Congratulations to one of our 2024 Leader of the Year Finalists, Melissa Hall!
We’re excited to recognize Melissa Hall as one of our 2024 Leadership Award finalists.
Melissa has been an incredible asset to our IT team this year, seamlessly transitioning into project management while continuing to oversee the print side of AMP and her three direct reports. Her impact has been transformative across the Development and Data Analytics support board. Melissa’s expertise and problem-solving skills have brought greater organization and clarity to our processes. She has been instrumental in refining how ideas are turned into actionable stories, asking the right questions, and solving potential problems before they arise. Alongside the project management team, she ensures good ideas are efficiently shepherded from conception through development and implementation.
When Melissa joined the department, our backlog of tickets awaiting review and processing was significantly higher than it is today. Previously, ticket escalation and follow-up were managed by just two people overseeing multiple areas. Melissa stepped in to streamline the process, thoroughly investigating issues before escalation, ensuring quick assignment, and clearly communicating priorities. Thanks to her efforts, the average ticket escalation queue dropped from 90 tickets to a much more manageable 65–70.
Melissa also took on user acceptance testing (UAT) of support items, ensuring solutions were resolved, deployed quickly, and aligned with future releases. She expanded the Project Management Process and Workflow, integrating project requests from Zendesk directly into our Roadmapping board, enabling the PM team to prepare requests for developers and align them with the next available sprint.
Her dedication has not only lightened the workload for her direct manager, Kristin Bayle, but also improved the efficiency and success of the entire team.
Thank you, Melissa, for your leadership, hard work, and commitment to excellence. We’re so proud to have you as part of our team and thrilled to celebrate your contributions.
