Customer Service Experience

Melinda M. Hall

Graham, North Carolina *****

(**6) -639-9064

***********@*****.***

LinkedIn: https://www.linkedin.com/in/melinda-blake-hall-19867a32

Technical Customer Experience Specialist with 10+ years of experience optimizing pre-call operations and driving success in global, diverse environments. Highly motivated and results-oriented, exceeding expectations through process improvement, strong communication, and collaborative teamwork.

Skills:

Global Subject Matter Expert (Pre-Call): Navigate the pre-call ticketing queue, providing guidance and expertise to optimize workflows and processes.

Customer Service & Operational Excellence:

oBoosted team efficiency by 30% through managing daily operations, monitoring queues, and fostering stakeholder engagement.

oSpearheaded the GFS tool development, empowering agents and boosting customer satisfaction by 20%.

oProactively tackled duplicate tickets, delays, and access challenges, saving $180,000 monthly by preventing 30+ unnecessary field trips weekly.

oGenerated data-driven reports to inform continuous improvement initiatives.

Project Management & Team Leadership:

oEnhanced call quality by 15% through conducting weekly meetings, providing constructive feedback, and analyzing failures.

oCollaborated across teams with TPMs, parts vendors, and HTOMs on case management, site access, and scheduling for seamless field engineer deployments.

oManaged Covid-specific site access requirements and provided expertise on special projects, demonstrating leadership and adaptability.

Technical Prowess & Problem-Solving:

oPrevented network outages and ensured timely resolution by proactively contacting customers for field engineer interventions.

oConsistently exceeded expectations by analyzing network impact, access hours, vendor needs, and part delivery for successful interventions.

oPossessed extensive knowledge of Cisco products and installation requirements to optimize field engineer success.

Process Improvement & Innovation:

oStreamlined communication by 12% and enhanced operational efficiency through various process improvements.

oDeveloped and maintained comprehensive wiki databases for customer access requirements, readily empowering team members.

oCreated an automated RMA lookup tool, demonstrating initiative and problem-solving skills.

Experience:

Pre-Call Process Improvement/Project Manager & Global Subject Matter Expert InsightGlobal (Contracting with Cisco Systems) Research Triangle Park, NC August 2018 - Present

Pre-Call Analyst InsightGlobal (Contracting with Cisco Systems) Research Triangle Park, NC April 2014 - August 2018

Quantifiable Achievements:

Increased team efficiency by 30%, customer satisfaction by 20%, and call quality by 15%.

Single-handedly saved $180,000 monthly by preventing 30+ unnecessary field trips weekly.

Streamlined communication by 12% and enhanced operational efficiency through various process improvements.

Education:

Bachelor of Arts - Commercial Arts & Design & Marketing, Virginia State University

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