Open to opportunities

Melville Irwin

@melvilleirwin

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Experienced operations and program manager with a focus on efficiency.

India

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What I'm looking for

I am looking for a role that values efficiency and collaboration, where I can leverage my extensive experience in program management to drive impactful projects and foster team growth.

I am an experienced operations and program manager with 18 years in international customer-facing roles, including 11 years in people management and 5 years in program management. My expertise lies in decision-making, stakeholder management, team building, and strategic planning. I have a proven track record of success in project management and communication tools, with a strong focus on improving process efficiency and adherence to standards and strategies.

Throughout my career, I have managed global projects from planning to delivery, collaborating with various teams to ensure successful system integration and product launches. I have streamlined processes to reduce human error and improve efficiency through automation. My experience includes overseeing the migration of operations to vendor platforms and managing the deployment of CRM systems, ensuring smooth integration and adherence to company standards.

I am passionate about mentoring new team members and peers, utilizing AI to enhance project communication, and generating management reports using Tableau and SQL. My goal is to continue driving operational efficiency and fostering collaboration across teams to achieve organizational objectives.

Experience

Work history, roles, and key accomplishments

Current

Program Manager

Current

Freelance (Ad Idem)

Nov 2022 - Present (2 years 8 months)

Project managed the development and launch of a custom large language model for automating legal documents tailored to Indian legal English. Collaborated with development, testing, and marketing teams to ensure successful system integration and product launch.

Project Management Stakeholder Management Team Collaboration Process Improvement Automation System Integration User Experience Design AI Technologies

Program Manager - Global Operations

Amazon

Oct 2021 - Jun 2022 (8 months)

Managed global projects from planning to delivery, collaborating with various teams. Streamlined project communication and standardized practices across global locations, supporting customer service operations in multiple languages.

Project Management Team Collaboration Project Delivery Asana Jira Smartsheet AWS Quality Assurance

Program Manager - WW English Operations

Amazon

Sep 2019 - Oct 2021 (2 years 1 month)

Transformed stakeholder ideas into documentation, managed project scope, and improved efficiency. Communicated project status to leadership and facilitated collaborative development using Git and GitHub.

Project Management Stakeholder Engagement Documentation Git GitHub Asana Jira Tableau SQL

Project Manager - APAC Community Operations Quality

Facebook

Jan 2019 - Aug 2019 (7 months)

Managed operations in Manila and Hyderabad, fostering collaboration with cross-functional teams. Developed and managed an auto-reporting tool, improving metric accuracy and task allocation.

Project Management Cross Functional Collaboration Tableau SQL Reporting Quality Assurance Process Improvement Data Analysis Team Leadership

Group Manager - India & North America

Amazon

May 2017 - Nov 2018 (1 year 6 months)

Spearheaded the launch of a new customer service site, overseeing operations and training. Directed a large team and developed new reporting structures to enhance performance tracking.

Operations Management Team Leadership Training Reporting Process Development Customer Service Performance Tracking Project Management Communication

Customer Service Manager - India & North America

Amazon

Nov 2016 - Jan 2018 (1 year 2 months)

Managed team operations and process training for a 22-member team. Designed and launched projects to improve service delivery and team efficiency.

Team Management Customer Service Communication MI Generation SharePoint

Assistant Manager - North America Transfer Agency Ops

Karvy Computershare

Jul 2013 - Oct 2014 (1 year 3 months)

Supervised teams handling share transfers and account maintenance. Responsibilities included quality review, feedback, and process training.

Quality Operations Management Communication Feedback

Assistant Manager – Change Delivery

HSBC

Dec 2010 - Jan 2011 (1 month)

Helped standardize processes through mapping and analysis. Led major projects within HSBC's payments portfolio, identifying gaps and conducting risk analysis.

Project Management Risk Analysis Change Management Six Sigma Process Mapping Team Collaboration Communication Workflow Optimization Training

Incident Management Analyst

HSBC

Oct 2007 - Apr 2008 (6 months)

Supported customer service teams by resolving incidents and maintaining service levels. Managed recovery actions and ensured clear communication between IT and business teams.

Incident Management Communication IT Support Process Improvement Team Collaboration Reporting Customer Service Problem Solving

Testing Analyst

HSBC

Feb 2006 - Oct 2007 (1 year 8 months)

Assisted key departments by ensuring internal systems met user expectations and reporting discrepancies. Supported operational needs and achieved business goals.

User Acceptance Testing Reporting Support Operations Quality Assurance Communication Problem Solving Team Collaboration Process Improvement

Education

Degrees, certifications, and relevant coursework

Wildlife Institute of India

Certificate, Wildlife Management

2008 - 2009

Completed a Certificate in Wildlife Management, focusing on marine ecosystems, conservation strategies, and wildlife protection. Gained practical knowledge through field studies and research projects.

Andhra University

Bachelor of Arts, English Literature

2003 - 2007

Studied English Literature, focusing on various literary forms, critical analysis, and the historical context of literature. Developed strong analytical and communication skills through extensive reading and writing assignments.