Melissa Schmidt
Fond Du Lac,WI
Summary
Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, my tenure at Spectrum honed my analytical and critical thinking skills to thrive in data-driven environments. Recognized for exceptional communication and a top performer status, I excel in high-stress situations, ensuring seamless operations and customer satisfaction.
Overview
11
11
years of professional experience
Work History
RSCIV - Quota Analyst
Spectrum
09.2022 - Current
- Participated in collaborative efforts with different teams to identify opportunities for process enhancement and improved efficiency.
- Expertise in working with various software systems such as Avaya, CSG, AVP, FSM and familiarity with other tools such as Salesforce , Peoplesoft, Smart Sheets and Kronos.
- Analyzed historical quota utilization trends and adjusted resource allocation accordingly.
- Formulated tailored improvement initiatives aligned with industry trends to optimize processes, analyzing constraints and challenges to identify opportunities for ongoing enhancements.
- Tracked project schedules and motivated teams to meet deadlines within allotted resources
- Utilized statistical methods and software programs to analyze large datasets, maintaining precise data records.
RSCIII - Dispatch
Spectrum
02.2017 - 09.2022
- Trained new dispatch agents to ensure adherence to company protocols and standard operating procedures.
- Accurately documented all dispatch activities for better record keeping and future reference.
- Streamlined communication between dispatch, field technicians, and customers for efficient coordination of appointments and service updates.
- Optimized resource allocation during peak seasons by analyzing historical data trends and adjusting workforce accordingly.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Customer Service Representative
Spectrum
10.2015 - 02.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled highly escalated calls efficiently and with empathy, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Barista
Starbucks
03.2013 - 10.2015
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Education
Bachelor of Science - Psychology
Marian University
04.2014
Skills
- Communication Management
- Analytical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- Data Entry
- Adaptive and Flexible
- Time Management
- Attention to Detail
- Strategic Planning
Accomplishments
- Achievement Award Winner, Forth Quarter 2019
Timeline
RSCIV - Quota Analyst
Spectrum
09.2022 - Current
RSCIII - Dispatch
Spectrum
02.2017 - 09.2022
Customer Service Representative
Spectrum
10.2015 - 02.2017
Barista
Starbucks
03.2013 - 10.2015
Bachelor of Science - Psychology
Marian University