Melissa Dallenbach
Golden,CO
Summary
Experienced with operational strategy, effectively overseeing large-scale projects and improving productivity. Utilizes comprehensive knowledge of resource management to achieve efficient workflow. Track record of leading high-performing teams and implementing impactful process improvements
Overview
8
8
years of professional experience
Work History
Senior Operations Leader
Intouchcx
06.2017 - Current
- Fostering team development: This includes conducting structured performance evaluations, delivering comprehensive training programs, applying progressive disciplinary actions when necessary, and facilitating career advancement opportunities.
- Leveraging data for performance enhancement: I use data analytics and consumer insights to measure performance, guiding both individual agents and teams toward career growth and superior outcomes.
- Leading operational initiatives: My responsibilities include initiating IVR and system enhancements, overseeing daily and monthly billing cycles, managing and mentoring all team leaders and their teams, and meticulously assessing candidates for internal promotions.
- Driving client and policy alignment: I compile and present essential data to clients, institute impactful policy changes, and oversee all daily operations while cultivating a cohesive and culturally diverse team atmosphere.
- Improving customer satisfaction and optimizing service levels: I am instrumental in implementing projects designed to elevate customer satisfaction and develop plans that directly influence our key performance indicators, thereby optimizing our service level through strategic workforce management and aligning our financial and staffing budgets with client requirements.
- Training & Development Specialist: Skilled in identifying learning needs, developing engaging materials, and facilitating sessions that enhance employee performance and productivity. Adept at using blended learning methods, fostering collaboration, and leveraging feedback to drive continuous improvement. Known for clear communication, strong organizational skills, and a passion for helping teams grow and succeed.
Education
Medical Assisting -
Concorde Career Colleges
Aurora, COSkills
- Certified Trainer
- Microsoft Dynamics
- PowerPoint
- Excel
- Google Website Base
- JIRA System
- Zendesk
- IEX
- Customer and Client facing Manager
- Current Budget and PO Balance
- G Suite and Microsoft proficient IVR Design Management and Implementation
- Workforce Management(schedule alignment for high intervals during the day)
- Financial Reporting Public Facing Projects and implementation for Levis Website
- Customer service management
- Human resources
- Policy development and enforcement
- Data management
- Payroll administration and timekeeping
Timeline
Senior Operations Leader
Intouchcx
06.2017 - Current
Medical Assisting -
Concorde Career Colleges