Melisa Pal
Saint Paul,MN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
McQuillan Bros Plumbing
10.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new personnel regarding company operations, policies and services.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Dispatcher Office Assistant
Forward Air
01.2018 - 10.2022
- Facilitated briefings for field personnel before shifts, providing crucial information regarding potential hazards or priority assignments.
- Managed high-stress situations calmly and effectively, maintaining clear communication channels during emergencies.
- Monitored real-time GPS tracking of units in the field to optimize routing efficiency during emergency callouts.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Excellent communication skills, both verbal and written.
Catering Coordinator
Eurest Compass Group
11.2015 - 01.2018
- Oversaw food preparation and monitored safety protocols.
- Achieved increased client retention rates by providing exceptional customer service throughout the event planning process.
- Coordinated with catering staff to deliver food services for special events and functions.
- Fostered a positive work environment for staff members, encouraging teamwork and open communication among colleagues.
- Maintained high standards of food safety, consistently adhering to all health regulations and guidelines.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Delivered exceptional culinary experiences by working closely with chefs to develop innovative menus tailored to clients'' preferences.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Shift Supervisor
Johnny Rockets Restaurant
06.2009 - 10.2015
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Completed cash and credit card transactions accurately using POS software.
- Responded to and resolved customer questions and concerns.
- Completed store opening and closing procedures and balanced tills.
- Managed staff hiring, training and supervision.
Education
Highland Park High School
Saint Paul, MNSkills
- Account Management
- Remote Office Availability
- Assertiveness
- Data Entry
- Paperwork Processing
- Problem-solving abilities
Timeline
Customer Service Representative
McQuillan Bros Plumbing
10.2022 - Current
Dispatcher Office Assistant
Forward Air
01.2018 - 10.2022
Catering Coordinator
Eurest Compass Group
11.2015 - 01.2018
Shift Supervisor
Johnny Rockets Restaurant
06.2009 - 10.2015
Highland Park High School
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