Melany Fulgham

Current

Project Manager at eBay

Past

Supervisor - Customer Support at eBay
Team Manager, Engineering Centre at Stream International
Process Analyst at Stream International

CSR – Technical Support at Stream International
CAD Draftsman at Thiessen TEAM

see less...

2 more...

Education

The University of British Columbia
University College of the Fraser Valley
Vancouver Community College

see less...

Recommended

15 people have recommended Melany

Connections

160 connections

Industry

Consumer Services

Melany Fulgham’s Summary

Project manager with 7 years experience in the contact centre industry, mostly in a supervisory role. I believe in “Leading the people, Managing the process” by balancing effective coaching skills with critical process improvement and project management skills.

Melany Fulgham’s Specialties:

Leading teams to acheive measurable results
Coaching, training and development
Working with remote and global teams
Project management
Process improvement

Melany Fulgham’s Experience

Project Manager

eBay

(Public Company; eBay; Internet industry)

April 2008 — Present (1 year 4 months)

• Lead and manage large cross-functional, often global initiatives within the North America Customer Support organization.
• Ensure customer support readiness for product, policy or program introductions or site changes.
• Facilitate the creation of technical, functional and business requirements
• Develop detailed project plans including budgets and resource plans
• Track and manage multiple simultaneous projects from initiation to successful completion
• Assist production QA group in identifying/prioritizing pre-production bugs with end user impact and coordinate post-rollout testing.

Key Achievements:
• Managed project plan for on-boarding and training 700+ customer support representatives for a new phone support program.
Supervisor - Customer Support

eBay

(Public Company; eBay; Internet industry)

November 2005 — April 2008 (2 years 6 months)

• Supervised several different types of teams including general support, technical support, training specialists, process specialists, and anti-fraud representatives.
• Coached and developed CSR’s on all relevant skills and metrics including productivity, customer satisfaction, technical ability, and quality.
• Coordinated with global business units and outsourcing partners.
• Managed teams as large as 30 CSRs.
• Manage service levels by assigning resources where needed, and identifying cross-training opportunities.
• Compiled and presented biweekly business updates.
• Developed performance improvement plans and deliver disciplinary action where needed.
• Coordinated and facilitated team meetings.
• Identified training and coaching needs.
• Implemented process improvements where identified.

Key Achievements:
• Suggested a billing process change which resulted in an annual savings of $675,000.
• Successfully outsourced several lines of business to an offshore partner.
Team Manager, Engineering Centre

Stream International

(Public Company; OOO/U; Information Technology and Services industry)

January 2004 — November 2005 (1 year 11 months)

• Managed projects on a team of 24 technical support agents whose duties included developing and piloting new support solutions and procedures for three lines of business.
• Presented monthly business review reports to the client and business management which cover financial targets, outage, performance metrics, and key achievements.
• Created ad-hoc reports and presentations for pilot programs.
• Applied skills in statistical techniques such as root-cause analysis, pareto analysis, and success measurement.
• Used six-sigma techniques to identify improvements with the most return on investment.
Process Analyst

Stream International

(Privately Held; 1001-5000 employees; Information Technology and Services industry)

August 2003 — January 2004 (6 months)

Worked directly with clients to initiate improvements of technical support tools and procedures.
CSR – Technical Support

Stream International

(Privately Held; 1001-5000 employees; Information Technology and Services industry)

September 2002 — August 2003 (1 year)

Provided technical support for personal computers in a call center, meeting customer satisfaction and handle time goals.
CAD Draftsman

Thiessen TEAM

(Mining & Metals industry)

1998 — 2001 (3 years)

Melany Fulgham’s Education

The University of British Columbia

BASc , Chemical engineering , 1999 — 2002
University College of the Fraser Valley

Engineering Transfer Program 1997 — 1999
Vancouver Community College

Business Ethics