Mel J.

Provide direct support to the leadership team in implementing organizational strategies and achieving business objectives. Oversee and manage key performance indicators (KPIs) to align operations with company goals. Serve as a primary contact for execution support, emphasizing the importance of results driven by effective execution.

Spearhead customer retention strategies through timely responses to cancellation requests using Zendesk, SMS, and email. Perform personalized outreach via video calls or scheduled callbacks to offer tailored retention solutions. Handle daily outreach regarding failed payments by analyzing Stripe data and reaching out to impacted customers via SMS or email. Address issues with missing product samples, coordinating re-shipments to enhance customer satisfaction. Process refund requests and assist in onboarding new customers for an effective introduction to Beauty Boss products and services. Manage general customer service inquiries across various platforms to maintain high customer care standards. Utilize Upfluence for influencer identification and engagement in brand collaborations and endorsements. Execute review outreach campaigns encouraging loyal customers to provide positive feedback on Shopify to enhance brand credibility.

Supervise daily operations to ensure efficient processes across the organization. Create and enforce operational policies and procedures. Monitor key performance indicators (KPIs) and operational metrics while coordinating and overseeing staff to maintain appropriate staffing levels. Guarantee compliance with industry regulations and standards. Identify opportunities for operational improvements and apply solutions. Cultivate a positive workplace atmosphere focused on employee development. Lead cross-functional projects aimed at process enhancement. Evaluate and address operational risks and challenges and prepare operational reports for stakeholders. Conduct candidate evaluations for operational roles to support recruitment efforts. Mentor team leaders by providing guidance for their professional growth and facilitate leadership training sessions to improve team management skills. Observe coaching sessions and offer feedback on team development efforts.

Oversee a team of 15-17 agents focusing on Roadside and Active Trips. Conduct weekly evaluations to maintain standards in quality and performance. Collaborate with clients, Operations Managers, and Directors during partnership calls. Track daily targets for CSAT, AHT, quality, and transfer rates. Provide coaching and structured feedback weekly to improve agent performance. Facilitate team meetings to review process updates and promote enhancements.

Manage a team of 10 Account Experts dedicated to Postpaid support. Conduct monthly evaluations for each expert centered on performance metrics. Engage in partnership calls to ensure alignment with internal stakeholders. Oversee community operations profit and loss, including account adjustments and upgrades. Ensure that daily targets for CSAT, Community NPS, online rates, and quality are achieved. Deliver coaching sessions tailored to operational needs.

Support Telco accounts by addressing general inquiries and billing disputes. Assist customers with basic troubleshooting for technical issues.

Lead a team of 8 Account Experts providing support for Postpaid services. Carry out monthly evaluations for each expert to ensure a high-performance standard. Manage community profit and loss while consistently meeting CSAT and service level targets. Facilitate daily huddles and coordinate client-initiated training sessions.

Address general inquiries and billing disputes related to Telco accounts. Provide assistance to customers with basic troubleshooting.

Handle customer inquiries and transaction disputes for airline and financial accounts. Assist customers with card activation and account-related issues.