Melissa Rumball
Senior Leader with Extensive Experience in Call Center Management, Fintech and Banking
- Role
- Fvp- Contact Center Director at Needham Bank
- Location
- North Providence, RI, US
- LinkedIn followers
- 500 followers
About Melissa Rumball
My recent role as Senior Director at Happy Money has been a testament to my commitment to operational efficiency and exceptional customer experience. At the heart of my work, the integration of a near-shore BPO vendor and the implementation of scalable processes have optimized cost-efficiency and propelled member satisfaction. These strategies have established a culture of continuous improvement and accountability.Now, as Vice President of Fintech and Banking at IGT Solutions, I am leveraging my competencies in operations, skill development, and people management to drive growth and profitability. With a strong foundation in fintech, my focus has shifted towards leading initiatives that catalyze financial gains and bolster customer satisfaction in this dynamic sector. The company\'s mission and my professional ethos are aligned in fostering innovative solutions that enhance the financial services landscape.
Experience
Fvp- Contact Center Director
Oct 2025 — Present · Needham, MA, US
Develop and execute strategies to optimize service delivery, efficiency, and customer satisfaction across consumer and treasury call center teams.• Lead and mentor management staff and supervisors overseeing customer service representatives and specialized treasury support agents.• Ensure operational performance by managing KPIs, SLAs, and financial objectives, including cost management and productivity goals.• Collaborate cross-functionally with departments such as IT, Compliance, Risk Management, Treasury Operations, and Finance to streamline processes, ensure regulatory adherence, and support business goals.• Drive continuous process improvement through quality assurance, process reengineering, and employee development initiatives.• Direct workforce planning, scheduling, and forecasting to ensure optimal staffing and service levels.• Ensure compliance with all relevant laws, regulations, and internal controls governing consumer and financial/treasury operations.
Education
Rhode Island College
BA/BS, Psychology / Finance
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