Melissa Killian Email & Phone Number

Detroit, Mi

Led a team of 5 Product Managers focused on delivering best-in-class contact center CRM and Call Center tools for customers and advisors. Defined and maintain the global solution strategy and roadmap, establish product objectives and key results (OKRs), and build plans to deliver positive outcomes.• Collaborate with GM contract center operations team globally to define the elite global experience and translate global experience into requirements.• Join forces with internal technology partners to develop, validate, and launch technical solutions.• Interact with operational teams to drive training and adoption, understand feedback, and manage continuous improvement opportunities.• Define product functional requirements, key service level agreements (SLAs), and performance monitoring.• Apply SAFe agile practices to structure roles and responsibilities, the how to plan, and manage the work to create and retain value.

Charlotte, Nc

Managed and steered daily accountability for safety, people involvement, customer experience, quality/responsiveness, and efficiencies for GM OnStar and connected services. Directed 24x7 call center operations, facility oversight, and 600+ seats.· Cultivated a safe, transparent, and culture-driven environment that promotes accountability and great partnership with supplier partners to create a winning team in Charlotte.· Championed change to achieve business results that included a continual increase in sales metrics, quality, delivery of emergency services, and launch of new products and applications.· Shared the voice of the customer with business partners and advisors for continued success and improvements to business processes and call protocols.· Motivated teams to achieve results by setting clear goals and objectives, measuring performance, and providing guidance and direction.

Detroit, Michigan, United States

Supervised daily staffing, call center metrics, invoices, and budget planning for contract operations.• Guided team of 15 direct reports/analysts supporting 4 sites with 2,500+ agents and staff through the migration of a new call center global advisor application (GAA) and billing system.• Effectively managed incidents to minimize the negative impact on subscriber’s experience and quickly resolve issues• Ran operational bridge lines to communicate issues, provide direction, and request action plans to address issues impacting customers due to IT issues, staffing, and any service disruptions.• Interfaced with IT for maintenance activity impacting production and call center advisors.• Drove Command Center continuous improvement processes and procedures including leadership and growth of the leads/analysts.

Detroit, Michigan, United States

Selected to serve as GAA use case lead providing feedback and sign-off on use cases for China and North America deployments. Focused on prioritizing decisions that improve business benefits, advisor usability, and customer delivery.• Defined business requirements and priorities to meet the target date for deployments and key metrics.• Applied knowledge of call center processes to enable the team to create an application that enhanced advisor usability and efficiencies such as the number of clicks, consolidating process, and application processing time.• Led the design, implementation, and refinement of the stand-alone ACRM application which resulted in a 30-second average handle timesaving for welcome call.• Delivered expertise in navigating Information Technology (IT) processes including Agile and Scrum methodologies, services, and block point processes and timelines.

Detroit, Mi And Charlotte, Nc

Drove daily sales to meet monthly targets and improve conversion performance from 22% to 38%.• Revised commission structure which resulted in an annual cost saving of $740K and no degradation of conversion or attrition.• Recognized as a subject matter expert (SME) in the Philippines for the launch of the inbound sales team which included acting as a member of the user acceptance testing (UAT) to identify and troubleshoot high defects prior to launch.

Bachelor Of Science - Bs, Business, Minor: Travel And Tourism

Dutch Studies