Melissa Kulp Email & Phone Number

Allentown, Pennsylvania Area

Allentown, Pennsylvania Area

- Responsible for the technical design, development and implementation of reporting infrastructure for Closed Loop - an outbound campaign based customer retention program- Assist call centers with Closed Loop operational reporting- Work closely with our database developers to identify and correct data quality issues

Allentown, Pennsylvania Area

- Owner of the Care QGP publication since November 2015 that gives senior leadership insight into weekly performance in relation to quarterly targets -- Improved the process for data collection that eliminated 2 hours of weekly preparation/review meetings for metric owners and accelerated publication timelines- Developed insightful Credit & Adjustment reports for senior leadership that gave visibility to Enterprise, line of business, site and outlier weekly performance to assist in managing C&A Enterprise goals- Simplified the production and improved the visual layout of the CS Weekly Dashboard -- Added automation for publication so data utilized is current versus 1 week old- Created a refreshable report for the new Care West Regional Director that gave additional insights into the trending of the region at both the site and team level for call and site performance metrics

Allentown, Pennsylvania Area

- Designed and published an eService dashboard that trended a few key online company metrics- Created a dashboard to provide insight to the business on how our customers are using our company phone application

Allentown, Pennsylvania Area

- Manage online support content for company devices and services- Create a monthly report detailing web activity- Developed the Device Performance Summary Report representing an overview of key metrics for devices such as: handset exchange rates, returns rates, Quality Knowledge scores and dropped call rates- Created a tool to aid in tracking team resources for Methods & Procedures and Device & Service Support - Mentored/coached members of my team, helping them reach their potential - Collected/analyzed data pertaining to device exchanges and buyer’s remorse- Created surveys for the Sales Trimester Business Reviews with our OEMs - Completed ad-hoc reporting/data pull requests from my manager, as well as, other members of the Device & Service Support team on a daily basis- In depth analysis of the grey market devices on our network- Completed 2007 & 2008 Forecasts of Device Mix on the network for 291, PDA, & DDC to assist Resource Planning in scheduling

Allentown, Pennsylvania Area

- Collected and analyzed data pertaining to Technical Care in all areas- Created Dashboard reports for T-Mobile leadership in key metrics- Developed tools for use by other analysts - Created weekly, monthly and ad hoc reports to help support the Technical Care KPI team in driving key metrics towards company goals- Resource for GetRReal Mentoring and UMA projects- Key role in Call Tracker Sales Campaign & Call Tracker Scale Down projects

Allentown, Pennsylvania Area

- Developed new reporting using the call tracking data captured by Technical Support CSRs

Allentown, Pennsylvania Area

- Set individual and team goals in Quality, Adherence and call times. Helped representative to achieve ‘World Class Customer Service’- Attend weekly Quality calibrations for TSG ~ Monitor representatives to assure they are adhering to the Quality guidelines- Started as a Customer Care Team Coach ~ 5 months later became a Technical Support Team Coach ~ June of 2002 to March 2003 was Wireless Data Team Coach

- Assisted call-in customers with various issues including, but not limited to: Billing, inquires and disputes; account balances, equipment questions and activations of new purchased equipment.- Promoted to Senior Representative August of 1998 – Assisted other Customer Care Representative with the above-mentioned duties.

- Maintained shoe stock on the floor and in the storage room- Assisted customers with purchases and returns

- Owned and operated a bakery stand at the Northampton Farmers Market- Baked products at home each week then sold at the market - Solely responsible for all aspects of the business