Microsoft Office
Elizabeth Melgar
Customer Service Representative/Account Manager
East Windsor,NJ
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. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Dietary Server
Wynwood Assis
Customer Service Representative Lead
Crate And Barrel
Cranbury, NJ
07.2022 - Current
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Assessed customer service data to identify and address improvement opportunities.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Reached out to customers after deliveries to ensure these were completed in a timely manner.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Inbound and Outbound calls
Customer Service Representative /Account Manager, Inside Sales
CCL Label Inc
Hightstown, NJ
01.2022 - 07.2022
- Coordinates production of printed materials, PrePress or printing service with customer’s requirements
- Responsible for liaison functions between customers and internal personnel
- Receives calls or emails with POs and generate all the paperwork to produce an order while responding quickly to customer needs and questions
- Confers with customers throughout production to keep them informed of status of job, to solicit and resolve inquiries and complaints, to obtain approval of materials such as artwork, colors, proofs and materials needed to process the order
- Monitor progress of the job order throughout production, confers with establishment personnel, works with production to ensure timely process of job in accordance with customer requirements and company standards
Call Center Representative Lead
Williams Sonoma Inc
South Brunswick, NJ
10.2013 - 10.2021
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Responded to customer calls and emails to answer questions about products and services.
- Cross-trained and backed up other customer service leaders.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved accounting, service and delivery concerns.
- Lead & Assist customer service associates in any of their needs, to complete their job duties.
- Knowledge in using OMS, CCUI, Hub WM, PKMS, Returns processing system, Microsoft office.
- Return Administrative Assistant
- Complete all reports in a timely manner
Dietary Server
Bear Creek Assisted Living
West Windsor, NJ
05.2008 - 10.2013
- Cultivated warm relationships with regular customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Served food and beverages promptly with focused attention to customer needs.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Inspected dishes and utensils for cleanliness.
Education
Associate of Applied Science - Hotel And Restaurant Institution Management
09.2004 - 05.2009
Skills
Administrative support
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Received awards "Above and Beyond" and "Catch the Spirit" for completing projects on time; therefore, the deliveries were completed and deliveries the couldn't get loaded the customers were contacted before preventing escalations.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Software
AS400
OMS
Sales Force
Timeline
Customer Service Representative Lead - Crate And Barrel
07.2022 - Current
Customer Service Representative /Account Manager, Inside Sales - CCL Label Inc
01.2022 - 07.2022
Call Center Representative Lead - Williams Sonoma Inc
10.2013 - 10.2021
Dietary Server - Bear Creek Assisted Living
05.2008 - 10.2013
Mercer County Community College - Associate of Applied Science, Hotel And Restaurant Institution Management
09.2004 - 05.2009
Dietary Server - Wynwood Assis
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