Alissa Massey
San Francisco
Summary
A results-driven operations and management professional with extensive experience in customer service, logistics, and human resources. Proven ability to streamline processes, enhance team performance, and drive customer satisfaction.
Overview
20
20
years of professional experience
Work History
In Home Health Care Provider
San Francisco, CA
04.2021 - Current
- Provided in-home support for client with advanced chronic diseases.
- Managed patient care and safety.
- Assisted with treatment preparation, medical procedures, and post-treatment care.
- Maintained sterile environment and followed infection-control procedures.
- Supported dietary restrictions and physical restrictions as directed.
Consultant
San Francisco, CA
03.2023 - 01.2024
- Designed streamlined processes and customized forms to enhance operations, customer service, post-sales technical support, and logistics in the U.S. market.
- Managed customer inquiries through prompt phone and email communication.
- Negotiated vendor rates to drive down operational costs.
- Reviewed contracts for international customers, ensuring compliance with legal and regulatory standards.
Director of Operations
Media Vision The Conference Company
South San Francisco, CA
08.2019 - 01.2023
- Managed day-to-day operations, overseeing customer service department, post sales service department, procurement, Logistics, and Human Resources. Worked closely with other departments including sales, accounting, and marketing to meet company objectives and revenue goals.
- Managed the end-to-end procurement process for materials, services, and equipment, supporting multiple departments including production, logistics, finance, and operations.
- Led a customer service team responsible for post-sales technical support and managed service contracts generating over $1 million in annual revenue.
- Managed full-cycle recruitment processes, from job postings to candidate interviews, and oversaw onboarding for new hires.
- Administered comprehensive employee benefits programs, including health insurance, 401(k) retirement plans, and paid time off (PTO). Developed and communicated benefits information during open enrollment periods, ensuring all employees understood their options.
- Ensured compliance with federal and state regulations, including ACA, FMLA, and COBRA.
- Negotiated contracts with key vendors to secure favorable terms, improving profit margins and ensuring
- Acquired by Televic (July 2022)
Customer Support Manager
Media Vision
Oakland, CA
07.2011 - 08.2019
- Developed and implemented customer service policies and procedures.
- Managed end-to-end order processing, including order entry, verification, fulfillment, and shipment tracking.
- Managed relationships with business clients and vendors, acting as the primary point of contact for all service-related inquiries, product support, and account management.
- Maintained CRM
- Supported HR operations by administering employee benefits programs, including health insurance, 401(k) plans, and paid time off (PTO).
- Ensured compliance with federal and state regulations, including ACA, FMLA, and COBRA.
Contractor
Neilson & MacRitchie Investigators
San Francisco, CA
01.2011 - 01.2012
Director of Operations
University Pipeline, Inc.
San Francisco, CA
02.2009 - 08.2009
Director – Event Execution
University Pipeline, Inc.
07.2006 - 02.2009
Education
Bachelor of Science - Business Administration, Concentration in Marketing
San Jose State University
San Jose, CASkills
- Operations Management
- Human Resources Management
- Customer Service Excellence
- Logistics Coordination
- Team Leadership
- Process Improvement
- Microsoft Office Suite – Word, Excel, Power Point, Outlook, Teams
- Customer Relationship Management (CRM) – Zoho, NetSuite, Salesforce
- Shopify
- QuickBooks
Timeline
Consultant
03.2023 - 01.2024
In Home Health Care Provider
04.2021 - Current
Director of Operations
Media Vision The Conference Company
08.2019 - 01.2023
Customer Support Manager
Media Vision
07.2011 - 08.2019
Contractor
Neilson & MacRitchie Investigators
01.2011 - 01.2012
Director of Operations
University Pipeline, Inc.
02.2009 - 08.2009
Director – Event Execution
University Pipeline, Inc.
07.2006 - 02.2009
Bachelor of Science - Business Administration, Concentration in Marketing
San Jose State University