Melanie Fischer

Results-oriented Director with 20+ years' experience in service excellence and continuous improvement. Expert in defining service excellence strategies that remove customer friction through AI-tooling, automation, and self-solve solutions. Motivational leader of 300+ staff, skilled in aligning global operations with business OKRs and leading Lean/Six Sigma re-engineering initiatives. Areas of expertise include: - AI & Technology Strategy: Defines and implements strategies to replace legacy tooling with AI-Assistance interwoven with human assistance. - Process Innovation: Uses Lean/Six Sigma to simplify workflows and improve resolution speed - Global Operations Leadership: Leads global teams including outsourced vendor BPO and in-house resolution and escalation teams - Stakeholder Influence: Experienced C-level advisor and member of UK Leadership teams directly reporting to C-suite - Quality Assurance and CSAT: Oversees CSAT and AI and Human-agent QA frameworks to drive Customer-Sen