Melvin Fletcher Email & Phone Number

California, United States

San Francisco Bay Area

- Assist with managing and leading a global team of approximately 200 analysts across 4 global offices, ensuring parity of process, knowledge, and quality across all sites- Managed the addition of 9 new products (36 total supported) and 7 new groups for moderation (17 total supported) while maintaining client targets for Initial Response Time, False Positive Rate, and Customer Satisfaction.- Work with 3 Global Teams - conducted and coordinated training to ramp up new locations- Built dashboards to monitor health of operational workflows; utilized SQL and internal tools to deep-dive and improve Initial Response Time (IRT) metric. Located two major gaps in reporting and implemented plan that produced 103% increase in IRT over 3 months to meet client target-Utilize SQL and internal tools to perform data analysis, locate trends within team False Positives and devised action plans to address, resulting in 49% improvement over 3 months to meet client target

San Francisco Bay Area

- Managed a team of 10 analysts, providing mentorship, assisting with high-priority escalations and guiding the team to meet SLAs- Assisted with transitioning team from overnight shift to day shift, while coordinating efforts to onboard and train new team in Dublin (IE) with no effect on deliverables- Triaged and investigated advertising products bugs dually as Technical Support Analyst for Facebook Measurements products, leveraging SQL and internal tools to resolve escalated issues

San Francisco Bay Area

- Utilized SQL, MS Excel and internal tools to resolve bugs with Facebook’s ads measurement products- Helped raise product’s analyst-level resolution by 10% (from 76% to 84%), and IRT by 66% (from 54% to 90%)-Collaborated cross-functionally with Engineering and Product teams to identify and track product confusions in order to promote advertiser trust in products -Trained new analysts on Ads Measurement products specializing in Ads Reporting, Facebook Page Insights, and offline and offsite conversions

- Provided community support by email, Facebook, and Twitter for the Close5 app.

Mountain View, Calaifornia

- Promoted to QA lead for the team after 4 months - Created metrics from available data and processes to measure and improve overall review quality- Created system to perform QA reviews and database in Excel to track scores and trends - Responsible for reporting this data to the team through weekly syncs and calibrations.

Mountain View, California

- Provided technical support by phone and email-Worked in 8 verticals simultaneously: Wallet, Drive, Play, Books, Music, Chrome OS, Hardware, and Account Recovery.

Mountain View, California

- Provided World-Class support to end users of the new technology by phone and email.- Provided quality assurance in cooperation with engineering and other internal departments to capture and report feedback on the technology. - This support and feedback contributed to a better relationship between Google and end users.

Charleston

- Compiled the daily financial audit reports and completed the daily tax calculations. - Maintained daily hotel operations.

Kansas City, Missouri Area

- Assisted clients with troubleshooting their H&R Block at Home software. - Worked dually as a tier I and tier II technical support representative - Promoted to tier III agent