Melinda Wischer
Cameron Park,CA
Summary
Results-oriented professional with a proven track record in coaching leaders and enhancing team performance to exceed KPIs. Expertise in customer support and SLA management ensures high-quality service delivery and operational efficiency. Strong project management skills facilitate cross-departmental collaboration, driving business initiatives and improving customer experiences. Committed to fostering a positive work environment through effective team leadership and mentorship, optimizing staffing and workflow planning for maximum productivity.
Overview
14
14
years of professional experience
Work History
Senior Customer Support Manager
Poshmark
Redwood City, CA
12.2020 - Current
- Mentored and developed a high-performing team of 20+ Associate Community Managers and Community Managers, utilizing emotional intelligence to enhance leadership capabilities and foster a culture of continuous improvement, resulting in improved operational metrics and team performance.
- Collaborated with senior leaders to communicate key performance indicators (KPIs) across various settings, driving strategic planning initiatives that achieved KPI and service level agreement (SLA) goals through data-driven performance analysis.
- Led cross-functional initiatives to optimize Posh Ambassador II user support, implementing innovative solutions to streamline processes and enhance user experience. Drove strategic initiatives to improve Posh Ambassador II user support, resulting in MoM Time To First Response (TTFR) below 6 hours along with a MoM Customer Satisfaction Score (CSAT) above 85%.
- Designed and implemented a new customer support workflow for Phishing & Spam cases in Salesforce, contributing to a 10% reduction in incoming cases and a 15% increase in customer satisfaction scores while actively participating in interview panels to ensure alignment with organizational goals and values.
Customer Support Manager
Poshmark
Redwood City, CA
07.2020 - 12.2020
- Conducted interviews and screenings to hire potential candidates while coaching and mentoring two team leads and their teams of 8+ associates, successfully guiding them towards the Associate Community Manager level through effective feedback and professional development.
- Communicated daily and weekly department goals to drive team and individual performance while fostering rapport and boosting morale through employee incentive programs.
- Collaborated with Directors and cross-functional teams to define quarterly initiatives, analyze data for strategic planning, and implement product and process enhancements, resulting in improved departmental performance and successful attainment of KPI and SLA goals.
- Identified trends and made product suggestions and improvements based on data analysis; recommended internal process changes for enhanced user experience.
Associate Customer Support Manager
Poshmark
Redwood City, CA
12.2017 - 07.2020
- Engaged with Poshmark users via email, specializing in resolving escalations with a strong focus on ensuring high levels of customer satisfaction.
- Managed teams of 8+ associates, utilizing emotional intelligence to guide them in overcoming performance challenges, while also training and onboarding new hires to ensure their successful integration and performance in their roles.
- Spearheaded creative team-wide initiatives to enhance performance and boost team engagement/morale in a dynamic work environment; managed projects that addressed various business needs.
- Developed and implemented weekly strategies to align team goals with department vision, effectively communicating objectives while analyzing key metrics and trends to drive process and product improvements through in-depth knowledge of operational queues.
Senior Customer Support Advocate
Poshmark
Redwood City, CA
12.2016 - 12.2017
- Engaged with the Poshmark community to address inquiries through various channels, demonstrating a friendly demeanor and ownership of complex issues, which resulted in consistently high customer satisfaction scores (CSAT) and effective problem resolution.
- Proactively identified trends within the product and community, proposing innovative solutions that improved processes and enhanced the user experience, showcasing strong analytical and problem-solving skills.
- Fostered team morale by providing guidance to colleagues, leading multiple initiatives, creating monthly newsletters for community updates, and training and onboarding new hires to strengthen team cohesion and performance.
Customer Support Advocate
Poshmark
Redwood City, CA
12.2015 - 12.2016
- Provided timely, friendly, and professional email support to Poshmark users, enhancing user engagement and satisfaction, while successfully meeting performance metrics for cases resolved and achieving high customer satisfaction scores (CSAT).
- Researched, troubleshooted, and recommended solutions for open orders and account-related issues; gathered feedback and suggestions from the Community.
Assistant Teacher
St. Gregory's Catholic School
San Mateo, CA
08.2014 - 12.2015
- Collaborated with lead teacher in carrying out daily lessons; partnered with teaching staff to achieve learning goals and engagement for grades K & 1; Implemented and executed programs under the guidance of the class teacher while creating a warm welcoming learning environment supporting emotional, academic, and social growth and development for up to 30 students.
- Assisted in ongoing evaluation procedures to assess development levels of children along with grading assignments and maintaining records of student progress.
- Created bulletin boards and displays of pupil work (drawings, writing, school newspaper), along with preparing and making copies of study material and learning aids for distribution to students (textbooks, pencils, notebooks, and other supplies).
Associate Manager
Dethrone Basecamp
Burlingame, CA
03.2013 - 04.2014
- Developed and implemented innovative fitness programs and targeted marketing campaigns that significantly enhanced customer satisfaction, contributed to gym membership growth, and attracted new members while maintaining strong client relationships through personalized fitness counseling.
- Managed staff recruitment, training, and performance evaluations, providing mentorship for career development and ensuring effective team performance in the fitness industry.
- Oversaw daily operations of the fitness facility, including staff scheduling, maintenance, and cleanliness, while preparing monthly reports on key metrics to analyze trends and inform strategic decisions for community engagement initiatives.
Physical Therapy Aide
Sports Therapy Associates
Burlingame, CA
03.2013 - 08.2013
- Communicated and implemented customized treatment plans under the supervision of a licensed physical therapist, utilizing therapeutic modalities to enhance patients' functional abilities and treatment outcomes.
- Instructed and supported patients in active and passive exercises, muscle re-education, and gait training, fostering positive relationships that improved compliance with treatment programs.
- Educated patients and families on therapeutic exercises and activities while maintaining a clean therapy environment and assisting with administrative tasks, including scheduling appointments and managing patient files.
Personal Trainer/ Administrative Assistant
Living Lean
Orinda, CA
05.2011 - 08.2012
- Trained and supported 15+ clients of diverse ages and fitness levels, providing personalized exercise modifications and motivational support to help them achieve their health goals while monitoring progress for continuous improvement. Led 3-5 engaging spin classes weekly, designing inclusive sessions for varying skill levels and promoting wellness programs to enhance the participant experience.
- Managed staff recruitment, training, and scheduling, serving as the primary contact for new hires and ensuring compliance with company policies and instructional techniques.
- Oversaw gym operations by maintaining cleanliness and generating monthly reports for accurate billing. Communicated effectively with clients through letters and newsletters, demonstrating exceptional time management skills by efficiently scheduling client appointments and responding promptly to inquiries via phone, text, and email in a professional manner.
Physical Therapy Aide
Orthopedic Sports and Spine Rehabilitation Center
Palo Alto, CA
07.2011 - 08.2012
- Communicated and implemented customized treatment plans under the supervision of a licensed physical therapist, utilizing therapeutic modalities to enhance patients' functional abilities and treatment outcomes.
- Instructed and supported patients in active and passive exercises, muscle re-education, and gait training, fostering positive relationships that improved compliance with treatment programs.
- Educated patients and families on therapeutic exercises and activities while maintaining a clean therapy environment and assisting with administrative tasks, including scheduling appointments and managing patient files.
Education
California Legal Aspects of Real Estate Certificate -
Aceable Real Estate School
Austin, TX04-2025
California Real Estate Principles Certificate -
Aceable Real Estate School
Austin, TX02.2025
California Real Estate Practice Certficate -
Aceable Real Estate School
Austin, TX01.2025
Bachelor of Arts (B.A.) - Kinesiology
St Mary's College of California
Moraga05.2013
Associate in Arts (A.A.) - Early Childhood Education and Teaching
College of San Mateo
San Mateo05.2013
Skills
- Customer Support
- Team leadership and mentorship
- Project management
- Cross-functional collaboration
- Staffing and workflow planning
- Time management
- Escalation handling
- Strategic planning and problem solving
- Service Level Agreement (SLA) and Key Performance Indicator (KPI) management
Additional Information
- Proficient in Microsoft Word, Excel, Power Point, Google Suite
- Proficient in Canva Designs
- Experience using Service Cloud, Stella Connect, Desk, Mind Body, Assembled, Slack, Looker, Sendgrid, Chat GPT/ Gemini
- Experience in Social Media Support: Instagram and Facebook
- Content Marketing Certification
- Digital Marketing Certification
Affiliations
- Traveling
- Working out
- Spending time with my family
- Arts and crafts
Timeline
Senior Customer Support Manager
Poshmark
12.2020 - Current
Customer Support Manager
Poshmark
07.2020 - 12.2020
Associate Customer Support Manager
Poshmark
12.2017 - 07.2020
Senior Customer Support Advocate
Poshmark
12.2016 - 12.2017
Customer Support Advocate
Poshmark
12.2015 - 12.2016
Assistant Teacher
St. Gregory's Catholic School
08.2014 - 12.2015
Associate Manager
Dethrone Basecamp
03.2013 - 04.2014
Physical Therapy Aide
Sports Therapy Associates
03.2013 - 08.2013
Physical Therapy Aide
Orthopedic Sports and Spine Rehabilitation Center
07.2011 - 08.2012
Personal Trainer/ Administrative Assistant
Living Lean
05.2011 - 08.2012
California Legal Aspects of Real Estate Certificate -
Aceable Real Estate School
California Real Estate Principles Certificate -
Aceable Real Estate School
California Real Estate Practice Certficate -
Aceable Real Estate School
Bachelor of Arts (B.A.) - Kinesiology
St Mary's College of California
Associate in Arts (A.A.) - Early Childhood Education and Teaching
College of San Mateo
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