profile

Melissa Floor

Relationship and Service Excellence Leader

Salt Lake City, 84095, Utah

Skills

B2B Relationships

People Leadership

Six Sigma

Sales and Marketing

About

Our relationships are the foundation of leadership. The appreciation of each individual relationship empowers people to focus on customer experience, retention and loyalty.This results in inspiring high performing teams, development of creative solutions and delivering through the connection of service to business growth .

Education

University of Phoenix

Business Management , Business Management

June 2007 - June 2007

Alta High School

May 1993 - May 1993

Experience

Director, Global Acquisition Network

American Express , Salt Lake City

July 2010 - October 2011

Direct responsibility of ~140 FTE servicing strategic consumer and B2B customers in the new account process. Including Centurion Card Members, executive escalations and exception processes. Leveraged Black belt methodology to streamline process inefficiencies and error reduction resulting in 30% productivity across the organization. Savings of ~ $840k in FTE cost. Developed and executed a risk-based strategy to reallocate $24MM in card line assignment, resulting in $9.5MM in incremental charge volume. Identified and implemented solutions to address compliance gaps in specialized functions. Drove the focus on client loyalty through employee engagement and issue resolution empowerment. “Refer to Friend” (Net Promoter Score) improved 700 bps in a 3 month period with 56% actual RTF. Launched the New Accounts servicing for the Corporate Centurion product targeting C-level executives for strategic B2B relationships. 100% of applications completed with flawless execution.

Management
Project Management
Risk and Marketing Strategy
Compliance Manager - Corporate Card

GE Money/American Express , Salt Lake City

November 2008 - January 2011

Managed the Partnership with Global Commercial Card Compliance to lead the integration of the AMEX Compliance policies & procedures, governmental regulations, systems & tools in the Total Systems portfolio. Owned the “Health of Compliance” Program, including audits, issue resolution and policy management. Served as liaison with internal/external partners and auditors, representing the former GE program. Internal Audit review – Audit passed with a top rating of “satisfactory”. Action plans completed 30 days ahead of goal. Built the employee engagement program - Developed the communication, training and project plan to build a "compliance–minded” culture. Received a 98% increased employee awareness rating in Q1 2010.

Program/Policy Management
Audit Management
Project Management
Manager - Account Development Support

GE Money , Salt Lake City

January 2006 - November 2008

Leader of a strategic relationship management team. Built the organizational design and structure for a specialized team to provide custom, dedicated and proactive support to a $14B card volume portfolio of 300 large market clients. Led the design and implementation of the “Proactive Service” model for GE Corporate Payment Services. Drove “Excellence in the Client Experience” through the implementation of a Net Promoter Score model in Operations. Resulted in a Net Promoter Score of 68 in the first year. Implemented a process to reduce errors. Using Six Sigma lean methodology, the team reduced the rework rate on customer issue resolution from 28% to 4% in one year. Improved productivity by 35% by reducing handoffs and improved training for customer requests. Developed and implemented support strategy for key B2B segments (e-commerce, Public Sector, Universities, Strategic Corporate clients)

Client Relationships
People Management
Proactive Service Design
IT Help Desk & Client Relations Manager

GE , Salt Lake City

January 2004 - January 2007

Led the GE Technical Help Desk and Client Relation Teams, used Six Sigma initiatives to improve first call resolution, root cause resolution and customer satisfaction. Trained and transitioned 75% of Client Relations correspondence to an outsourced function and building the capacity for “proactive service” and Dedicated Account Development support in 2007. Drove 17% increase in productivity with Help Desk follow-up standards, process and tracking. Age of tickets improved from an average of 24 days to 13 days. Led client satisfaction and process initiatives to improve customer satisfaction from 64% to 74%.

People Management
Process Improvment
Issue Resolution
Six Sigma Black Belt

General Electric , Salt Lake City

March 2001 - January 2004

Led the “Sales Force Effectiveness” initiative focused on growing customer penetration and volume. Reduced cost by $76k and generated $400k in additional revenue during a 5 month control period. Established outsourced Opportunity Analysis process to drive an increase in productivity of 72%. Mentored 50+ workouts, green belt projects, Change Acceleration initiatives, trainings and certifications. Awarded the business Summit Award for the creating the sales force training & testing program. Built 70+ modules, exams and tools, best practices, competitive analysis, prospecting.

Project Management
Project Mentor
Sales and Marketing
Marketing Event Management Specialist

GE Capital , Salt Lake City

June 1999 - March 2001

Managed the design, organization/planning and execution for the business events targeting Customers and prospects. Including Client User Conference, Advisory Boards, Product RoadShows, tradeshows and external industry events.

Advisory/User Events
Promotional Events
Sales and Marketing

Workplace personality

100+

Company Size

12

Day Length

25+

Team Size

Loud

Noise Level

Formal

Dress Code

Benefits

Cafeteria

N/A

Commute

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