Summary
Overview
Work history
Education
Skills
Accomplishments
Certification
Timeline
Generic

Melissa Purdy

United Kingdom

Summary

Support Manager with proven track record in resolving customer issues and enhancing team performance. Expertise in implementing streamlined processes that boost efficiency and elevate customer satisfaction. Demonstrated ability to lead teams in exceeding targets while promoting a collaborative work environment.

Overview

21
21
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work history

Support Manager (Business Operations)

HyperJar
Remote
07.2024 - Current
  • Create, analyse, and present operational reports.
  • Deliver high level of escalation support across the operations team, ticket management, Live Chat, emails and complaints.
  • Oversee payroll for the operations department.
  • Responsible for scheduling, training, and workforce planning across operational teams.
  • Implement new processes by identifying trends and areas of improvement.
  • Ensure compliance with policies and procedures.
  • Design and implement Business Continuity Plans.
  • Provide system support and lead new system implementations.
  • Lead and oversee all business requirements within the operations department.
  • Manage all payment and system escalations, inbound and outbound.
  • Responsible for daily settlement payments reaching over 1.2 million.
  • Led recruitment drives, bringing in top-tier talent.


Customer Service Team Manager

HyperJar
Remote
01.2022 - 07.2024
  • Designed and implemented processes to establish a structured, efficient customer service team.
  • Managed six team leaders overseeing 33 onboarding and customer operations agents.
  • Collaborated with departments including Payments, Compliance, Onboarding, Development, and Marketing.
  • Acted as first point of escalation for application and third-party outages.
  • Oversaw annual leave and sickness management for the business.
  • Led daily and weekly meetings across multiple departments and C-suite executives.
  • Delivered comprehensive weekly and daily reports for the department.
  • Responsible for all scheduling and planning of workloads.
  • Reviewed staff performance by analysing KPI data and conducting appraisals.

Technical Support Team Leader

Dematic
Manchester
02.2020 - 01.2022
  • Investigated recurring technical issues to develop long-term solutions.
  • Built strong relationships with clients and software developers through effective communication skills.
  • Conducted performance reviews, enhancing overall team efficiency.
  • Managed a diverse team of technical support engineers for optimal performance.
  • Consistently achieved KPI targets.
  • Delivered top-notch customer service by effectively troubleshooting and resolving issues within SLA guidelines.

Senior Team Manager

Vodafone Business
Manchester
09.2014 - 10.2019
  • Overseeing daily staff workloads and coordinating shift coverage across 24/7 teams.
  • Conducting one-to-ones, coaching, and team meetings to drive performance and meet KPIs.
  • Managing sickness, recruitment, and team motivation. Providing performance insights and supporting smooth business operations.
  • Handling shift issues, managing Level 2 escalations, and supporting Major Incidents alongside the MIM team.

Retail Manager

SPAR
Manchester Airport
08.2007 - 01.2014
  • Secured top talent for our retail team through effective recruitment oversight.
  • Optimised merchandise displays to improve store aesthetics and shopper engagement.
  • Ensured resource allocation efficiency for seamless daily operations.
  • Monitored competitors to guide strategic pricing and marketing decisions.

Assistant Sales Manager

Millennium Micros
Manchester
07.2004 - 05.2007
  • Assisted customers in identifying suitable products and services, ensuring efficient handling of requests.
  • Prepared invoices and managed recruitment processes effectively.
  • Executed administrative duties, including payroll and scheduling for engineers.
  • Promoted company offerings to achieve sales targets successfully.
  • Performed laptop and mobile phone repairs, maintaining high service standards.

Education

GNVQ - ICT

Stockport College
Stockport
09.2001 - 06.2004

GCSEs - English Language (A), English Literature (B) Mathematics (B), Science (Dual) (B) Graphic Design (A*)

Brookway High School
Manchester
09.1997 - 06.2001

Skills

  • Microsoft Office Suite proficiency - as well as tools like Remedy, ServiceNow, BambooHR, RotaCloud, Jira, Snowflake, Tableau, Surfboard, Zendesk, PassFort, Timetastic, SharePoint, Modulr, Carta, Slack
  • Team management - Live chat, Emails and Telephony
  • Payments and customer complaint escalations
  • Incident Management
  • Training and Development
  • Remote team management, UK and India
  • Root cause analysis experience
  • Experience with CRM, WFM systems
  • Performance management strategies
  • Process improvement initiatives
  • Leadership and team motivation
  • Attention to detail
  • Adaptability in dynamic environments
  • Effective communication skill
  • Reporting and analysis expertise
  • ITIL best practices
  • Continuous improvement mindset
  • KPI monitoring and SLA evaluation

Accomplishments

  • Winning the “Manchester Airport: Retail Store of the Year Award”.
  • Leading the best “Performing 24/7 Team” throughout 2017/2018 at Vodafone
  • Achieving the Manager of the Year Award 2017/2018/2019 at Vodafone
  • Designed and implemented a new Disaster Recovery Process for Vodafone Fixed Line Service Desk.
  • Managing the top-performing team for two consecutive years within Dematic.
  • Implementing numerous processes for a start-up company (HyperJar)
  • Progressing from a Customer Service Manager to a Business Manager within one year at HyperJar

Certification

Management Program Course

Customer Service (NVQ Level 2 and 3)

Retail Management (NVQ Level 2 and 3)

Leadership Essentials Management Course

Mental Health Awareness Course

Timeline

Support Manager (Business Operations)

HyperJar
07.2024 - Current

Customer Service Team Manager

HyperJar
01.2022 - 07.2024

Technical Support Team Leader

Dematic
02.2020 - 01.2022

Senior Team Manager

Vodafone Business
09.2014 - 10.2019

Retail Manager

SPAR
08.2007 - 01.2014

Assistant Sales Manager

Millennium Micros
07.2004 - 05.2007

GNVQ - ICT

Stockport College
09.2001 - 06.2004

GCSEs - English Language (A), English Literature (B) Mathematics (B), Science (Dual) (B) Graphic Design (A*)

Brookway High School
09.1997 - 06.2001

Similar Profiles

Create profile
Melissa Purdy