Melissa Pollock Email & Phone Number

Greater Denver Area

- Lead an internal L&D team of instructional designers and on-boarding facilitators/trainers - Supported learning needs for a 600+ phone & field Sales Operations organization - Developed classroom, e-Learning and webinar content and post-training surveys- Initiated redesign of both New Hire classroom on-boarding and first 3 months Roadmap- Standardized training tools and training development and delivery processes - Designed Evaluation Forms for assessing training and… Show more - Lead an internal L&D team of instructional designers and on-boarding facilitators/trainers - Supported learning needs for a 600+ phone & field Sales Operations organization - Developed classroom, e-Learning and webinar content and post-training surveys- Initiated redesign of both New Hire classroom on-boarding and first 3 months Roadmap- Standardized training tools and training development and delivery processes - Designed Evaluation Forms for assessing training and trainer effectiveness- Consulted on a special project to redesign Sales Enablement processes and content Show less

Greater Denver Area

- Created HR role-based Performance Competencies and enterprise-wide roll-out plan- Designed and implemented behavior-based Performance Coaching methodology and practices - Mentored leadership development and coaching with contact center managers and directors- Defined and aligned cultural integration of a customer vision and servicing strategy - Analyzed contact center operations and recommended process improvements- Initiated, structured and managed an ongoing outlier… Show more - Created HR role-based Performance Competencies and enterprise-wide roll-out plan- Designed and implemented behavior-based Performance Coaching methodology and practices - Mentored leadership development and coaching with contact center managers and directors- Defined and aligned cultural integration of a customer vision and servicing strategy - Analyzed contact center operations and recommended process improvements- Initiated, structured and managed an ongoing outlier management program- Wrote corporate communications, job descriptions, marketing content, newsletters Show less

Greater Denver Area

As Mission Director: (10/2013-3/2015)- 24x7 Operations Leadership and performance management for satellite planning and flight crews- Re-designed ineffective feedback processes into standardized performance coaching practices- Designed and delivered a holistic and internally certified Leadership Development Series- Conducted individual coaching and mentoring with managers- Developed corporate goals, job descriptions, career path, and department communications- Lead daily… Show more As Mission Director: (10/2013-3/2015)- 24x7 Operations Leadership and performance management for satellite planning and flight crews- Re-designed ineffective feedback processes into standardized performance coaching practices- Designed and delivered a holistic and internally certified Leadership Development Series- Conducted individual coaching and mentoring with managers- Developed corporate goals, job descriptions, career path, and department communications- Lead daily operations briefings with executive leaders and engineers- Facilitated design of structure and communications for daily reporting to largest clientAs BI/OD Consultant: (10/2012 - 10/2013)- Facilitated a cross-functional team in an enterprise change effort to define quality- Built a Knowledge Management plan identifying risks across spacecraft & ground systems- Identified need and designed a new hire Onboarding program - Collaborated with Internal Audit to create and implement tools and processes for ISO and DMS- Developed, delivered 30+ iterations of Outlook 2010 training for company-wide migration- Managed an Operations Readiness project coordinating across cross-company leaders Show less

Miami/Fort Lauderdale Area

As Six Sigma Performance Manager: (5/2011- 10/2012)- Provided operational analysis, management consulting, and process improvement solutions on a per project basis. Worked with and through local leaders to gain quick momentum in short periods. - Performed 100’s of coach-the-coach observations, coaching and certifications with managers.- Analyzed new-hire time-to-proficiency and designed a scalable solution for reduction based on improving process efficiencies, trainer delivery, OJT… Show more As Six Sigma Performance Manager: (5/2011- 10/2012)- Provided operational analysis, management consulting, and process improvement solutions on a per project basis. Worked with and through local leaders to gain quick momentum in short periods. - Performed 100’s of coach-the-coach observations, coaching and certifications with managers.- Analyzed new-hire time-to-proficiency and designed a scalable solution for reduction based on improving process efficiencies, trainer delivery, OJT practices, and addition of Certification.- Redesigned a top software company’s Email Channel communications; Reduced Bottom Box CSAT from 26% to 18% and increased Top Box CSAT from 22% to 30%, all within 90 days.- Addressed training attrition on a wireless program through focus groups, trainer observations and subsequent trainer coaching, driving training attrition down to 21% from 37% inside of 60 days.As Call Center Operations Consultant (01/2011 - 04/2011)- 3 month project heading contact center operations for a 700+ seat call center program in Makati. Designed and implemented a multi-faceted, accelerated performance improvement plan, including roll-out of a self-designed coaching model and corresponding processes for accountability and measurement. Collaborating with local directors across operations, training, quality, client services, analytics, and workforce groups, we successfully organized, mobilized and engaged, ultimately raising customer satisfaction scores - and all program metrics - month over month.- Supported the local site leader in reorganizing and realigning the workforce; made recommendations and conducted dozens of re-alignment and termination meetings. Show less

Miami/Fort Lauderdale Area

Director TQA:- Recruited, managed and developed a dispersed team of Training Managers and QA Managers. - Supported performance management of 100 direct & indirect staff managing 30 client programs.- Provided operational analysis and performance support for sites.- Facilitated company-wide Taleo Talent Management system training via Adobe Connect Pro.- Designed and delivered soft-skill, customer-handling training (iConnect)Director Home-based Servicing Solutions:-… Show more Director TQA:- Recruited, managed and developed a dispersed team of Training Managers and QA Managers. - Supported performance management of 100 direct & indirect staff managing 30 client programs.- Provided operational analysis and performance support for sites.- Facilitated company-wide Taleo Talent Management system training via Adobe Connect Pro.- Designed and delivered soft-skill, customer-handling training (iConnect)Director Home-based Servicing Solutions:- Developed and implemented a Work-At-Home-Agent model- Provided project leadership and management for a 30 person VP-level intra-departmental team- Delivered a successful pilot with an existing client Show less

Miami/Fort Lauderdale Area

- Co-authored process for Behavioral Best Practice analysis and documentation - Provided call center operational analyses, solutions architecture and management consulting- Managed internal sales team and appointment setters; responded to RFP's and RFI's; wrote ROI's- Designed and executed email, internet, and trade event/conference marketing, ad copy and SEO - Developed and delivered training curriculum (classroom, e-Learning and webinar)- Built a Webinar Services line of… Show more - Co-authored process for Behavioral Best Practice analysis and documentation - Provided call center operational analyses, solutions architecture and management consulting- Managed internal sales team and appointment setters; responded to RFP's and RFI's; wrote ROI's- Designed and executed email, internet, and trade event/conference marketing, ad copy and SEO - Developed and delivered training curriculum (classroom, e-Learning and webinar)- Built a Webinar Services line of business; provided contracts, relationship management, and event hosting services for Subject Matter Experts and vendor-partners Show less

Des Moines, Iowa Area

- Hired, trained and managed a tele-sales staff of 30 direct reports. - Built goals, compensation and bonus structures. - Designed and deployed all email and internet marketing campaigns and print catalogs. - Built and managed Channel Sales agreements and partners. - Wrote Contracts and Sales Agreements, responded to RFP's and RFI's.

Norfolk, Virginia Area

- Hired, trained and managed a tele-sales staff and a remote office. - Developed and delivered new hire, e-learning, and Onyx systems training.- Participated in email and print catalog design and proofing. - Built and managed Channel Sales agreements and partners; implemented processes, managed product portfolio, negotiated commissions and new suppliers, processed daily orders, wrote Contracts and Sales Agreements, and responded to RFP's and RFI's.

Leadership, 4.0

A most amazing Leadership master's program which I completed half of while living in Davie, FL. I earned a 4.0 in curriculum spanning.

Ba, Psychologoy

Activities and Societies: Assistant Resident Director Chairperson of Residence Hall Council Student Counselor English Tutor Journalist.