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Melissa Rossman profile image

Melissa Rossman

Trainer at <span class="not-italic font-text_font lg:text-[18px] text-[16px] font-bold claimed">Transamerica</span>
Intro Book
Results-driven management and leadership expert with a strong background in customer service and quality management.
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Location
Cedar Rapids, Iowa, United States, US
Languages
  • English -
Skills
  • Series 6
  • Project Management
  • Management
  • Leadership
  • Customer Service
  • Show all
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Bio

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Melissa Rossman is a seasoned professional with 14 years of experience in management, leadership, and customer service, including roles at Transamerica Retirement Solutions and Transamerica. She holds an Associate’s Degree from Kirkwood Community College.

Experience

  • Transamerica
    • United States
    • Financial Services
    • 700 & Above Employee
    • Trainer
      • Apr 2019 - Present

    • Transition Manager
      • 2017 - Apr 2019

  • Transamerica Retirement Solutions
    • Cedar Rapids, Iowa Area
    • Assistant Director, Quality Program
      • 2015 - 2016
      • Cedar Rapids, Iowa Area

      Led the management team for multi-site Quality team; coach and develop management staff to drive exceptional performance.- Served as project lead for the retirement group during multiple successful quality mergers in 2015, one of the mergers led to being a finalist for the Global Aegon Awards.- D...

  • Transamerica Retirement Solutions
    • United States
    • Financial Services
    • 700 & Above Employee
    • Assistant Director, Outbound & Quality Teams
      • 2012 - 2014

      Managed outbound team, core responsibilities were to resolve “not in good order” transaction requests and handle general correspondence for division. Also managed local quality team, core responsibilities to train new representatives, monitor all representatives and administer incentive programs to motivate staff.- Contributed to the creation of the Outbound Customer Care team then assumed management responsibility for the team.- Established goals and metrics for the newly formed team to meet/exceed internal objectives and customer expectations, achieving the goal of reducing paper communications and utilizing verbal communications to increase customer satisfaction.

    • Manager / Assistant Manager / Supervisor, Call Center
      • 2003 - 2012

      Managed staff of 8-12 contact center representatives and 1-3 quality consultants- Completed quality monitoring of representatives and provided constructive and frequent performance feedback relating to goals for availability, call quality and referral programs to ensure consistent performance.- Guided, motivated and trained quality staff which resulted in consistently meeting center goals for call quality.

    • Quality Consultant, Call Center
      • 2001 - 2003

    • Call Center Representative
      • 2000 - 2001

Education

  • Kirkwood Community College

Suggested Services

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Industry Focus. “Management Consulting”

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