AUSTIN MELDRUM
Franklin,TN
Summary
Results-driven professional with diverse experience across customer service, team leadership, account management, and client support roles in fast-paced retail, restaurant, and call center environments. Known for building strong relationships, quickly resolving issues, and leading teams with a supportive and positive approach. Skilled in escalation management, operational problem-solving, training new team members, and delivering exceptional customer experiences. Eager to leverage my hands-on leadership background and cross-functional coordination skills to take the next step in my career and continue growing within a dynamic team-oriented organization.
Overview
10
10
years of professional experience
Work History
Client Concierge & Assistant Account Manager
ARCHIMEDES
10.2025 - Current
- Manages client and internal escalations, ensuring issues are resolved efficiently and accurately
- Serves as the eyes and ears of the team on-site, providing real-time feedback on call trends, system issues, and operational bottlenecks
- Supports the Product Director and Senior Account Manager in operational execution, client relationship management, and team guidance
- Serves as the primary point of contact for the client's SOC representatives regarding escalations submitted either through the JIRA ticketing platform or Customer Service inbox
- Manages escalations related to: Member eligibility verification, Billing windows and overrides, System or workflow issues, Client-reported incidents/needs
- Coordinates resolution across Customer Service, Product and Analytics teams
- Monitored daily operations to identify trends, process gaps, and system issues, enabling timely resolutions
- Provides training, guidance, and support to Customer Service on complex issues and standard processes
- Works closely with Learning & Development to ensure Customer Service team is retrained on areas needing improvement
- Provided real-time operational feedback to Product Director and Customer Service leadership, enhancing decision-making
- Assists in SLA monitoring and reporting, helping ensure contractual obligations are met (reporting on complaints)
- Learning to act as backup to Senior Account Manager on client-facing responsibilities, including: Reports distribution, Daily client interactions, Weekly meeting documentation, Trend analysis and issue tracking
- Product & System Support
- Participates in product/system development initiatives by providing: On-the-ground insights from escalations, Observations on system performance, call trends, and workflow friction points
- Supported QA and validation efforts by identifying inconsistencies and errors, contributing to improved service quality
- Cross-Functional Collaboration
- Works closely with: Senior Account Manager for client management, Product Analyst for issue investigation and system enhancements, Learning & Development to improve team training and program and process adherence
- Bridges operational and technical teams to ensure escalations are resolved quickly and accurately
Team Lead
ARCHIMEDES
02.2025 - 10.2025
- Led and managed call center agents, motivating and guiding them to achieve performance goals.
- Provided feedback and coaching to team members, fostering a positive team environment and enhancing team dynamics.
- Problem-solving abilities to address team challenges, resolve conflicts, and ensure operational efficiency.
- Balanced team support and analytics monitoring with recruitment responsibilities, applying knowledge of call center best practices and compliance standards to maintain high-quality support.
- Proficiency in PureCloud software for tracking, analyzing, and reporting on team metrics such as call volume, response times, customer satisfaction scores, and agent productivity.
- Experience in recruiting processes, including sourcing candidates, reviewing resumes, and collaborating with HR to fill job positions.
- Skilled in conducting interviews, assessing candidate qualifications, behavioral fit, and potential for success in a call center role.
Member Service Representative
ARCHIMEDES
08.2024 - 02.2025
- Demonstrated critical thinking in problem-solving scenarios
- Facilitated clear communication to enhance collaboration
- Conflict Resolution
- Assisted colleagues to promote teamwork and collaboration
- How to be a leader in a group of team members
- How to meet deadlines and manage time effectively
- Assisted in delivering training classes for new hires
- Managed multiple projects simultaneously while providing support
- Articulated brand voice to ensure consistency across platforms
Lead Manager
NASHVILLE PIZZA COMPANY
01.2023 - 01.2024
- Guided team members to enhance collaboration
- Proficient Multitasker & Problem Solver
- Strategic Planner
- Efficient Communicator
- Facilitated team-building activities that enhanced interpersonal relationships
- Mediated disputes to create a more positive work environment
Graphic Design Internship
SAFFIRE VAPOR
01.2022 - 01.2023
- Developed visual content that strengthened brand identity
- Utilized analytical skills to assess situations effectively
- Coordinated marketing strategies that boosted brand visibility
- Contributed as a supportive team member in collaborative projects
- Demonstrated leadership by guiding team members toward common goals
- Organized tasks efficiently to ensure timely completion of work
- Cultivated positive relationships with consumers through effective communication
- Expressed brand values clearly to enhance customer understanding
Sales Lead
SAFFIRE VAPOR
01.2021 - 01.2023
- Led sales initiatives resulting in increased revenue growth.
- Analyzed complex problems to develop effective solutions.
- Executed marketing campaigns that improved brand visibility.
- Collaborated with colleagues to foster a positive work environment.
- Demonstrated leadership by guiding team projects.
- Organized tasks to ensure timely project completion.
- Engaged with clients to build satisfaction and trust.
- Conveyed brand values through consistent messaging strategies.
Daycare Counselor
LIFETIME FITNESS
01.2018 - 12.2020
- Supervised children's activities, ensuring safety and facilitating engagement.
- Analyzed situations using critical thinking to make informed decisions for children's well-being.
- Managed office operations to ensure smooth daily activities.
- Fostered collaboration and support within team to enhance group dynamics.
Cook/Assistant Manager
NASHVILLE PIZZA COMPANY
01.2016 - 12.2020
- Led team in achieving project goals through collaboration and shared responsibilities
- Demonstrated multitasking and problem-solving skills to manage diverse tasks effectively
- Evaluated information critically to inform decision-making
- Facilitated communication among team members, improving project alignment
- Reorganized cash drawers to maintain accuracy and accessibility
Salesman/Photography
ADRIAN MAJ PHOTOGRAPHY
01.2016 - 12.2016
- Utilized Photoshop for digital design projects
- Demonstrated problem-solving in team projects
- Employed critical thinking in sales strategies
Education
Bachelors Degree -
MIDDLE TENNESSEE STATE UNIVERSITY
Murfreesboro, TN01-2023
High School Diploma -
FRED J. PAGE HIGH SCHOOL
Franklin, TN01-2018
Skills
- Client relationship management
- Product support
- Escalation management
- Project Management Tools
- Data analysis
- Computer Literacy
- Cross-functional collaboration
- Quality assurance
- Problem-Solving
- Team leadership
- Supportive Leader
- Supportive Team Member
- Highly adaptable
- Strong empathy
- Exceptional Communication
- Information management
Timeline
Client Concierge & Assistant Account Manager
ARCHIMEDES
10.2025 - Current
Team Lead
ARCHIMEDES
02.2025 - 10.2025
Member Service Representative
ARCHIMEDES
08.2024 - 02.2025
Lead Manager
NASHVILLE PIZZA COMPANY
01.2023 - 01.2024
Graphic Design Internship
SAFFIRE VAPOR
01.2022 - 01.2023
Sales Lead
SAFFIRE VAPOR
01.2021 - 01.2023
Daycare Counselor
LIFETIME FITNESS
01.2018 - 12.2020
Cook/Assistant Manager
NASHVILLE PIZZA COMPANY
01.2016 - 12.2020
Salesman/Photography
ADRIAN MAJ PHOTOGRAPHY
01.2016 - 12.2016
Bachelors Degree -
MIDDLE TENNESSEE STATE UNIVERSITY
High School Diploma -
FRED J. PAGE HIGH SCHOOL