Melesia Redding

• Oversaw day-to-day operations of the sales and banking verticals, ensuring efficient and effective resolution of customer inquiries and concerns
• Developed and maintained positive relationships with key clients, addressing their needs and ensuring high levels of satisfaction
• Led a team of 9 customer service and sales supervisors, providing coaching and training to enhance their skills and ensure consistent service delivery
• Conducted regular sales forecasting and pipeline analysis to identify trends and opportunities for improvement
• Oversaw and optimized end-to-end sales processes, resulting in a 20% increase in sales
• Increased sales compliance by 55% by implementing sales strategies and education
• Completed 3 Agile sprints in 2 months
• Implemented strategies that resulted in 40 seconds reduction in Average Handle Time
• Initiates Rewards and Recognition
• Works with Director and other departments
• Completed Training Need Analysis to improve Quality by 15%.

• Remotely Managed a Team of 13 Supervisors Works closely with Senior Management and Training in developing processes
• Successfully implemented action plans that led to account being first for 4 consecutive months
• Developed Supervisors so their teams achieve KPI targets consistently
• Successfully managed a team of 52 Team leads
• Complete performance appraisal
• Partners with other departments to ensure consistent maintenance of client and internal KPIs targets
• Worked with HR to update and implement disciplinary process
• Managed wide variety of customer service and administrative tasks to resolve issues quickly and efficiently
• Handle and mediate conflict between employees
• Manage staff, preparing work schedules and assigning specific duties.

Certification

• Business Analysis and Process Management
• Diploma in Accounting Core Practices and Theory
• Introduction to Microsoft Excel
• EF SET (C2 Proficiency in English)