Summary
Overview
Work History
Education
Skills
Timeline
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Melinda Jensen

Chandler,ARIZONA

Summary

Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

23
23
years of professional experience

Work History

Operations Supervisor

Strategy & Ops Supervisor - Tech & Fios
09.2023 - Current
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Motivated and trained employees to maximize team productivity.
  • Managed internal operational standards and productivity targets.
  • Experience in Microsoft Office and Google Suite.
  • Experience with Performance Assurance and the Enhanced Quality Method, SCQA storytelling.
  • Experience Leading projects and providing guidance on Hot Ticket and Tier 2/3 related items.
  • Experience compiling data and analyzing reports for knowledge gaps and behavior identification.
  • Exposure and familiarity with internal tech & reporting tools from an End User and Operational perspective; 5G Mobility, FWA/5G Home, Fios, NCS Reporting, MetRx, Verint; Scheduling / Interactions /Analytics, TRG, Delphi, MVD, MTAS, MARS, Remote View, NSS Remedy, Syniverse, Digital Locker, Live engage, WFM, Smartsheet's, Slack, Bluejeans, Bluejeans Events, Tableau dashboards, MS Office Suites, Google Office Suites, Sheets, Excel, PowerPoint, Word, Canva license for presentations, Jira for user stories and OEM escalations, and ACSS/POS for all Tech and Specialty teams, to include; Tier 1, 2, Messaging and Social Media teams.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Enjoys collaborating with others as part of a team, comfortable leading others, and works great independently as an individual contributor.
  • Inspected the Device Forums & Alerts platforms with accuracy, reporting problems or defects quickly.
  • Performed frequent visual inspections to root out tolerance and compliance issues.
  • Documented findings and produced reports to aide management in assessing and correcting quality concerns.

CS Ops Supervisor

OP&OO - Tech Enablement
10.2022 - 09.2023
  • Lead a small team of 6 cross-functional Expert Tech Analysts, assisting them through change management and internal organizational structural changes and workstreams.
  • Create, deliver and drive actionable pulse survey feedback and mid/end of year performance ratings to drive innovation, empowerment, motivation and obtainable personal and business goals.
  • Provided a blended team of specialty analysts guidance and support through multiple workstreams with ease.
  • Manage quality of team output to ensure standards / best practices are maintained.
  • Providing developmental opportunities, coaching, 1:1 support and leveraging key learnings and best practices to remove barriers.
  • Supporting internal and cross functional work groups completing assigned tasks within defined parameters and timeline with a high degree of accuracy.
  • Driving operational and process efficiencies/enhancements that improve the experience for our internal and external customers.
  • Provide Leadership support and guidance to a team who directly converses with end user customers as appropriate to bring resolution to issues and gather direct voice of the customer feedback and insights for on-going improvements
  • Deliver high quality analysis through research, observation and gathering of data in order to identify business opportunities.
  • Provides guidance and support to pre/post launch new initiatives, products, devices and enterprise systems.
  • Refines strategy, champions change and drives innovation to create shareholder value

Operations Supervisor

GTC Readiness
10.2017 - 05.2019
  • Supervisor for the Rotational Development Program for the HQ Technical Advisor Group in VCG, responsible for day-to-day and program management for 18 rotational analysts tasked with increasing the overall Tech Acumen for their center and improving the internal and external experience overall to achieve measurable results and program consistency.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Motivated and trained employees to maximize team productivity.
  • Managed internal operational standards and productivity targets.
  • Providing guidance on how to create and conduct workshops, technical coaching, product launch support, and ensuring they continue to foster their relationships and understand the value of networking.
  • Building and maintaining schedules for members in various time zones, creating templates for reporting, readouts, project registers, timesheets and 1:1 mentoring and influencing to aid in the fostering of partnerships with cross-functional teams to achieve project excellence and a world class experience for our customers and for our employees.
  • Serving as expert and SME regarding all troubleshooting tools and processes, Liaison for the NRB, Vision and Network teams.
  • Helping to create a competitive advantage through our people and drive Tech Support Culture.
  • Maintained an 82-94% progression rate throughout the life of the program.

Solutions Advisor

Technical Advisor Group
02.2014 - 10.2017
  • Provided project management support for cross-functional projects and teams by providing SME support for a given area or focus.
  • Tracked KPIs and created continuous improvement plans.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Assisted in development of system security protocols.
  • Identified and resolved problems through root cause analysis and research.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Cultivated relationships with industry leaders and within company to share tips and information.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Gathered, organized and input information into digital database.
  • Maintained database systems to track and analyze operational data.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed effective training plans based on department needs and objectives.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
  • Utilized data visualization tools to effectively communicate business insights.
  • Participated in requirements meetings to understand business needs.
  • Used statistical methods to analyze data and generate useful business reports.
  • Collaborated with business-unit leaders to identify and prioritize problems.
  • Developed customized reports, summarizing and presenting data in visually appealing format.
  • Created dashboards to monitor and track key performance indicators.
  • Created data models to support decision-making processes.

Lead Analyst

Technical Advisor Group
09.2015 - 03.2017
  • Presented business leaders with full KPI assessment and data to drive project planning and resource efficiencies.
  • Internal SME for MTAS, assisting with creating internal training documents on network flow and error correction processes.
  • Developed templates, onboarding material, and diagrams to describe and lay out logical operational steps.
  • Collaborate and assist with various teams including VLSS for tech related process refinement and reduction of work.
  • Provide continuous improvement of trainings, tools and cross-functional processes.
  • Contribute to the development of additional improvements to area of focus.
  • Attend, host and contribute to brainstorming sessions, trainings, procedural copy, and incentive programs.
  • Analyze progress and results along the way to ensure work completion and accuracy while providing recommendations for Gaps in work and/or processes.
  • Detail oriented work, validating and communicating results of specific areas of work.
  • Creating processes and templates to be used as well as producing and communicating project time lines to key stakeholders.
  • Proactively providing feedback as well as accepting and implementing to ensure goals are achieved with little to no concerns.
  • Manipulated, transformed and analyzed data by reviewing computer reports, printouts and performance indicators.
  • Self-motivated, with a strong sense of personal responsibility.

Customer Interaction Analyst

CIRR - Call In Repeat Reduction
12.2013 - 08.2014
  • Evaluated current processes to develop improvement plans.
  • Produced detailed and relevant reports for use in making business decisions.
  • Gathered, documented, and modeled data to assess business trends.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Analyzed and interpreted data to identify trends and recommend improvements.
  • Implemented new strategies to reduce costs and improve efficiency of frontline agents.
  • Analyzed quality and performance data to support operational decision-making.
  • Developed and maintained quality assurance procedure documentation.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Defined and implemented quality initiatives to reduce risk.
  • Edited, proofed and critiqued internal documents to improve clarity.
  • Used MS Office to create presentations, flowcharts and graphs detailing data analysis results.

CRT/ Tech II Coordinator

Tech Support
07.2011 - 12.2013
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Escalated customer issues to management for appropriate action to be taken.
  • Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Met or exceeded customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and backed up other customer service managers.

Technical Coordinator

Tech Support
02.2008 - 07.2011
  • Maintained Leading or high performing throughout tenure.
  • Established troubleshooting strategies to help team members deal swiftly with common problems.
  • Handled escalated calls for technical support to back up team members.
  • Provide exceptional customer service and technical support for internal and external voice and data product customers.
  • Troubleshoot hardware and software issues and identify network/applications issues.
  • Provide detailed information on how to set up/configure data and voice products.
  • Verify provisioning and diagnose device or Network issues.
  • Trouble shoot for PC Operating systems, specifically Device Manager and TCP/IP configuration. Use various administrative department tools and on-line resources for customer resolution.
  • Use trouble ticket system for tracking customer interactions and problem resolution.
  • Evaluate customers concerns and resolve problems to customer satisfaction.
  • Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.
  • Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Voice Coordinator

Voice Tech
02.2007 - 02.2008
  • Provide exceptional customer service and technical support for internal and external voice customers.
  • Use various administrative department tools and on-line resources for customer resolution.
  • Use trouble ticket system for tracking customer interactions and problem resolution.
  • Evaluate customers concerns and resolve problems to customer satisfaction.
  • Demonstrates and practices regularly the skills necessary to handle any CS and/or Voice Problems call type that is routed through the center in this function.
  • Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
  • Effectively walk customers through manually program devices to restore service.

Peer Facilitator

Customer Service
04.2007 - 12.2007
  • Identified areas in need of improvement and implemented solutions.
  • Planned and facilitated process enhancement workshops in accordance with Verizon's L&D curricula, employing varied methods to maximize attendance.
  • Collected data on program efficacy through data analysis and implemented solutions for improvement.
  • Maintained a high level of completion rates for trainings for the Center.
  • Pro-actively mentored peers to ensure quality service and meet training targets.
  • Maintained a solid understanding of products and services in order to facilitate information as needed.
  • Reached out to employees returning to work and mentor them in ordered to maintain completion rates.
  • Partnered with IMT to schedule trainings and maintain appropriate shrink levels.

Customer Service Associate

Verizon
11.2004 - 01.2007
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Proficient in maneuvering thru various screens to assist customers in a timely manner.
  • Consistently negotiate to achieve an win for the company and the customer.
  • Empathize with customers and use problem-solving skills to provide excellent customer service and resolve issues through listening.
  • Effectively complete troubleshooting beyond that which is required in order to achieve first call.
  • Maintain knowledge of products and services.

Specialist E-4

US Army
05.2000 - 06.2004
  • Platoon Leader
  • Completed NOC field training
  • Entrusted with multi-million dollar equipment daily
  • Lead mechanic for Headquarters Alpha company - In charge of performing maintenance and inspection on 30+ vehicles daily
  • Received Leadership award from Post Commander
  • Received Distinguished honor graduate in AIT (Advanced Individual Training)

Education

Associate of Science - Business Administration And Management

Chandler Gilbert Community College
Chandler, AZ
05.2010

Skills

  • Risk Management
  • Project Management
  • Coaching and Facilitation
  • Received Legends in 2019
  • Quality Assurance Performance
  • Experience in the Enhanced Quality Language and Coaching Methods
  • Valid Passport for travel
  • High Performing Leader and Technical Expert, versed in the ANDE model, scientific approach and DMAIC process improvement
  • Quality Assurance
  • Operations Management
  • Delegation
  • Inventory Coordination
  • Employee Development
  • Program Management

Timeline

Operations Supervisor

Strategy & Ops Supervisor - Tech & Fios
09.2023 - Current

CS Ops Supervisor

OP&OO - Tech Enablement
10.2022 - 09.2023

Operations Supervisor

GTC Readiness
10.2017 - 05.2019

Lead Analyst

Technical Advisor Group
09.2015 - 03.2017

Solutions Advisor

Technical Advisor Group
02.2014 - 10.2017

Customer Interaction Analyst

CIRR - Call In Repeat Reduction
12.2013 - 08.2014

CRT/ Tech II Coordinator

Tech Support
07.2011 - 12.2013

Technical Coordinator

Tech Support
02.2008 - 07.2011

Peer Facilitator

Customer Service
04.2007 - 12.2007

Voice Coordinator

Voice Tech
02.2007 - 02.2008

Customer Service Associate

Verizon
11.2004 - 01.2007

Specialist E-4

US Army
05.2000 - 06.2004

Associate of Science - Business Administration And Management

Chandler Gilbert Community College

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