MELISSA MATZ
Denver,CO
Summary
Customer experience professional with 19 years in high-volume, customer-facing environments and 6 years of frontline leadership. Skilled in team management, multichannel support, onboarding and training, troubleshooting, and conflict resolution. Known for empathy, compassion, a positive attitude, strong collaboration skills, and the ability to adapt quickly in fast-paced environments.
Overview
7
7
years of post-secondary education
19
19
years of professional experience
Work History
Assistant Recreation Facility Supervisor
City of Westminster
Westminster, Colorado
08.2018 - 08.2024
- Supervised team of 6-10 Guest Relations clerks, managing scheduling, providing individualized coaching based on employee strengths and learning styles, and contributing to annual performance reviews.
- Acted as an escalation point for difficult and sensitive guest situations, using empathy and de-escalation to resolve conflicts involving crisis situations, disputes, and thefts while coordinating with law enforcement.
- Managed facility emergencies, including power outages and plumbing failures, ensuring service continuity and minimal disruption to operations.
- Worked cross-functionally on a task force to troubleshoot recurring errors in RecTrac, the facility's registration and point-of-sale system.
- Authored detailed, step-by-step training guides covering every transaction type, giving new hires a reliable reference and reducing processing errors.
- Communicated daily with coworkers and other departments via Microsoft Teams and, previously, Zoom, coordinating training, scheduling, and operational updates across the organization.
- Facilitated the review of candidate resumes and led interviews to ensure suitable hiring decisions.
- Collaborated with Communications team to create marketing display guides, providing clear instructions for use of Marketing Televisions at all 5 city fitness centers.
Guest Relations Clerk II
City of Westminster
Westminster, Colorado
04.2005 - 08.2024
- Delivered multichannel customer support (phone, email, in-person) for recreation facility guests
- Assisted customers with inquiries and complaints in a professional manner.
- Managed part-time work while fulfilling full-time roles from 2013 to 2017.
- Front facing customer service and sales role
- Oversaw facility rentals for large weekend events, provided tours, arranged weddings and anniversary celebrations, finalized contracts, and secured full payments prior to events.
- Cultivated lasting guest relationships through friendly, patient communication, enhancing guest experiences by tracking fitness participation and scheduling services.
- Wrote step-by-step transaction guides later adopted as department-standard training materials.
- Onboarded and trained new guest relations clerks, ensuring they were equipped to deliver excellent customer service.
- Balanced part-time work alongside full-time roles during 2013 to 2017.
Manufacturing Planning Associate, Space Systems
Lockheed Martin
03.2016 - 05.2017
- Procured materials for the Orion Spacecraft, GPS satellites, and other programs, maintaining zero discrepancies through strict procurement compliance supporting government audits.
- Facilitated communication between government and commercial customers, resolving conflicts effectively through a positive and solution-oriented approach.
- Coordinated real-time problem solving across the organization using Microsoft Instant Messenger, email, and phone to enhance collaboration with coworkers and leadership.
- Established cross-location partnerships (including Florida-Colorado) to expedite critical part deliveries and support procurement negotiations, contributing to reduced program costs while gaining proficiency in SAP for production planning.
Care Team Assistant
UCHealth
09.2013 - 12.2014
- Checked in approximately 100 patients per day across 5 imaging modalities, verifying insurance and coordinating paperwork while maintaining strict HIPAA compliance.
- Communicated and shared medical records with patients, physicians, and external entities via phone, fax, and secure messaging, ensuring privacy and accuracy for time-sensitive requests.
- Took ownership of mammography records process after one day of training, developing a system that met federal deadlines and eliminated unnecessary repeat scans.
- Facilitated communication between technicians, nurses, and patients by routing physician calls and coordinating multi-scan patients in a fast-paced, high-volume environment.
Education
Bachelor's Degree - Political Science, Communication
University of Colorado Denver
Denver, CO 08.2003 - 07.2010
Skills
- Onboarding & Training
- Training guide creation
- Multichannel support
- Troubleshooting
- Performance coaching
- Leadership & Team Management
- Cross-Functional Collaboration
- Procurement compliance
- Problem solving
- Process Improvement
- Empathy and compassion
- Adaptability
- Procurement compliance
- HIPAA Compliance
- SAP
- RecTrac
- HIPAA Compliance
- Microsoft Teams
- Zoom
- Instant Messenger
Personal Information
Title: Customer Support Manager
Timeline
Assistant Recreation Facility Supervisor
City of Westminster
08.2018 - 08.2024
Manufacturing Planning Associate, Space Systems
Lockheed Martin
03.2016 - 05.2017
Care Team Assistant
UCHealth
09.2013 - 12.2014
Guest Relations Clerk II
City of Westminster
04.2005 - 08.2024
Bachelor's Degree - Political Science, Communication
University of Colorado Denver
08.2003 - 07.2010