Melanie Chavez
Albuquerque,NM
Summary
A forward-thinking team leader skilled at taking on routine and complex business challenges with resourceful and creative approaches. A successful, dedicated, detail-oriented team player who can handle multiple projects simultaneously with high accuracy. Able to collaborate with cross-functional teams to help support business strategies while decreasing costs.
Overview
23
23
years of professional experience
Work History
Analyst
T-Mobile
06.2016 - 11.2023
- Analyzed customer service trends and identified areas for improvement within department procedures, implementing changes that resulted in more efficient operations by providing actionable insights for business growth.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Optimized core processes to improve business performance and operational agility.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Elite Customer Service Expert
T-Mobile
06.2016 - 02.2022
- Exceeded performance targets consistently through diligence, attention to detail, and strong problem-solving abilities.
- Increased customer loyalty through proactive communication and follow-up after issue resolution.
- Managed high-stress situations with professionalism, maintaining composure while providing exceptional service under pressure.
- Optimized workflow by assigning tasks based on individual skill sets, leading to higher success rates in issue resolution.
- Mentored associate staff, resulting in increased productivity and improved performance metrics.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Supervisor
Sprint
10.2000 - 02.2016
- Served as a subject matter expert and point of escalation for complex customer issues, providing guidance to agents when needed.
- Conducted regular performance reviews, identifying areas of opportunity for agents'' professional development.
- Led process improvement initiatives that reduced operational costs while maintaining high service levels.
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing timely solutions.
- Boosted employee morale and retention by fostering a positive work environment through open communication and constructive feedback.
Education
Bachelor of Science - Business Administration And Management
Colorado Technical University
Colorado Springs, CO03.2021
Skills
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
- Project Management
- Process Improvements
- Root Cause Analysis
- Strategic Planning
Timeline
Analyst
T-Mobile
06.2016 - 11.2023
Elite Customer Service Expert
T-Mobile
06.2016 - 02.2022
Supervisor
Sprint
10.2000 - 02.2016
Bachelor of Science - Business Administration And Management
Colorado Technical University