Melanie Halloran
- Role
- Director of Operations at Technology Associates, An It Solutions Company
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
About Melanie Halloran
Dynamic business leader in operations and management. With a proven track record in the…
Experience
Director of Operations
Technology Associates, An It Solutions Company
Oct 2015 — Present
Responsible for overseeing technical service delivery team and day-to-day operations. Ensure all processes/procedures are followed and continual alignment of the company way is promoted throughout the organization. Point person for any client issues to ensure they are resolved promptly and effectively. Responsible for client relationships/satisfaction and ultimately, client retention. Balance client expectations and workload/priority by using available resources. Manage coverage and scheduling for service delivery teams. Act as a liaison between all departments. Improve production by highlighting deficiencies and recommending changes in tools, training, process, and procedures. Develop departmental improvement plans based on key performance indicators. Develop appropriate daily, weekly, and monthly work plans and report on the progress against these plans. Participate in weekly leadership meetings to discuss and set company/departmental goals & objectives. Conduct meetings for all service delivery teams to ensure efficiency, promote individual engagement, and streamline processes as needed. Review all key metrics across each department and track data. Conduct quarterly one-on-one meetings with all team members. Facilitate all new client kick-off meetings and oversee the onboarding process. Ensure that all documentation is properly maintained and updated in a timely manner. Handle recruitment of new hires, onboarding, and training for their success. Prioritize team development, culture, and success in each role.
Education
Lakeland College
Business Administration and Management, General
TechSkills of Raleigh
A+, Net+, MCSA, Information Technology
Skills
- Time Management
- Troubleshooting
- Networking
- Customer Satisfaction
- Customer Service
- System Administration
- Leadership
- Marketing
- Sales
- Team Building
- Security
- Technical Support
- Help Desk Support
- Call Center
- Training
- Management
- Call Centers
- Telecommunications
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