management Analyst that collaborates with multiple technology and business teams for high and critical severity technology issues. Coordinates discussions and action items supporting resolution, root causes analysis, vendor management, and continual service improvement to improve overall service and technology delivery.● Coordinated of all aspects of the department’s projects including but not limited to; timelines, budgets, coordination with other support staff on project team. Also, provided input and suggestions to help bridge gaps and improve processes.● Successfully multi-tasked and managed projects. Examples: Moving 8K toll free numbers to new vendor environment in one evening. Building global PBX infrastructure and migrating multiple locations to the new environment. Upgrading contact center’s global call recording application to new version. Managing all aspects of global software deployments via LANdesk and coordination with multiple local technology teams.

Based In Salt Lake City

● Developed plans to streamline processes. Coordinating and facilitating projects between centers, departments, managers, and/or employees. Monitors process for compliance and provides additional training, if needed. ● Support every aspect of Human Resources and administrative/clerical duties but a subject matter expert in hiring, separations, unemployment claims, interview calendars, leaves/FMLA, and work station accommodations. Supported Salt Lake City, UT, Charleston, SC, and Mexico City, Mexico● Multi-tasks and exhibits excellent time management skills to meet job requirements and deadlines.IHG Engagement Survey Champion/Human Resources 01/2013 – 01/2015○ Represented the contact center organization as their engagement champion to ensure the administration and deployment of the bi-annual survey for 3,500+ employees in 10+ contact centers globally. Worked closely with the senior leadership team and operations managers to support managers and users throughout each survey cycle.

Based In Salt Lake City

InterContinental Reservations Specialist * January 2005 - March 2006 – Specializing in 5-star hotel reservationsGuest Relations Case Manager * April 2004 - January 2005 – Customer service relating to guest’s hotels experiencesPriority Club Clerk * April 2003 - April 2004 - Administrative support for the loyalty program department. Priority Club Account Manager * September 2000 - April 2003 – Customer service relating to guest’s loyalty program