Michael Melnick Email & Phone Number

Kirkland, Wa, Us

Roseland, New Jersey, Us

Roseland, New Jersey, Us

I empower my teams to think creatively, and to “simplify for success”. Leading efforts to implement procedural and technological solutions driving leaner, more automated processes. Recent technological enhancements, product offerings, and automation efforts have resulted in an ability to optimize staffing with a 50-60% reduction. I have experience hiring, building, maintaining, and fostering an atmosphere that allows my teams to provide an exceptional, positive client experience using their technical knowledge and enabling clear and concise communications regarding complex escalated issues. I currently have oversight of 60+ employees globally, including 16 direct reports spread across five Shared Services teams; Data Entry, Manual Checks, Research/Resolution, Distribution, and Banking, and have recently had responsibility for Implementation and Interface Production Support.

Roseland, New Jersey, Us

Asked by leadership to temporarily take on a team of technical analysts to cover for an outgoing Manager. Successfully maintained responsibilities of Lead Business Analyst role in conjunction with taking on the Interim Operations Manager role.

Roseland, New Jersey, Us

As Lead Business Analyst, I provided interface technical oversight to internal and external client base, while enforcing adherence to interface standards that I helped to develop. I reviewed and was responsible for approving functional specifications for all Shared Services projects. In addition, I was tasked with analyzing interface issues in an effort to determine root cause. This required meticulous review of functional specifications, often comparing the logic to resulting data files and even reviewing SQL code if necessary. I would then liaise with coders who would apply fixes and I would then test to ensure that they resulted in resolution.

Roseland, New Jersey, Us

Used extensive technical knowledge to draft and deploy Technical Interface Standard SOP used by various internal stakeholders for Shared Services projects and implementations.* Substantially increased technical consistency by enforcing interface and automation standards which resulted in approximately 40% reduction in technical issues reported. Effective and technically precise communications built trust with external client base. * Positive client feedback indicated a noticeable decrease in escalation volume while increasing rapport.Used accumulated Enterprise database knowledge and interface expertise to review functional/technical specifications to determine root cause for reported interface related issues.* As a result, interfaces ran with greater efficiency and stability.

Roseland, New Jersey, Us

Managed competing priorities to successfully address 85+ interface related issues for 8+ clients.* Through collaborative recurring meetings and documenting known issues and root causes, steadily decreased the number of cases reported. Executed project analysis, provided technical support and tested interface related bug-fixes.* Documented solutions to reported issues while continuing to solicit training and knowledge transfer. Reduced time to determine root cause and solutions.Instrumental in testing all inbound and outbound interfaces for an Enterprise database client upgrade. * System was released to users on schedule with all interfaces working to specification.

Seattle, Wa, Us

Independently planned, prepared and maintained reports critical to the success and profitability of individual call centers. Investigated, analyzed and assessed trends to proactively provide direction to Management Teams.

Held various roles ranging from Customer service to Analyst where I identified process and system improvement opportunities. Reported and resolved system issues by utilizing system feeds which increased productivity and ensured minimal impact to employees. was successful with no negative impact to our employees. Monitored numerous system feeds to and from PeopleSoft daily, weekly and monthly to ensure the least amount of impact to employees.