About

About me

Customer service Manager
Operation Manager Training & Quality
Team Leader

I’m looking to grow with an innovative team that values creativity and turns bold ideas into reality.

  • Bachelor's Degree: Business Administration
  • City: Sydney, AUS
  • Availability: Immediate start

Customer Service & Call Centre Team Manager with 10+ years experience leading high performing teams across AUSTRALIA, USA, and LATAM. Skilled in people leadership, customer experience, and operational excellence with proven results in reducing Average Handle Time, improving First Contact Resolution, and driving Customer Satisfaction.

Tech skills

HTML Fundamentals

CSS Fundamentals

JavaScript Fundamentals

SAP

Salesforce

Claim Center

Zendesk

Management skills

Learning & Development Session

Profit & Lost Management

Strategic Planning

Teams Leadership

Operation Management

Strong Presentation skills

Customer Relationship

Coaching & Mentorship

KIP's & SLA's Control

People & Culture Management

Strong Communication skill

Magic Footprint

Linkedin Recomendations

"During the time I worked with Melissa, she demonstrated her work capabilities in people and culture and management. She brought forward ideas that had never been thought of in our company before, managed to bring engagement to our team, and although it was sad to see her leave, I believe the company that hires her will be very fortunate to have such a dedicated worker like her."

Bailey Sims

Managed me directly

Supervisor

"Meli is an exceptional leader—people-oriented, kind, and deeply committed to her team's success. She combines empathy with a strong focus on achieving goals, always leading by example. Working with her was both inspiring and rewarding."

Fabio Rada

Reported Directly to me

"I had the pleasure of working with Melissa when she managed a team under my direction, and I can confidently say she is an outstanding leader. She has a natural ability to inspire and develop her team, creating a culture of accountability and high performance. Her strategic mindset, problem-solving skills, and dedication to excellence made a significant impact on our operations. Melissa is not only a strong leader but also a great collaborator who knows how to drive results while keeping her team engaged. Any organization would be lucky to have her!"

Pedro (Pete) Villagran

Latinoamerican General Manager

Managed me directly

"Melissa is an excellent leader, very organized, goal driven and knows how to keep her teams motivated. She gives great advice and cares about her coworkers."

Esthela Gomez

Supervisor

Worked in the same group

"There's two words I use to describe Melissa, authenticity and results. Melissa is a great leader with the skills of an excellent manager.100% Committed to her duties and eager to learn and satisfy her needs of knowledge."

Yulian Cueto

Senior Project Manager

Worked in the same group

"Melissa is a hard and ralentless worker fully dedicated to providing great results and is always looking for ways to improve processes while keeping her employees happy and engaged, excellent leader and extremely passionate."

Mateo Rueda Duque

Managed me directly

Account Manager

"Melisa is an integral professional, oriented to results through leadership focused on the development of people skills. During the time he shared with her, he was characterized by making things happen."

Orlando Castillo

HR Director

Worked in the same group

"Melissa is a motivated, forward-thinking along with intelligent operation manager who has lots of knowledge in her field. She is very thorough in everything she does and can be depended upon to get the job done. Melissa is extremely enthusiastic about her work which is infectious. Whenever I had a problem, there has never been a time she has left me without a solution. Eager professional. No matter how complex the problem is, she will always come up with a brilliant, elegant, and cost-effective solution. She definitely shines in a a busy environment. Definitely worth recommending."

Julissa Restrepo

Reported Directly to me

"Melissa is a born leader. In my experience with her as my supervisor I was able to learn a lot. She always pushed me to be my best self, gave me opportunities to show my talent and was an exceptional guide. She is someone who spreads her joy, enthusiasm and passion for her work. Any company would be lucky to have her on their team".

Gisseth Mattos

Reported Directly to me

"She is outstanding! It was a pleasure having her in my team!"

Hugo Lancheros

Managed me directly

BPO Operations & Account Manager

Resume

Check My Resume

Summary

Melissa Kuttner

Strong background in end to end people management including recruitment, onboarding,coaching, performance improvement plans, and exit processes. Experienced with contact centre systems and applying data insights to improve KPI and SLA performance. I lead through my own four pillar method: "Make it Easy, Stay Longer, Build Relationships, Make Them Happy" keeping processes simple, people engaged, and results consistent.

Education

Application Rationalization with SAP LeanIX

2025

Certification SAP

Understand key concepts of application landscape management.

Human Resource Management

2023

Coursera

HTML, CSS, and JavaScript programming languages

2023

SheCodes, International Course

Customer Operations Performance Counselling

2022

Majorel

Customer Operations Performance & Quality Assurance

2022

Majorel SAS, Colombia

QA offers a deep understanding of software development cycles, fostering collaboration between teams. It empowers you to identify weaknesses, preventing defects from reaching end-users.

Content Strategy

2020 - 2021

Northwestern University, Miami Fl, USA

QA well-crafted content strategy aligns with the brand's voice, mission, and values, aiming to attract, retain, and convert customers.

Scholarship | Business Administration

2013 - 2018

Universidad IDEAS de Colombia, Bogota, Colombia

Due to my outstanding performance in the national examinations of my country, I was awarded a 100% university scholarship, which allowed me to pursue a higher education.

Professional Experience

Click to download complete resume

Customer Service Manager Startup (MiCasaRenta.co)

Oct 2023 – Aug 2024

Sydney, Australia

Delivered training programs for lodgement teams to improve operational outcomes.

  • Trained 150+ agents in Claim Center new system, reducing AHT from 960 to 750 seconds within 3 months.
  • Designed and updated training materials with measurable performance improvements.
  • Reported on training impact and effectiveness to senior stakeholders.

L&D Facilitator Hollard Insurance

Oct 2023 – Apr 2024

Sydney, Australia

Delivered training programs for lodgement teams to improve operational outcomes.

  • Trained 150+ agents in Claim Center new system, reducing AHT from 960 to 750 seconds within 3 months.
  • Designed and updated training materials with measurable performance improvements.
  • Reported on training impact and effectiveness to senior stakeholders.

Team Manager (Motor Claims) | Auto & General

May 2023 - Jul 2023

Sydney, Australia

Led a customer service team in NSW, driving operational performance and service quality.

  • Led regional and remote teams, improving KPIs and SLAs.
  • Developed productivity reports and enhanced resolution times.
  • Managed daily operations, ensuring smooth workflow and efficient performance.
  • Conducted call audits to maintain quality standards.
  • Managed recruitment, conducted interviews, and refined job descriptions.

Operation manager training & quality Uber, UberEats, Paypal

Jul 2021 - Aug 2022

Barranquilla, Colombia

Managed Training and Quality teams for Uber and PayPal campaigns, ensuring delivery of KPIs across multiple service lines.

  • Monitored performance against KPIs and took corrective action when necessary.
  • Directed teams of 20 - 40 staff with consistent improvement in CSAT, FCR, and NPS.
  • Weekly Performance review
  • Decreased monthly turnover by 5% through coaching and engagement strategies.
  • Reduced AHT from 907 to 790 using a performance framework (“Think Powerful”).
  • Created efficient schedules and assigned tasks to team members.

Team Manager (Customer Service & Quality) | T-Mobile

May 2018 – May 2021

Bogota, COL

Led customer service and quality teams during major operational changes, including the shift to remote work.

  • Ranked as Top Team Leader two years in a row (2019, 2020)
  • Reduced onboarding time for new hires from 5 months to 3 months.
  • Assist in the design and implementation of continuous improvement initiatives and ensures that all opportunities for improving the financial accounting processes are identified and realized.
  • Ensure that customer queries/complaints are satisfactorily resolved or escalated as required.
  • Support the Team Lead in contributing to the achievement of General Accounting and Control performance and quality standards as defined in the relevant service level agreements.
  • Responsible for managing the process related activities performed by the accountants.

Pursuits

More about me

  • Me
  • My teams
  • Volunteer service
  • Personal projects

The Mindset Behind My Leadership

Leadership, for me, is about igniting purpose and building momentum. It’s about helping people see possibilities, not limits, and turning collaboration into progress. That’s why I developed my 4 Pillar Strategy, a simple yet powerful approach to leading with clarity, empathy, and impact.


In the following tabs, you will be able to see the teams I have led and that have motivated me to continue being an excellent leader, the volunteer services I have undertaken, and my passions.

Contact

Contact Me

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