Melissa Macchia Email and Phone Number
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I am a leader of transformational projects, change management, education, and customer journey innovation skilled in designing, building, and implementing process improvements that reduce costs while pinpointing and fulfilling client needs, comfortable leading in ambiguous environments, and thriving in “white” spaces with little supervision, I excel in…-- Teaming with brand leaders and division leaders to identify, document, and execute operational improvements-- Demonstrating clear understanding of performance drivers and decision making to maximize results-- Taking an outside-in view of the process landscape, putting customer journeys and experience first-- Influencing others through strong presence and delivering clearly articulated presentation-- Making sustainable impact on customer experience and profitabilityUsing strengths in visionary business systems improvement, data analysis, research, and cross-functional team management I’ve attained achievement for employers including…-- Developing client-facing documentation, workshops, and 20 instructional videos, eliminating $280,000 expense-- Contributing to IVR system implementation, reducing 45-minute customer wait to less than 5 minutes -- Creating first-ever documentation and standardization of more than 20 organization-wide processes-- Shepherding 100+ product enhancements and implementations, liaising with over 140 clients -- Reducing costs and improving processes to save more than $3 million year-over-yearLet my big-picture thinking and detail mindfulness help your firm with its next breakthrough. Contact me today to discuss moving your progress from good to amazing at mmacchia@mac.com or here on LinkedIn.
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Business Strategist And Solutions CuratorKaleidoscope SolutionsTampa, Fl, Us
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Director Of Global Customer Experience Training & Quality ManagementAshley Furniture Industries Dec 2022 - PresentArcadia, Wi, UsLeading a global team, creating and executing comprehensive CX training and quality management programs. Collaborating closely with senior leadership to integrate CX strategies with organizational goals. Championing the global rollout of CX initiatives, ensuring consistency and adherence to best practices across all regions. Pioneering the introduction of AI-driven training platforms and development, enhancing the customer service training experience. Implementing performance metrics and feedback systems to continuously improve CX training programs. Facilitating workshops and training sessions to upskill team members on the latest CX methodologies. Advocating for customer-centric approaches, influencing company culture and strategic direction. -
Director Of Special Projects & Strategic InitiativesAshley Furniture Industries Sep 2020 - Dec 2022Arcadia, Wi, UsChampioned the development of the Virtual Market & Interior Design tool with a team of 41+, pioneering a 3D virtual showroom with a comprehensive 42-page business requirements document and proof of concept. This innovation significantly enhanced project visualization and stakeholder engagement. Specialized in high-level project management, strategic planning, and fostering inclusive cross-functional collaboration.
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Senior Manager Of Retail & Digital InnovationAshley Furniture Industries Apr 2017 - Sep 2020Arcadia, Wi, UsLaunched an innovation lab to showcase cutting-edge retail technologies, collaborating with vendors to develop proofs of concept for small footprint retail stores equipped with high-impact technology for Ashley's licensed partners. Drove change management, optimized the Furniture Protection Plan, and executed strategic initiatives to enhance efficiency and drive impactful change, ensuring seamless cross-functional collaboration and stakeholder buy-in, resulting in over $3 million in annual savings.
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Technical Writer For Corporate Strategy & CommunicationsAshley Furniture Industries Jun 2016 - Apr 2017Arcadia, Wi, UsSelected to support the CEO in executing strategic business initiatives, particularly in eCommerce. I pioneered the comprehensive documentation of over 20 key organizational processes, enhancing standardization and efficiency across the company. My mission was to drive impactful process improvements by meticulously inventorying and recording existing procedures. This approach streamlined operations and significantly reduced the sales cycle time by identifying and addressing inefficiencies.Ashley Furniture Industries, Inc. is a leading American home furniture manufacturer and retailer, founded in 1945. The company operates manufacturing facilities in the U.S. and abroad, supporting a retail network of over 1,000 company-owned and licensed Ashley retail stores. Its extensive distribution network, featuring strategically located centers and a dedicated transportation fleet, ensures efficient product delivery. Ashley also employs a licensing model, allowing independent retailers to sell its products under the Ashley brand. This integrated supply chain, along with strong brand recognition and a scalable business model, has established Ashley Furniture as a dominant player in the global furniture market.
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Erp Software Business ConsultantBst Global Dec 2013 - Jun 2016Tampa, Fl, UsFocused on assessments, design, implementation, and customization, I conducted detailed business reviews, created efficient workflows, and ensured smooth system setups. I developed clear documentation and training materials, translating client specifications into effective solutions. I addressed data conversion issues and generated customized reports. By bridging the gap between technical and non-technical teams, I aimed to improve service operations and ensure client satisfaction and loyalty. -
Erp Software Support EngineerBst Global Nov 2009 - Dec 2013Tampa, Fl, UsProvided advanced global support for BST’s proprietary software, resolving complex issues and collaborating with product managers, development, and QA teams to implement optimal solutions. I maintained product expertise through continuous learning and rigorous testing, while researching innovative approaches for unique problems. I executed data fixes and migrations using SQL Server tools, wrote stored procedures, and documented software bugs. Proactively improving processes, I balanced team projects with self-directed initiatives to maximize productivity and develop essential training documentation, fostering positive client relationships in a fast-paced environment.BST Global creates innovative business management software solutions for the world’s leading architects, engineers, and environmental consultants. ERP (Enterprise Resource Planning) is a business process management software that allows an organization to use a system of integrated applications to manage the business and automate many back office functions related to technology, services and human resources.http://www.bstglobal.com
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Executive Management Development CandidateTitan America Jul 2008 - Oct 2009Norfolk, Virginia, UsEngaged in an international concrete producer immersion program, enhancing skills in customer service, quality control, operations, and sales. Orchestrated the development of a strategic price increase plan, driving revenue growth. Collaborated with colleagues to develop and implement a new safety program utilized across three global locations. Created compliance incentives and designed step-by-step post-accident plans to ensure adherence to safety protocols.Titan America is a major producer of construction materials in the U.S., including cement, ready-mixed concrete, concrete blocks, and aggregates. It operates cement plants, concrete plants, quarries, and terminals across several states. Through vertical integration with its Tarmac brand, Titan America controls the entire supply chain—from raw material extraction to the production and distribution of finished concrete products. This integration ensures quality control, cost efficiency, supply chain reliability, and fosters innovation.http://www.titanamerica.com -
Marketing DirectorAce Lakeland Sep 2003 - Jul 2008Developed compelling sales and marketing brochures and maintained engaging in-store displays. Designed and implemented a comprehensive database for tracking new and existing clients, including contact information for clients and vendors, upcoming events, and other relevant data. Hosted sponsored parties and events, ensuring seamless execution and sponsor satisfaction.
Melissa Macchia Skills
Melissa Macchia Education Details
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University Of South FloridaProfessional And Technical Writing
Frequently Asked Questions about Melissa Macchia
What company does Melissa Macchia work for?
Melissa Macchia works for Kaleidoscope Solutions
What is Melissa Macchia's role at the current company?
Melissa Macchia's current role is Business Strategist and Solutions Curator.
What is Melissa Macchia's email address?
Melissa Macchia's email address is mm****@****mac.com
What is Melissa Macchia's direct phone number?
Melissa Macchia's direct phone number is (608) 323*****
What schools did Melissa Macchia attend?
Melissa Macchia attended University Of South Florida.
What are some of Melissa Macchia's interests?
Melissa Macchia has interest in Social Services, Economic Empowerment, Civil Rights And Social Action, Education, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Human Rights.
What skills is Melissa Macchia known for?
Melissa Macchia has skills like Leadership, Strategic Planning, Management, Team Leadership, Crm, Training, Business Analysis, Microsoft Office, Enterprise Software, Technical Writing, Project Management, Strategy.
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