Melody P Email & Phone Number

Atlanta, Georgia, US

• Manage IT assets for a workforce of 1,400 employees, ensuring non-stop user support via service manager tickets, walk-ins, and phonecalls.
• Implemented inventory system which yielded $100k+ in hardwaresavings company-wide.
• Reduced ticket resolution time by 30%, resulting in higher customersatisfaction scores.
• Handle a workload of over 500 IT support tickets per month withoutbacklog.
• Microsoft 365 experience installing applications, and troubleshooting issues.
• Utilize Active Directory, executing password resets,onboarding/off-boarding, moving laptops to proper OU's.

Atlanta, Georgia, US

• Resolved client and/or merchant technical support issues relating topoint of service (POS) products, such as but not limited to, dial-upcard swipe terminals and standard software-based systems.
• Remoted into client and server computers using Log Me In totroubleshoot Windows and software/hardware.
• Entered required and additional relevant information into Salesforce,and enter tickets in Jira for the development team, while resolvingcustomer issues.
• Improved the internal knowledge base, Confluence, to include newlyimplemented or revised policies, procedures, and regulationsthrough participation in ongoing training.

• Managed staff of 40, including scheduling and overseeing day-to-day operations
• Achieved top customer satisfaction ratings (~90%) by motivating employees to create an entertaining environment
• Hired, onboarded and trained new employees, including instructing on food safety, customer service standards and operations
• Instituted monthly performance reviews to identify issues and increased customer satisfaction ratings from 75% to 85%

Los Angeles, California, US

• Conducted four new menu rollouts and retrained employees on effective marketing strategies
• Managed total restaurant budget averaging $1,000,000
• Facilitated intervention in employee conflict resolution, increasing retention by two points
• Trained five shift leaders on cost-effective techniques of customer service, resulting in a 2% increase in sales
• Performed 25 restaurant audits in compliance with safety and sanitation regulations to ensure the most quick and effective modes of service