Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melanie Bravo

Grand Prairie,TX

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience

Work History

Analyst

Goldman Sachs
09.2021 - Current
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Scheduled and taught online courses to increase learning opportunities.
  • Enhanced employee satisfaction and productivity by troubleshooting and resolving workflow and downtime issues.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Worked effectively with fellow team members to coordinate effective solutions to technical issues.
  • Produced spreadsheets and presentations for internal and customer-facing needs.
  • Strategically distributed administrative tasks amongst technical staff and provided guidance to promote performance.
  • Trained existing employees to maximize team agility and performance.
  • Assisted agents with inquiries on technical tickets and next steps for resolution of customer and agent-facing technical issues.
  • Worked alongside other departments for remediation of all customer-facing technical issues.
  • Composed troubleshooting and agent process procedures for technical issues.
  • Drove technical tickets for efficient and high-paced resolution.
  • Assisted with implementation of new product processes.
  • Acted as team leader in group projects, delegating tasks and providing feedback.
  • Identified issues, analyzed information, and provided solutions to problems.
  • Gained strong leadership skills by managing projects from start to finish.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Customer Success Specialist

Wells Fargo & Company
09.2018 - 09.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Optimized customer support by establishing collaborative service environment.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed over 80 calls on average work day.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems sw
  • Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
  • Responded proactively and positively to rapid change.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Recorded actions taken, issues resolved and important information to effectively manage customer accounts.

Assistant Supervisor

Grand Prairie Independent School District
08.2016 - 09.2018
  • Revised work practices to improve efficiency, boost quality and meet production goals.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Supported Supervisor by preparing production reports and collating quality documentation.
  • Maintained safety records and accident reports for human resources.
  • Coordinated with day shift supervisor to balance staffing as workloads changed.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Managed over 100 students daily.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Identified individual employee's unique work styles and adapted management methods.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and parent demands.
  • Created safe and engaging learning environment for groups of diverse children with various learning styles.

Sales Associate

Guess, Inc.
02.2015 - 08.2016
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Prepared large cash deposits with zero discrepancies.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Achieved perfect attendance and on-time record.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
  • Processed product returns and assisted customers with other selections.
  • Applied security and loss prevention training toward recognizing risks and reducing store theft.
  • Increased sales by 30% on average days.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Spoke to customers in native language to increase loyalty and establish relationships.

Education

High School Diploma -

Mansfield Lake Ridge High School
Mansfield, TX
06.2015

Skills

  • Engaged Leadership
  • Problem-solving and organizational skills
  • JIRA, Confluence, SharePoint experience
  • MS Office
  • Experience working with partners ie, Apple, General Motors
  • Strong communication skills

Timeline

Analyst

Goldman Sachs
09.2021 - Current

Customer Success Specialist

Wells Fargo & Company
09.2018 - 09.2021

Assistant Supervisor

Grand Prairie Independent School District
08.2016 - 09.2018

Sales Associate

Guess, Inc.
02.2015 - 08.2016

High School Diploma -

Mansfield Lake Ridge High School

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Melanie Bravo