Melissa Wollam
Kansas City,FL
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
12
12
years of professional experience
Work History
Lead Chat
Spectrum Mobile
06.2023 - Current
- Company Overview: Mobile Activations and Repair
- Assisting chat agents, taking supervisor escalation chats, and coaching chat agents on Metrics and Sentiment scores
- Run Team Meetings in the absence of the assigned Supervisor
- Perform Agent Coaching in the absence of the assigned Supervisor
- Provide leadership and close chat at the end of the night, during holidays, or in the absence of a Department Supervisor
- Mobile Activations and Repair
Mobile Lead Line
Spectrum Mobile
01.2022 - 06.2023
- Company Overview: Mobile Activations and Repair
- Taking agent assistance calls and Supervisor Escalation calls
- Assisted in coaching agents with high AHT and issues meeting Metrics
- Participated in the Round Table meetings between all sites to assist in streamlining processes
- Activation of Mobile Phones – New -Upgrades – Replacements Phones
- Troubleshooting and resolving mobile customer technology and service issues, including repair, billing, and accounts
- Tiger Team – Resolving and escalating UCM escalation tickets
- Mobile Activations and Repair
Mobile Lead Line
Spectrum Mobile
09.2022 - 01.2023
- Company Overview: Mobile Activations and Repair
- Taking agent assistance calls and Supervisor Escalation calls
- Assisted in coaching agents with high AHT and issues meeting Metrics
- Participated in the Round Table meetings between all sites to assist in streamlining processes
- Activation of Mobile Phones – New -Upgrades – Replacements Phones
- Troubleshooting and resolving mobile customer technology and service issues, including repair, billing, and accounts
- Tiger Team – Resolving and escalating UCM escalation tickets
- Mobile Activations and Repair
Logistics Coordinator
USTC
03.2019 - 02.2020
- Company Overview: Logistics Coordinator – an administrative point of contact responsible for organizing and communicating with various internal/external partners to ensure timely scheduling, preparation, tracking, and delivery support for the Operations groups
- Accurately prepares data entry, and reports
- Research orders analyzes data, prints, and maintains timely computer system records
- Acts as an office administrator, if needed, to prepare emails, respond to phone calls, order supplies and assist the management team with other duties as assigned
- Coordinates inbound/outbound supply chain orders for compliance with USTC procedures, state, federal, and international regulations
- Develops positive cross-department relationships acting as a liaison with local and global employees
- Logistics Coordinator – an administrative point of contact responsible for organizing and communicating with various internal/external partners to ensure timely scheduling, preparation, tracking, and delivery support for the Operations groups
Call Center Agent
CGS Administrators
05.2016 - 09.2018
- Company Overview: Experience call center agent for a contractor of Blue Cross Blue Shield of South Carolina
- Seasoned customer service agent answering incoming calls for multiple programs under the IBOSC umbrella providing program and/or technical support for each of the individual programs based on the contract requirements
- Some of the programs included are the Advance Payment Model (APM), Million Hearts (MHM), Comprehensive Joint Replacement (CJR), Home Health Value-Based Purchasing (HHVBP), Maryland Primary Care Program (MDPCP), Accountable Health Communities (AHC) and Bundled Payments for Care Improvement Advanced (BPCI Adv), CMMI and Salesforce
- Assist with training and development of new agents as needed
- Customer service agent answering calls for an inbound call center supporting the Centers for Medicare and Medicaid Services (CMS) Electronic Health Records (EHR) Information Center
- Experience call center agent for a contractor of Blue Cross Blue Shield of South Carolina
Call Center Agent
Kelly Services
11.2015 - 05.2016
- Company Overview: Customer Service – Call Center Agent -Placed at CGS Administrators
- Customer Service – Call Center Agent -Placed at CGS Administrators
Inside Sales
Trillium Staffing
02.2014 - 05.2015
- Company Overview: Customer Service – Payment Processing – Inside Sales
- Answer incoming calls taking phone orders and payments from new and existing customers
- Provide outgoing support calls for collections, service updates, scheduled deliveries, and pickups
- Payment Processing for new and existing customers
- Complete Daily Driver Paperwork for the Commercial and Roll Off Departments
- This includes printing, mapping, and organizing start-of-day paperwork along with totaling and inputting end-of-day paperwork into the system
- Customer Service – Payment Processing – Inside Sales
Inside Sales
Bounce Logistics
08.2012 - 11.2013
- Company Overview: Inside Sales – Track n Trace
- Sales & Scheduling on all Truckloads, Partials, and Hotshots
- Track n Trace on all Tractor trailers, Cargo Vans, and Sprinters every 2-4 hours during the shift for all running loads
- Provide updates via phone & email to customers on running loads and end-of-load paperwork on all completed loads
- Daily Verification of Insurance and Performance on Carriers and update office lists on approved and priority carriers
- Nights and Weekend Employee Training
- Inside Sales – Track n Trace
Education
BBA -
College
09.2028
Skills
Strategic Thinking
Coaching and Mentoring
Performance Improvement
Problem-solving abilities
Active Listening
Data Entry
Critical Thinking
Customer Service
Computerprograms
- Remedy
- Service Now
- Salesforce
- ASAPP
Timeline
Lead Chat
Spectrum Mobile
06.2023 - Current
Mobile Lead Line
Spectrum Mobile
09.2022 - 01.2023
Mobile Lead Line
Spectrum Mobile
01.2022 - 06.2023
Logistics Coordinator
USTC
03.2019 - 02.2020
Call Center Agent
CGS Administrators
05.2016 - 09.2018
Call Center Agent
Kelly Services
11.2015 - 05.2016
Inside Sales
Trillium Staffing
02.2014 - 05.2015
Inside Sales
Bounce Logistics
08.2012 - 11.2013
BBA -
College
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