Melissa Kulp

Experience

• 

  Melissa's Bake Shoppe

  Jan 1991 - Jan 1995

  Owner

  - 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

• 

  Kohl's Department Stores

  Jan 1997 - Jan 1998

  Retail Sales Clerk

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

• 

  OmniPoint, Inc

  Apr 1998 - Feb 2000

  Customer Care Representative

  - 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.

• 

  T-Mobile

  Feb 2000 - now

  - 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 Show less - 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 Show less

  • Sr. Business Analysis Manager

    Aug 2018 - now

  • Business Analysis Manager

    Sept 2016 - Aug 2018

  • Reporting & Analytics, Sr. Analyst

    Jun 2012 - Sept 2016

  • Customer Experience Manager

    Aug 2011 - Sept 2012

  • Senior Analyst

    Dec 2007 - Aug 2011

  • Analyst I & II

    Jun 2004 - Dec 2007

  • Team Lead

    Mar 2003 - Jun 2004

  • Team Coach

    Feb 2000 - Mar 2003