Melissa O'Brien

Melissa O'Brien Email and Phone Number

Executive Research Leader - customer experience + digital marketing and sales services + travel, hospitality and logistics @ HFS Research
Melissa O'Brien's Location
Lynnfield, Massachusetts, United States, United States
Melissa O'Brien's Contact Details

Melissa O'Brien personal email

Melissa O'Brien phone numbers

About Melissa O'Brien

Melissa O’Brien is Research Leader at HFS Research. Melissa leads HFS’ research initiatives for CX services including digital marketing and sales, contact center, and digital associates. In addition, her industry research focuses on key dynamics within retail, CPG, travel and hospitality, with regards to customer-centric strategies, intelligent operations and service delivery.Melissa brings over 13 years of both hands-on industry and analyst experience to her role at HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, including in depth analysis of evolving contact center business process delivery and consumer communication trends. Prior to IDC, Melissa held various roles in the contact center BPO industry, including new client implementation, program design, and training development and delivery for contact centers in Manila and Cebu, Philippines. Melissa has led plenary sessions at HFS FORA, NASSCOM, IDC Directions, and various other service provider and industry events.

Melissa O'Brien's Current Company Details
HFS Research

Hfs Research

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Executive Research Leader - customer experience + digital marketing and sales services + travel, hospitality and logistics
Melissa O'Brien Work Experience Details
  • Hfs Research
    Executive Research Leader
    Hfs Research Aug 2021 - Present
    Cambridge, Massachusetts, Us
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  • Hfs Research
    Head Of Research Operations
    Hfs Research Jan 2022 - Dec 2023
    Cambridge, Massachusetts, Us
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  • Hfs Research
    Research Vice President
    Hfs Research Jun 2018 - Aug 2021
    Cambridge, Massachusetts, Us
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  • Hfs Research
    Research Director, Contact Center And Oneoffice Customer Experiences
    Hfs Research Nov 2015 - Jun 2018
    Cambridge, Massachusetts, Us
    View
  • Idc
    Research Analyst, Customer Experience Management And Cloud Contact Center Services
    Idc Apr 2011 - Nov 2015
    Needham, Massachusetts, Us
    Develop research and analysis of evolving business process and technology services buyer needs, market innovation and trends in customer care BPO (business process outsourcing), customer experience, consumer communication patterns, digital marketing and cloud contact center services marketsCreate and deliver reports, presentations and custom consulting projects including market sizing, forecasts, competitive assessments and analysis of competitive landscapeConduct primary research, including interviewing buyers and vendors, web-based surveys, case studies and visiting delivery locations around the worldIdentify and target client prospects and custom project opportunities; deliver value to clients through quality research and trusted advisor role
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  • Psg Global Solutions
    Implementation And Client Services Manager
    Psg Global Solutions Nov 2006 - Apr 2011
    Marina Del Rey, Ca, Us
    Designed and managed niche high level (primarily voice-based) BPO engagements Collaborated with clients to assess and modify processes to achieve campaign goals; provide expertise on campaign strategyDeveloped comprehensive training program for offshore staff; conducted training in the Philippines for new hires, new account rollout and ongoing developmentManaged client feedback, coached supervisor and agent staff on performance, advised on best practices, and managed and reported individual agent and team activity and metrics
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  • Professional Staffing Group (Psg)
    Marketing And Recruiting Manager
    Professional Staffing Group (Psg) Jan 2006 - Apr 2011
    Boston, Massachusetts, Us
    Led team of both Boston and Philippines based recruitment agents in the design and execution of strategies for developing and sourcing talent to support staffing needsInitiated and implemented social media and chat communications Established, monitored, and reported on team and individual metrics to drive quality and cost effective hires; analyzed metrics and identified market trends
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  • Professional Staffing Group (Psg)
    Marketing Coordinator
    Professional Staffing Group (Psg) Jan 2005 - Jan 2006
    Boston, Massachusetts, Us
    Wrote, edited, and proofread marketing materials including job postings, copy for email blasts and website, PR articles, and other advertisementsDeveloped and coordinated marketing efforts with internal staff and vendors including online, print and outdoor ads, search engine optimization, social media and email campaigns
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  • Oak Street Mortgage
    Customer Care Representative
    Oak Street Mortgage Jun 2004 - Nov 2004
    Us
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Melissa O'Brien Skills

Recruiting Bpo Call Center Talent Acquisition Internet Recruiting Applicant Tracking Systems Contract Recruitment Management Temporary Placement Sales Call Centers Sourcing Training Consulting Leadership Analytics Crm Interviews Women Leaders Customer Relationship Management Business Process Outsourcing Interviewing Contact Centers Contact Center Management

Melissa O'Brien Education Details

  • University Of New Hampshire
    University Of New Hampshire
    English And Communication

Frequently Asked Questions about Melissa O'Brien

What company does Melissa O'Brien work for?

Melissa O'Brien works for Hfs Research

What is Melissa O'Brien's role at the current company?

Melissa O'Brien's current role is Executive Research Leader - customer experience + digital marketing and sales services + travel, hospitality and logistics.

What is Melissa O'Brien's email address?

Melissa O'Brien's email address is id****@****idc.com

What is Melissa O'Brien's direct phone number?

Melissa O'Brien's direct phone number is 178130*****

What schools did Melissa O'Brien attend?

Melissa O'Brien attended University Of New Hampshire.

What skills is Melissa O'Brien known for?

Melissa O'Brien has skills like Recruiting, Bpo, Call Center, Talent Acquisition, Internet Recruiting, Applicant Tracking Systems, Contract Recruitment, Management, Temporary Placement, Sales, Call Centers, Sourcing.

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