Melissa Leonhardt Email & Phone Number

United States

• As a Brand Analyst Supervisor for a Software-as-a-Service (SaaS) company, I play a crucial role in shaping and maintaining the brand identity and market positioning of our organization. I lead a team of analysts and.
• Plan and organize bi-weekly sprints aligning them with objectives set by Product Owner / Client, leading to smooth project execution and timely delivery
• Effectively communicate and support the team in adapting to changing priorities, resulting in enhanced agility and operational excellence
• Introduced team and individual Key Performance Indicators (KPIs) with attainable targets, providing clear metrics for success and delivering value to clients
• Foster a trusted partnership with the client by maintaining direct coordination during bi-weekly calls, promptly addressing their needs, adjusting priorities and resolving issues Show less

Boise, Idaho

• During my time within Washington Federal, I led various service desk operations, including facilitating high levels of efficiency across schedules, setting priorities, ensuring compliance with SLAs. I pinpointed and.
• Identified and setup metrics for workload and performance.
• Managed various duties within end-user and customer community to achieve and promote excellent customer service… Show more During my time within Washington Federal, I led various service desk operations, including.
• Managed various duties within end-user and customer community to achieve and promote excellent customer service, effective response times, and provide expert insights into general support issues
• Oversaw migration of service desk from Washington to Boise
• Integrated smarter ticketing system with automation to maintain records of the calls for the service desk Show less

Boise, Idaho

• In this role as Operations Center Lead, I spearheaded the creation and maintenance of standard operating procedures related to both server and network operation, backups, monitoring, storage, and administration..
• Developed and implemented key performance indicators for senior management
• Defined and adopted targeted KPIs to drive towards automation, noise reduction, and increased overall team efficiency
• Analyzed business with the collaboration of senior management
• Created automated ticketing to capture incidents in servers for trend analysis Show less

Boise, Idaho

• While working here, I supervised and trained leads and agents across a 24 x 7 x 365 multi-client shared service model. Moreover, I chaired SLAs meetings targeted to define KPIs while driving profitability through.
• Increased team from 10 staff to over a hundred with multiple large accounts.
• Recruited and trained agents as well as conducted performance reviews and management.
• Designed and implemented targeted recognition programs, meaningful metrics for senior leaders as well as agents, feedback through a Quality Assurance program. Show less

Boise, Idaho

I started at the Service Desk at Building Materials Holding Corporation and had been promoted to Operations Center Administrator. The combination of the roles afforded me exposure to many areas of the business, how they used technology and to work with different types of issues. As a Operations Center Administrator my primary focus was backups and ensuring.

Bachelor'S Degree, Information Technology

Bachelor'S Degree, Journalism

Bachelors, Journalism