FENISE METELLUS
Oakland Park
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
9
9
years of professional experience
Work History
Scheduler Coordinator
Southeast Home Care Services
Fort Lauderdale
2023.06 - Current
- Maintained accurate records of all tasks completed by the team.
- Assigned tasks to appropriate personnel based on their skill level and availability.
- Coordinated with other departments regarding resources needed for specific projects.
- Communicated schedule changes effectively throughout the organization when necessary.
- Performed data entry into computer systems for tracking purposes.
- Scheduled and confirmed appointments.
- Handled incoming calls and directed callers to appropriate department or employee.
- Maintained positive working relationship with fellow staff and management.
Customer Service Coordinator
ADT
Oakland Park
2020.06 - Current
- Regularly updated customer service database to reflect new information including address changes and contact details.
- Cultivated long-term relationships with customers, encouraging more lucrative business opportunities.
- Brainstormed with other customer service personnel to determine ways to reduce service issues and eliminate keying errors.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Provided customer service assistance to customers via phone and email.
Customer Service Manager
Teleperformance
2018.08 - 2019.03
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Processing orders, forms, applications, and requests
- Communicating and coordinating with colleagues as necessary
- Ensure customer satisfaction and provide professional customer support.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Cashier Assistant Manager
ABC Beauty Supply
2016.04 - 2018.08
- Welcoming customers, answering their questions, helping them locate items, and providing advice or recommendations
- Balancing the cash register and generating reports for credit and debit sales
- Accepting payments, ensuring all prices and quantities are accurate and proving a receipt to every customer
- Processing refunds and exchanges, resolving complaints
- Bagging or wrapping purchases to ensure safe transport
- Following all store procedures regarding coupons, gift cards, or the purchase of specific items, such as alcohol or cigarettes
- Maintaining a clean workspace.
- Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks.
- Built and maintained working relationships with peers and upper management.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
Education
Studies
Fort Lauderdale High School
05.2016
Certificate in Hospitality and Tourism Management -
Florida Atlantic University
Skills
- Team Building
- Team Management and Supervision
- Quality Assurance
- Customer Service
- Microsoft Office
- Multitasking and Prioritization
- Order and Refund Processing
- 40 wpm Typing Speed
- Verbal and Written Communication
- Team Building and Leadership
- Problem-Solving
- Call Center Operations
- Account Authorizations
- Administration and Reporting
- Managing Operations and Efficiency
Timeline
Scheduler Coordinator
Southeast Home Care Services
2023.06 - Current
Customer Service Coordinator
ADT
2020.06 - Current
Customer Service Manager
Teleperformance
2018.08 - 2019.03
Cashier Assistant Manager
ABC Beauty Supply
2016.04 - 2018.08
Studies
Fort Lauderdale High School
Certificate in Hospitality and Tourism Management -
Florida Atlantic University