Melanie Searles Watson

About Melanie Searles Watson

With over 20 years of experience in training and talent development, I have successfully led recruitment initiatives and resolved employee concerns in large organizations across the U.S. and internationally. My career is marked by a proven track record of leading teams and collaborating with senior managers and executives to implement and execute training, HR, and operational objectives. This extensive experience has equipped me to lead a customer service center team of 400+ motivated and service-minded individuals.Throughout my career, I have designed comprehensive training programs that enhance performance, employee relations, talent management, customer relations, communications, and retail management. Transitioning to a contact center management role, I aim to positively impact retention, customer service excellence, effective training, and leadership development.As a certified Human Resource Management professional (SHRM-CP), I have established traditional policies and procedures that provide stability and structure.Career Highlights Designed global training solutions aligning with regional consumer markets and corporate goals. Led training and learning development initiatives for H&M, impacting employees. Promoted from Regional/Area HR Manager to Senior Training Manager to Customer Service Manager for H&M North America. Trained a diverse range of employees, from interns to executives.I firmly believe that organizations investing in their talent through training and development outperform those that do not. It is deeply fulfilling to contribute to both company success and employee growth.If you would like to connect with me, please send a connection request and I will respond at my earliest convenience.Thank you,Melanie

Experience

1. North America Customer Service Manager

   H&M

   Jun 2019 — Present · Chicago, IL, US

   Lead, implement and follow up on the customer service vision and goals to achieve a long term efficient and qualitative customer service experience.Lead and manage the North American customer service center leadership functions.Manage long term staffing, employee development and satisfaction, and succession planning for the customer service center.Anticipate strengths, weaknesses, opportunities and threats to achieving the customer service center goals and results.Create a sustainable strategy for positive working environment and employee relations.Assess opportunities for improvement through internal and external customer service experience benchmarks.Provide structured and relevant feedback to local business units and cooperate with global CS departments to reach company goals.Lead the strategic overview of compliance with all safety, security, administration and legal procedures impacting the customer service center staff and customers.Implement routines and processes in line with the H&M Group’s sustainability strategy in the customer service center.

Education

• University of Illinois Chicago

  Bachelor of Arts

Skills

• Performance Appraisal
• Management
• Succession Planning
• Onboarding
• Sourcing
• Hris
• HR Policies
• Coaching
• Employee Engagement
• Leadership
• College Recruiting
• Human Resources
• Training
• Interviews
• Leadership Development
• New Hire Orientations
• Personnel Management
• Captivate
• Store Management
• Communication
• Recruiting
• Hiring
• Performance Management
• Employee Training
• Retail
• Executive Leadership
• Interviewing
• Talent Acquisition
• Employee Relations