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MELINDA ILDEFONSO-McMUNN
Zephyrhills,USA
Summary
Results-driven customer operations leader with a strong track record of elevating service quality and team performance in customer support. Successfully resolved complex escalations while enhancing client relationships through strategic communication. Focused on implementing process improvements that lead to operational excellence and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Lead Customer Service Specialist
Syniverse
Tampa, FL
11.2025 - Current
- Responded promptly to escalated customer complaints, ensuring customer satisfaction.
- Managed customer inquiries across multiple channels, ensuring timely responses.
- Coordinated issue resolution across departments, enhancing service quality.
- Analyzed customer feedback, identifying actionable process improvement opportunities.
- Developed training materials on best practices for service delivery.
- Led team meetings to review performance and share best practices.
- Implemented tools for tracking customer interactions and service requests.
- Fostered a supportive team environment through mentorship initiatives.
Senior Customer Operations Specialist
Syniverse
05.2022 - 11.2025
- Led team of 9-11 in wireless local number portability department, ensuring scheduling SLAs were met while delivering exceptional customer service.
- Acted as primary contact for internal escalations and communications with wireless carriers, resellers, and wireline partners.
- Cultivated strong customer relationships to address concerns, gather data, and analyze issues effectively.
- Complied with business rules for number portability across 1,000+ wireline providers in Canada and the United States.
- Collaborated with vendors on automation applications, streamlining operations and improving efficiency.
- Trained new team members on processes and GUIs.
- Developed and maintained internal documentation and training materials using SharePoint.
- Reported metrics daily, weekly, and monthly utilizing Microsoft Access, Excel, and PowerPoint.
Customer Operations Specialist II
Syniverse
02.2022 - 05.2022
- Monitored and exceeded key performance indicators for quality and productivity as team leader.
- Ensured adherence to customer SLAs, completing cases within established timeframes.
- Resolved or escalated system and customer issues, ensuring timely resolution to meet service standards.
- Delivered first-level technical support for internal issues, ensuring prompt resolution.
- Conducted quality assessments of team members, delivering detailed reports to enhance performance.
- Utilized information to adhere to business rules of wireline providers for local service requests.
- Updated internal records to reflect trading partners' business rules, both automated and manual.
- Supported team lead in training new team members and participating in hiring process to strengthen team.
Customer Operations Specialist I
Syniverse
08.2018 - 02.2022
- Processed wireline number port requests through internal system for timely submission to trading partners across United States and Canada.
- Notified team lead of changes in wireline trading partners' business rules, maintaining compliance with LNP procedures.
- Collaborated with team to maintain SLAs for requests and responses.
- Tracked productivity and quality metrics to ensure alignment with established KPIs.
- Managed all incoming and outgoing calls in accordance with departmental guidelines.
- Identified and reported system issues to minimize customer interruptions.
- Submitted end-of-day reports to management as sole responsibility.
Behavior Detection and Analysis Transportation Security Manager
Transportation Security Administration, U.S. Department of Homeland Security
03.2012 - 02.2014
- Led team of 10 in behavior detection and analysis program at two international airports, enhancing security protocols.
- Exercised quick judgment to identify and mitigate potential harmful activities on airport premises.
- Ensured compliance with BDA management directives and security policies among team members.
- Verified accuracy of referral and incident reports prior to submission to law enforcement.
- Collaborated with stakeholders and law enforcement to improve customer service and ensure safety measures.
- Guided subordinates by answering questions and providing clear support.
- Explained technical procedures in accessible terms tailored to audience comprehension.
- Oversaw safe operation and maintenance of government vehicle, ensuring proper gas card usage.
Expert Transportation Security Officer
Transportation Security Administration, U.S. Department of Homeland Security
05.2009 - 03.2012
- Monitored public activity and engaged with individuals to identify potential threats, contributing to overall safety.
- Coordinated with team members daily to execute threat mitigation strategies, strengthening operational effectiveness.
- Delivered presentations and training sessions for groups of two to 10, enhancing understanding of security protocols.
- Trained peers in Microsoft PowerPoint to improve their presentation skills.
- Maintained organized schedules, performed data entry, and wrote detailed incident reports.
- Assisted others in using Microsoft Word to enhance document preparation efficiency.
- Temporarily promoted to Behavior Detection and Analysis Transportation Security Manager during military deployment.
Master Transportation Security Officer
Transportation Security Administration, U.S. Department of Homeland Security
08.2008 - 05.2009
- Identified elevated suspicion by assessing deviations from established baselines.
- Coordinated with team members and law enforcement to monitor individuals and define expected baselines.
- Developed and maintained multiple baselines within shared infrastructure.
- Strengthened BDA program security through proactive public observation and engagement.
Education
Bachelor of Science Degree - Criminal Justice
University of Phoenix
01-2004
High School Diploma - with Honors
Hernando High School
01-1996
Skills
- Customer service
- Customer support
- Complaint handling
- Documentation skills
- Issue resolution
- Quality assurance
- Process improvement
- Metrics reporting
- Performance analysis
- Data analysis
- Team leadership
- Team performance
- Training development
- Relationship management
- Effective communication
- Interpersonal communication
- Documentation skills
- Attention to detail
- Multitasking and organization
- Customer support
- Dispute resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead Customer Service Specialist
Syniverse
11.2025 - Current
Senior Customer Operations Specialist
Syniverse
05.2022 - 11.2025
Customer Operations Specialist II
Syniverse
02.2022 - 05.2022
Customer Operations Specialist I
Syniverse
08.2018 - 02.2022
Behavior Detection and Analysis Transportation Security Manager
Transportation Security Administration, U.S. Department of Homeland Security
03.2012 - 02.2014
Expert Transportation Security Officer
Transportation Security Administration, U.S. Department of Homeland Security
05.2009 - 03.2012
Master Transportation Security Officer
Transportation Security Administration, U.S. Department of Homeland Security
08.2008 - 05.2009
Bachelor of Science Degree - Criminal Justice
University of Phoenix
High School Diploma - with Honors
Hernando High School