Melissa Harris

• Enthusiastic software support operations professional with 30+ years of experience in various software solutions environments, including SaaS and premise based.  Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
• Dynamic professional with ability to execute in all levels of support operations and deliver exceptional results consistently; whether leading or executing directly in any role. 
• Respected builder and leader of customer-focused teams and operations environments; instill a shared, enthusiastic commitment to customer service, streamlined operations and working more intelligently as key drivers of goal attainment. 

Director of Professional Services

Software solutions provider for non-profit organizations that serve those with disabilities.  Responsible for the areas of Technical Support, Implementation, Documentation, Release Control, Training, Sales Support, Product Management and Customer Success for the organization.

Selected Contributions:

• Constructed Implementation Process and Created Tools to ensure optimal end to end Project Management.
• Reduced project deployment time by 50%.
• Identified opportunity to move solutions to a SaaS model. Identified the personnel to construct the hosted environment.
• Created a new training curriculum which allowed an increase in Professional Services revenue while spending less time to accomplish more thorough training—thus reducing inbound calls/communications.
• Created tools to empower team members to feel more comfortable communicating with executives and with proving success.
• Constructed and ensured compliance with processes and controls for SSAE 16 audits.

Sr. Vice President Operations 

Software solutions provider for member-based organizations.  Verticals include health & fitness, church and charitable and performing arts.  Solutions included payment processing, health club management, events management, ticketing management, online giving and integration tools to allow payments from any application, and more.  I was responsible for the construction of the entire operations infrastructure from the ground up within this startup organization. 

Selected Contributions:

• Responsible for Development, Implementations, Technical Support, Documentation, Training, Sales Technical Support, Quality Assurance, Release Control, Professional Services, Customer Success and Product Management.
• Managed 25-member development team based in India. 
• Implemented process controls and execution paths to ensure PCI and SAS70 Compliance/Certification.
• Constructed and executed on the plan which allowed us to leverage our existing infrastructure to develop, deploy and support 10 different products in six vertical markets.