Open to opportunities

Melissa Harper

@melissaharper

Message

Operations and call center manager who boosts sales, efficiency, and customer satisfaction with data.

United States

Message

What I'm looking for

I’m looking for a leadership role where I can drive operational efficiency and customer experience using strong scheduling, accurate data/reporting, and continuous process improvement—while growing sales and team performance through clear coaching and measurable results.

I’m an operations and call center manager known for managing daily business functions, leading teams, and driving performance improvements. I’ve consistently improved customer service and results by increasing sales, controlling costs, and implementing process enhancements.

In my current role, I manage high-volume inbound calls, verify next-day appointments, organize multi-inbox workflows, and maintain accurate estimate data in FileMaker. I also prepare and manage digital contracts in DocuSign with structured follow-ups, support customer feedback through surveys, and use Microsoft Excel-style reporting to identify trends and keep operations running smoothly.

Experience

Work history, roles, and key accomplishments

Current

Office/Call Center Manager

Current

Trotter Company

Nov 2025 - Present (7 months)

Managed high-volume inbound calls and ensured next-day appointment accuracy by verifying and confirming schedules. Processed and entered estimates in FileMaker, managed email inboxes and documentation, and prepared digital contracts in DocuSign with 30/60/90-day follow-ups.

Customer Service Call Center Operations Scheduling coordination FileMaker Kenect Scheduling

Branch Rental Manager

Enterprise Mobility

Apr 2021 - Nov 2025 (4 years 7 months)

Led and developed a team to improve customer service scores by 10% year over year and increased sales and profitability by 10% (about $40,000 per month) through strategic initiatives. Managed daily branch operations, including staff scheduling, cost control, and inventory management, and directed marketing initiatives to increase fleet growth by 8%.

Team Leadership Operations Management Scheduling Cost Control Inventory Management financial data analysis Sales Strategy Profitability Growth Performance Optimization

Office Administrator

Tornier

Jun 2020 - Apr 2021 (10 months)

Managed inventory control for 15 surgical product lines to ensure accurate supply levels for daily procedures. Processed invoices with purchase orders, compiled monthly commission reports, and monitored daily order fluctuations using Microsoft Excel to maintain accurate records and compliance.

Inventory Management Purchase Order Monitoring Invoice Review Microsoft Excel Data Analysis Document Processing Supply Chain Coordination

Staff Assistant

Charleston Area Medical Center

Jan 2020 - Jun 2020 (5 months)

Coordinated schedules and appointments for medical rehabilitation physicians to support efficient daily patient flow. Maintained Excel spreadsheets for therapy tracking, documented monthly meetings, and handled front office administrative tasks including faxing, filing, and mail distribution.

Scheduling coordination Office Administration Data Tracking Administrative Support