Overview
Work History
Education
Skills
Certification
Additional Information
Work Availability
Summary
Accomplishments
Software
Timeline
BusinessAnalyst
Melody Ondracek

Melody Ondracek

Manager
Emporia,KS

Overview

24
24
years of professional experience
1
1
Certification

Work History

Guest Service Lead

Pilot Flying J
Highland, IN
03.2019 - Current
  • Cash handling, scheduling of 20+ employees, attended to guest needs and complaints
  • Demonstrated knowledge of profits, loss, and goals
  • Team driver in motivating employees as well as trained all new hires.Achieving established goals set by upper management
  • Delivering staff actions to employees and maintaining store scheduling and development of staff
  • Interviewed and recommended new hires.

I.T. Help Desk Specialist

Luke Family of Brands
Griffith, IN
11.2018 - 03.2019
  • Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service
  • Operating cash registers, managing financial transactions, and balancing drawers
  • Achieving established goals set by upper management
  • Delivering staff actions to employees and maintaining store scheduling and development of staff.

Technical Support Specialist

Aldi Inc
Aurora, IL
09.2017 - 05.2018
  • Provide support to corporate, divisions and/or stores and contacts appropriate internal personnel or external vendors when required to do so
  • Answered incoming support requests from stores regarding hardware/software and network issues, targeting first contact resolution with the end-user on every call
  • Identifies and responds to issues that require training of the end-user, partnering with the business and acting as a liaison between stores and IT operations
  • Suggested process improvements to the supervisor in areas that could positively impact the business and the level of support.

Customer Experience Specialist

Dyson
Aurora, IL
12.2014 - 06.2016
  • Received 50 calls plus a day from customers on a variety of different issues
  • Assisted customers in trouble shooting their machines
  • Was trained and certified on all Dyson products
  • Resolved issues in a timely manner, stayed above average on all phone matrix and had a very high positive standing rate overall with customers.

Medical Billing Specialist Processor

Blue Cross Blue Shield/Aerotek
Oak Brook, IL
01.2014 - 11.2014
  • Had daily assigned tasks that involved carefully correcting members personal information
  • Studied and learned HIPPA and practiced on a daily basis
  • Met and exceeded hourly processing goals, as well as instructed fellow co-workers on following procedures for distributed work
  • Specialized in a variety of software for many duties including, Vantage, System 80, Trace 3.0, and Microsoft Office Suite, including
  • Outlook.

Tier II Tech Support Specialist

US Cellular/Xerox
Bolingbrook, IL
01.2013 - 10.2014
  • Took many inbound calls to trouble shoot equipment, assisted customer in a variety of technical issues, guided customers on recommendations of plans or services to meet needs, self trained and other team members on equipment and services offered
  • Maintained excellent report from fellow customers as well as team members.

Administrative Assistant

Westwood College
Woodridge, IL
10.2010 - 04.2012
  • Maintained support for the dean, registrar as well as the administrative assistant
  • Submitted faxes, emailed students, collected paperwork for graduates
  • Performed graduate audits of records, tracking of student files and private information
  • Maintained security of documentation and school records.

Samsung Specialist Certified, Westwood College, LG Gold
05.2010 - 10.2010
  • Certified
  • Motorola Tech Support Certified
  • Tier II US Cellular Tech

Assistant Manager

Pizza Hut
Downers Grove, IL
08.2001 - 02.2009
  • Provided employee direction, scheduling, staffing, handling customer complaints, projected sales ordering, marketing, management and maintenance of local networks, implementation of strategies to improve sales, cash handling including management of bank deposits, management of inbound phone traffic, employee training, store maintenance and appearance, financial records and reconciliation, ordering product, vendor management, customer order fulfillment

Education

Bachelors of Applied Science - Business Management

Westwood College
2013

Diploma - Medical

Westwood College
2010

Skills

  • Microsoft applications including Quickbooks, Excel and Outlook
  • Expert in Google applications ie Chrome, Google docs, sheets, drive, Gmail, maps
  • Apple software and Mac experience
  • Proficient in Microsoft Office 2007
  • G/LTE
  • Administrative Experience
  • Microsoft Office
  • Retail Sales
  • Upselling
  • Technical Support
  • Microsoft Excel
  • Microsoft Word
  • Microsoft Outlook
  • QuickBooks
  • WAN
  • VPN
  • CRM Software
  • Active Directory
  • DNS
  • Ethernet
  • Linux
  • Time management
  • Computer literacy
  • Sales
  • English
  • Social media management
  • IT
  • Live chat
  • Zendesk
  • Mentoring
  • Microsoft Windows Server
  • DHCP
  • Citrix
  • TCP/IP
  • Software troubleshooting
  • VoIP
  • Microsoft Exchange
  • IT support
  • Google Suite
  • Microsoft Powerpoint
  • AS400
  • Customer support
  • Medical coding
  • Cashiering
  • Assessments
  • Technical Support: Customer Situations — Familiar
  • August 2020
  • Responding to technical support situations with sensitivity
  • Full results: Familiar
  • Call Center Customer Service — Proficient
  • June 2020

Certification

  • Years)
  • Management Experience (10+ years)
  • Troubleshooting (10+ years)
  • Training & Development (10+ years)
  • Customer Care (10+ years)
  • Phone Etiquette
  • Data Entry
  • 4

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Summary

Passionate [Job Title] with strong background guiding team of service professionals delivering highest quality [Type] services to guests. Tactful team leader with proven track record in training and supervising team members for compliance with operating procedures. Gifted at coaching staff and personally resolving complex issues to deliver ideal guest experiences. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Accomplishments

  • Supervised team of 25 staff members.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Software

Microsoft Office

Zendesk

Timeline

Guest Service Lead

Pilot Flying J
03.2019 - Current

I.T. Help Desk Specialist

Luke Family of Brands
11.2018 - 03.2019

Technical Support Specialist

Aldi Inc
09.2017 - 05.2018

Customer Experience Specialist

Dyson
12.2014 - 06.2016

Medical Billing Specialist Processor

Blue Cross Blue Shield/Aerotek
01.2014 - 11.2014

Tier II Tech Support Specialist

US Cellular/Xerox
01.2013 - 10.2014

Administrative Assistant

Westwood College
10.2010 - 04.2012

Samsung Specialist Certified, Westwood College, LG Gold
05.2010 - 10.2010

Assistant Manager

Pizza Hut
08.2001 - 02.2009

Bachelors of Applied Science - Business Management

Westwood College

Diploma - Medical

Westwood College

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