Team Members Lead

Melissa Mertz

Cell: 215-***-****

Email: *************@*****.***

PROFESSIONAL EXPERIENCE

Iron Mountain, Inc. January 2015 – March 2024

Supervisor, Customer Programs July 2021 - March 2024

Monitor and coach to dashboard management for team members

Develop associates in performance and communication skills, all areas of opportunity

Coach associates on processes, communications, and working with internal and external partners

Develop and enforce team goals, SLAs, and all metrics

Assists sales teams in submitting opportunities correctly

Enhance and implement best practices

Handle escalations to resolution

Develop team culture and provide safe and supportive work environment

Manages queue volumes and associates workflow for best utilization of manpower and resources

Partners with internal and external customers to enhance working relationships

DE&I Council Member for Employee Resource Groups

Team Lead/Quality Coach January 2018 - July 2021

Assists agents daily with process questions in real time

Conducts side by side evaluations with team members and provides immediate feedback

Handles escalated customer calls and requests

Analyze reporting to view trends in agents’ work to identify areas of opportunity

Provide feedback to management regarding agent behaviors to identify areas to improve customer satisfaction scores

Create and implement process documents tailored to customer needs to be more efficient and effective

Reviews and updates existing processes for better practices

Conducts quality evaluations on agents requests per month and conducts coaching session to review in a one-on-one setting to provide process and behavior improvements, and professional development

Creates training documents and presentations for new team members

Works with sales teams to detail custom procedures for onboarding customers to specialty teams

Reviews and maintains daily workflow to maximize productivity throughout the day

Assess and implement changes as needed to agent’s account assignments

Contribute content and conduct huddles twice weekly

Customer Service Associate II January 2015 - January 2018

Is responsible directly for total customer satisfaction of clients that provide nearly $5 million in revenue

Leads conference calls with clients to resolve root cause issues and provide top-notch customer care

Provides team support through auditing and formatting instructions in a special project

Acts and provides information as a subject matter expert in multiple internal processes, such as data compliance and Iron Mountain Connect, and provided training for shred

Collaborated with collections to develop an action plan to resolve customer’s $2 million in bad debt

Employee Resource Group - Veterans@IM, Administrator (previous), Communications Lead (current)

Univest Capital, Inc., Bensalem, PA April 2012 - September 2014

Operations Specialist I

Redesigned, implemented and maintained the workflow for the Operations Department using Excel

Thoroughly reviewed every file for legal compliance, accuracy and completion prior to issuing funds to vendors

Worked quickly and efficiently in fast-paced environment to meet daily and end of the month deadlines

Coordinated with customers and sales representatives to resolve issues in order to complete each deal

Trained team members on data entry into complicated accounting program

Provided additional financial solutions as needed

Univest Bank & Trust Co. Souderton, PA January 2010 - April 2012

Sales & Service Representative/Teller

Interacted with customers to establish needs and provide financial solutions

Handled cash transactions with accuracy.

Balanced cash drawer, vault and automated teller machine

Global Brass and Copper, Inc. East Alton, IL November 2008 – November 2009

Purchasing Assistant

Obtained schematics to provide to vendors for new pricing quotes

Utilized SAP to track and maintain parts in database

Generated, disseminated, received and coordinated purchase and service orders daily

Regions Bank, Belleville, IL 2008 (January – August)

Call Center Branch Support Specialist

Remotely communicated new processes to branch personnel following merger and implementation of new software

Met minimum 80% on-telephone requirements

Regions Bank, Alton, IL September 2006 – January 2007

Teller

Excelled at learning and assisting others with new software.

Maintained excellent customer relations to further bank and customer’s needs.

United States Navy, Worldwide March 1996 – June 2006

Aerographer’s Mate, First Class (Rank E-6)

Analyze weather charts and provide accurate forecasts for local and in-transit pilots

Provide verbal and written briefs for pilots and superior officers

Train and assess junior personnel on all workstations and computer programs

Updated and maintained over 150 Standard Operating Procedures using website-building software

Served as Morale, Welfare & Recreation Secretary and planned quarterly recreational event for 300 personnel

Recorded voice-over and created graphics for daily 2-minute weather brief aired on Armed Forces Network

Used PowerPoint to generate several training briefs for superior officers bi-weekly

Maintained composure while briefing and forecasting during tornado warnings and other severe weather activities

EDUCATION

GRAND CANYON UNIVERSITY, Phoenix, AZ, Masters in Criminal Justice emphasis in Legal Studies 2013, GPA 4.0

AMERICAN INTERCONTINENTAL UNIVERSITY, Hoffman Estates, IL, Bachelor in Business Administration emphasis in Management, 2007, GPA 3.73

Pre-Licensing Course for Private Investigators Completed October 2024

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