Melissa Lambert
Westland,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure permanent full time position. Ready to help team achieve company goals.
Overview
14
14
years of professional experience
Work History
RAP Data Analytics Specialist
Opus IVS
Dexter, MI
10.2023 - 02.2024
- Responsible for tracking and documenting Customer Support Technician daily session and call volume count for more than 30 team members.
- Generated more than 10 standard and custom reports to provide insights into business performance.
- Generated ad-hoc reports to evaluate specific business requirements.
- Collaborated with cross-functional teams to define key performance indicators and develop actionable insights from large datasets.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Assisted in leadership responsibilities in absence of team leads and managers.
Supervisor of Client Support
Opus IVS
Dexter, MI
06.2022 - 10.2023
- Responsible interfacing with customers and Customer Support Technicians daily during programming events.
- Responsible for oversight of 20+ team members daily.
- Interview, hire and onboard new team members.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues or concerns.
- Enhanced team productivity through efficient task delegation and clear communication.
- Improved client satisfaction by addressing and resolving concerns with professional, empathetic approach.
- Established trust with clients by maintaining confidentiality and ensuring data privacy.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Participated in interdisciplinary team meetings to coordinate efficient productivity.
- Promoted positive work environment through active listening, empathy, and open communication with colleagues.
- Collaborated with cross-functional teams to optimize resources and ensure seamless service delivery to clients.
- Ensured timely responses to client inquiries, prioritizing urgent requests for faster resolution times.
- Actively participated in team meetings, sharing knowledge, insights, and best practices for efficient problem solving.
- Interacted with team members across departments to research and resolve customer issues.
- Responsible for approving PTO requests and biweekly payroll.
- Conducting routine one on ones with team members.
- Assisted software development QA testing for new internal systems.
Remote Assisted Programming Lead Technician
Opus IVS
Dexter, MI
01.2021 - 06.2022
- Responsible for training and leading CSTs in existing and newly implemented policies and procedures.
- Created workflow documentation used as standard practice.
- Analyzed, reviewed and revised programs to increase operating efficiency.
- Facilitated regular team meetings and employee review sessions, fostering a culture of constant improvement within the group.
- Responsible for maintaining employee performance metrics and monthly one on one sessions.
- Participated in interviewing and on boarding new team members.
- Responsible for responding to client supervisor requests and completing complex vehicle programming.
Remote Assisted Programming Technician Level 1
Opus IVS
Ann Arbor, MI
01.2019 - 01.2021
- Experienced in call center environment setting and carrying out scheduled appointments and service.
- Created SOP documentation for all technicians.
- Trained new employees.
- Served as the standard to which all other technicians were held.
Database Administrator
BraveSoft Tech Inc.
06.2010 - 11.2018
- Experienced in daily configuration, administration, and maintenance for various database types for Level 1 and Level 2 support.
Education
Bachelor of Arts in Language, Literature and Writing for Secondary Education Teachers -
Eastern Michigan University
12.2004
Associate of Arts in General Studies -
Schoolcraft College
04.2001
Skills
- KPI Tracking
- Regulatory Reporting Requirements
- Data and Analytics
- Documentation
- Data Acquisition
- Strong Microsoft office skills
- Team management
- Customer Service
- Payroll management
Timeline
RAP Data Analytics Specialist
Opus IVS
10.2023 - 02.2024
Supervisor of Client Support
Opus IVS
06.2022 - 10.2023
Remote Assisted Programming Lead Technician
Opus IVS
01.2021 - 06.2022
Remote Assisted Programming Technician Level 1
Opus IVS
01.2019 - 01.2021
Database Administrator
BraveSoft Tech Inc.
06.2010 - 11.2018
Bachelor of Arts in Language, Literature and Writing for Secondary Education Teachers -
Eastern Michigan University
Associate of Arts in General Studies -
Schoolcraft College