Melanie Moritzky has over 15 years of experience in customer service, event production, and radio show production. She has a proven track record of leading teams, meeting metrics, and ensuring high quality customer experiences. Currently she produces a daily podcast and radio show, managing social media promotion, booking guests, and creative content development. Prior experience includes managing large call center teams, developing training programs, and coordinating major conferences for up to 500 attendees.

1. MELANIE MORITZKY
5883 Pierce St. #204, Arvada, CO 80003 720-317-3010 (C)
QUALIFICATIONSUMMARY
Analytical problemsolver,steadfastworkerandleader, quickthinker, tactful andproductive communicator, willingto
do whatit takes, capable eventdirector,radioshow producer.
EMPLOYMENT HISTORY
Life with Lisa Williams 2015-2016
Producer – June 2015 to Present
Works withshow talent to produce dailypodcast and radio show.
 Edits,produces,publishes,anddistributesdailypodcast,usingAdobe Audition,SoundCloud,iTunes,andWord
Press.
 Manages twosocial mediaplatformstopromote dailypodcasttolisteners.
 Contactspotential guests,booksguests,coordinatesguestcalendar,follows upwithguestspost-interview.
 Researchescontentfordailyradioshow andpodcast.
 Works withhostincreative brainstorming,admintasks,logistics,andcalendarmanagement.Capable talent
handlerat events.
Alpine Access 2003-2015
SeniorTeam Lead – June 2005 to May 2015
Led, trained,and coached a team of customercare professionals(CCPs) tomeetand exceedprogram metricsto
include average handle time,customersatisfaction, and call qualityexcellence.
 Ledclientmeetingstoaddressqualitycontrol issues toensure Service Level Agreementsare met,thatclient-
specificproceduresare followed,and thatcall quality wasproperlycalibrated.
 Managed teamof up to 40 Call Center/CustomerServiceagents.Included coaching,training, andemployingthe
use of motivationaltools. Enacteddisciplinarypractices,including warningsandterminationswhennecessary.
Implementedperformance reviews.
 Developedactionplansaroundperformance metrics,client mindset,rampplans, andtraining, includingweekly
teambuildermeetingswithall agentstoimplementstrategiesforimprovement.
 Utilizedprojecttoolstoassess,communicate,andtransferknowledge andskillstoteammembers.Worked
withmultiple browsersessions,applications,workflowprocesses,anddocumentationpractices.
 Managed call escalationissues bytrouble-shootinganddeescalating.
 Hiredsupervisorswithinspecificprograms.
 Clientsincluded AT&T,Sprint,GECF(GE Money),Office-Depot,and IntuitTurboTax
 Co-implementedTalentKeepers,assisting inlaunchingasuccessful agentretentionprogram
Email and Chat Representative (ASAP) Coach – March 2005 to June 2005
 MonitoredASAPchatroom, instructingagentswhennecessaryoncorrectprocedure.
 Managed agents,ensuringtimelyemail responsestocustomerrequests.
 Took escalationcallsandassistedothercoachesin escalatedASAPcalls.
VikingAgent Coach – January 2005 to March 2005
 Multi-responsibilityrole:teamcoach(ASAP) andCustomerCare Professional
Call CenterRepresentative Apr. 2003 – Jan. 2005
 CustomerService Agenthandlingcustomercallsandorders. Programsinclude 1800Flowers.com,PizzaHut,
DRTV,Office Depot,VikingandOffice Depot/ASAP.
Brown Palace Hotel 1988-1996
Lead Concierge and Room Reservationist– December1988 to November1996
 Staff scheduling,liaisonbetweenguestsandDenverareamerchants,individual andgrouproombooking, eventset-
up and tear-down,andIlovedthisjob.

2. Volunteer Work
 WeeklyService Producerat FoothillsCommunityChurch,2005 - Present
Supervise andcoordinate lighting,sound, andall audio/visual. Managestechsheetimplementation withall
participantsback-stage andon-stage. Manage stage layout.Ensuresthe service runs smoothly,coordinatingthe
worshipband,pastor, andany special guests. Assistpastorwithanyspecial needsforthe service.
 Special Event Producer
“MomsUnleashed” Women’sConference,2014
Memberof the event planningcommittee. Workedcloselywiththe leadplannerregardingall aspectson the dayof
production,includinglighting,soundand audio/visual. Implementedrunsheetforthe event.
Attendance =500.
“Stand Strong” Women’sConference,2015
Memberof the eventplanningcommittee. Responsibleforall aspectsof the productionincludinglighting,sound
and audio/visual. Coordinatedandimplementedrunsheetforthe event.
Attendance =300
 Programming Coordinator
DenverComic Con – CommunityPartners Coordinator,2016
Assistingcommunitybusinesseswithorganizingpanelsforthe event.
Supervise captainsof volunteerteamsduringevent.
EDUCATION MetropolitanState College –Denver,CO
PROFICIENT inWord, Google docs,Excel,Outlook,Citrixapplication,secure VPN,Avaya,Sparkmessenger,Adobe
Audition,Adobechatrooms,SoundCloud,WordPress,Facebook,Twitter.
REFRENCES available uponrequest.