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 work closely with cross-functional departments to ensure consistent brand messaging, monitor market trends, and analyze competitor activities. My expertise in brand strategy, market research, and data analysis is instrumental in driving brand awareness, customer engagement, and… Show more 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 work closely with cross-functional departments to ensure consistent brand messaging, monitor market trends, and analyze competitor activities. My expertise in brand strategy, market research, and data analysis is instrumental in driving brand awareness, customer engagement, and overall business growth.• 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 promptly resolved administrative issues.Following are notable accomplishments includes:• 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 facilitating high levels of efficiency across schedules, setting priorities, ensuring compliance with SLAs. I pinpointed and promptly resolved administrative issues.Following are notable accomplishments includes:• Identified and setup metrics for workload and performance.• 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. Furthermore, I utilized my communication skills to collaborate and build rapport with several teams to search and track new opportunities for the team that resulted in driving resolution lowest level and coordinating training sessions for teams.Small selection of my… Show more 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. Furthermore, I utilized my communication skills to collaborate and build rapport with several teams to search and track new opportunities for the team that resulted in driving resolution lowest level and coordinating training sessions for teams.Small selection of my achievements in this role includes:• 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 effective utilization of resources. In addition, I engaged and cooperated with technical account managers to create monthly metrics. I also built an onboarding team for creating all accounts necessary for new hires and adhering to IT policies and procedures unique to… Show more 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 effective utilization of resources. In addition, I engaged and cooperated with technical account managers to create monthly metrics. I also built an onboarding team for creating all accounts necessary for new hires and adhering to IT policies and procedures unique to each company.My achievements during this tenure are as follows:• 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 the business could recover from backup if there was ever a need.

Bachelor'S Degree, Information Technology

Bachelor'S Degree, Journalism

Bachelors, Journalism