Michael Melgar Email & Phone Number

United States

🚀 Empowering Teams through Intuition-Driven StrategyDrawing from years of hands-on experience as a business founder, Chief Operating Officer, product and project management, I offer a comprehensive approach to driving growth and innovation.My expertise lies in optimizing operations, building cohesive teams, and nurturing forward-thinking leadership. I help teams find their voice and leverage it to make meaningful decisions, enhance efficiency, innovate, and foster excellence within your organization. Let’s connect and explore how we can elevate your business together. 💪• Planning & Execution: Translating your company goals into actionable plans while navigating both expected and unexpected challenges. We’ll collaborate on business planning and execution of growth and expansion initiatives, leveraging insights gained from scaling my own business.• Strategic Leadership & Operational Optimization: A review of your operational structure to determine ways to improve scalability and team alignment with strategic objectives. We’ll look at what’s working and what can be improved to create streamlined workflows, helpful documentation, and design processes for enhanced productivity and happier teams.• Team Development: Your business is your people, and fostering a meaningful and inclusive work culture is essential. We’ll work together on fostering professional development within your team, creating strong HR processes for top talent recruitment and training to ensure scalable team development.• Product Strategy: We’ll develop and implement an intuitive product strategy relying on Scrum & Agile Project Management, fostering cross-functional collaboration.• Customer Success: Leveraging expertise from creating multiple customer success and support teams, we’ll connect with customers to deeply understand the problems they want to solve. We’ll strengthen relationships, implement thoughtful retention strategies, and champion customer satisfaction.

Greater Atlanta Area

SellerSmile offers your e-commerce customers a delightful shopping experience. We improve the way your online business does customer service, turning everyday buyers into lifelong customers.• Exited and sold shares after six fulfilling years.• Directed day-to-day operations, managed a team of senior managers, and ensured alignment with organizational objectives.• Acted as a partner to the CEO, contributing to business planning, expansion initiatives, and decision-making processes.• Coordinated strategies for goal implementation, problem resolution, and translated vision into actionable growth plans.• Led senior management in fostering an inclusive work culture, conducting performance evaluations, and promoting professional development.• Championed client satisfaction, overseeing account management, retention strategies, and client issue resolution.• Guided recruitment, training, and HR processes, ensuring top-tier talent acquisition and scalable team development.• Spearheaded the creation of streamlined workflows, documentation, and processes for enhanced productivity.

Greater Atlanta Area

• Developed and owned the product vision, strategy, and roadmap, aligning them with organizational objectives and user demand.• Collaborated cross-functionally with engineering, design, support, and leadership to ensure the delivery of high-quality sports team software meeting user needs.• Managed backlog priorities, defect resolutions, and ensured on-time product delivery, enhancing overall project efficiency.• Facilitated scrum ceremonies, including grooming, sprint planning, retrospectives, and daily stand-ups, ensuring seamless project execution.• Played a hybrid role bridging project management and product development, overseeing the translation of strategic vision into actionable plans.

Athens, Georgia Area

Empowering e-commerce merchants by providing software solutions aimed at saving time and cost.• Successfully developed 3 Scrum teams, for 3 different separate software solutions.• Own product vision, strategy, roadmap, and implementation.• Collaborate closely with execs, engineers, designers, sales and other cross-functional teams to ensure a high-quality product.• Manage backlog, prioritize resolution of defects/bugs and work to ensure on-time delivery • Facilitate scrum ceremonies (grooming, sprint planning, retrospectives, daily stand-ups, etc.)• Interact with customers frequently to ensure product is providing real value• Spoke with customers directly and worked to establish key changes that decreased subscription churn rate by 36% in less than 2 months of starting on latest project.

Athens, Georgia Area

Empowering e-commerce merchants using the Seller Labs suite by leading a team for educating and supporting customer needs quickly and efficiently. • Built the Customer Success team from the ground up, reaching over 15 agents in less than a year.• Provide technical expertise, training, and mentoring for our customers and success agents. Setup systems to train all new success agents. • Educate users on the Seller Labs suite of solutions through face to face interaction, phone calls, blog posts, webinars, and how to content such as videos and help articles. • Collaborate with leadership to develop and execute plans for continued growth and development, using key insights collected from direct customer interaction.• Setup systems for email tickets, chat, phone calls, in-house educational blogs, and dashboards • Recruited, interviewed, and hired success agents. Provided an avenue for growth to all success agents.• Handled all customer escalations to ensure the best experience possible.• Defined and measured KPIs

Cumming, Ga

Myrtle Beach, South Carolina Area