Melanie Alexander
About Melanie Alexander
Melanie Alexander is the Director of Quality, Analytics, Automation, and AI at Alight Solutions in Houston, Texas, with over 20 years of experience in quality management and training design.
Title and Current Positions
Melanie Alexander is currently the Director of Quality, Analytics, Automation, and AI at Alight Solutions in the Houston, Texas Area. Additionally, she holds the position of Global Customer Service Quality Leader at Aon Hewitt.
Previous Experience at Alight Solutions
Before her current role at Alight Solutions, Melanie Alexander served as the Director of Global Customer Care Quality and People at the same company. She held this position from 2017 to 2018, based in The Woodlands, TX. During her tenure, she was instrumental in shaping the quality and customer care strategies.
Educational Background
Melanie Alexander earned her Bachelor of Fine Arts (BFA) in Painting and Art History from the University of Houston. Her academic background in the arts has uniquely contributed to her innovative and creative approach in the fields of quality management and analytics.
Innovative Quality Programs and Training
Melanie has developed a comprehensive and cutting-edge quality program and training that stand out in delivering distinctive customer experiences. This program is finely tuned to adapt to an evolving market and incorporates various advanced tools and methodologies for enhanced customer interaction.
Implementing Speech Analytics for Customer Insights
An advocate for data-driven decision-making, Melanie implemented speech analytics to understand the voice of the customer better. This initiative has enabled her teams to take decisive actions based on customer feedback, significantly enhancing customer service quality.
Designing Manager and CSR Desktops
To streamline coaching processes, Melanie created an innovative manager desktop. Alongside this, she designed CSR desktops to foster a self-discovery approach among customer service representatives, aiding them in providing top-notch customer service.
Utilizing Customer Satisfaction Data
Melanie delivers voice of the customer data through comprehensive customer satisfaction measurement. This actionable data is central to making informed business decisions that drive efficiency and improved results across the board.
Over Two Decades of Experience
Melanie Alexander has over 20 years of experience in quality management and training design. Her career is marked by proactive learning from market leaders and effective vendor management, enabling the successful implementation of large-scale projects.