Hannah Melson
Waynesboro,TN
Summary
Reliable Customer Service Representative with an extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Personable, friendly, and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management, and sales. Dedicated to customer loyalty and satisfaction.
Overview
7
7
years of professional experience
Work History
Housekeeping and Laundry Attendant
NHC Maury Regional Transitional Care Center
Columbia, Tennessee
05.2023 - Current
- Cleaned windowsills, mirrors and fixtures in bathrooms as part of daily duties.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Washed, dried, folded and ironed clothes according to customers' preferences.
- Attended to guest rooms by sweeping, mopping, and vacuuming.
- Reported guest issues, safety and maintenance concerns immediately to supervisor.
- Removed garbage from trash containers in public areas and guest rooms on a regular basis.
- Furnished guests with clean linens and supplied rooms with toiletries.
- Sorted and counted linens and organized in storage areas.
- Inspected each room for cleanliness, utilizing checklist to meet company standards.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Polished and sanitized floors, counters, bathtubs and window sills.
- Reported any maintenance issues to the manager immediately for resolution.
- Responded promptly to guest requests for additional supplies or services.
- Inspected furniture for damage or stains in between guest stays.
- Communicated with maintenance team on damages to repair.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Delivered requested items such as additional pillows or blankets promptly to guests.
- Communicated with customers about requests for additional supplies or cleaning services.
- Laundered sheets and removed stains to restore linens to pristine condition.
- Ensured all guest rooms were clean, comfortable and stocked with necessary amenities.
- Maintained an organized supply closet ensuring that all materials were labeled correctly.
- Followed established safety guidelines while operating equipment such as vacuum cleaners.
- Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.
Grocery Store Manager
Piggly Wiggly Supermarket
Waynesboro, TN
08.2021 - 10.2023
- Monitored daily sales reports and analyzed trends in customer purchases.
- Suggested additional items to every customer to increase sales.
- Resolved customer complaints in a timely manner while maintaining high standards of customer service.
- Ordered merchandise based on customer demand and industry trends.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Developed and implemented strategies to increase customer service levels.
- Managed store personnel, including hiring and training new employees.
- Conducted regular meetings with staff to discuss performance goals.
- Created and managed budgets for travel, training, and team-building activities.
- Organized promotional displays to attract shoppers' attention.
- Collaborated with suppliers to negotiate favorable terms on orders.
- Identified areas of improvement within the store's operations and developed action plans accordingly.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
- Ensured a safe working environment by implementing safety protocols.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Responded to customer concerns and conveyed details about results.
- Supervised team of grocery clerks during their shifts.
- Assisted customers with locating products throughout the store.
- Maintained accurate records of employee attendance and performance evaluations.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Analyzed sales data to identify trends and opportunities for increased profitability.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Prepared weekly schedules for staff members to maximize efficiency.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Performed regular maintenance checks on equipment and facilities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed financial statements to ensure compliance with budget objectives.
- Implemented cost-saving measures to reduce operating expenses.
- Trained new hires on customer service and rotation practices.
- Implemented quality control measures to uphold company standards.
- Promoted special offers through marketing initiatives such as email campaigns.
- Proposed or approved modifications to project plans.
- Identified opportunities to improve operational processes within the store.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed competitive pricing information from other stores in the area.
Call Center Representative
Sprint
Waynesboro, Tennessee
01.2018 - 08.2020
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Promoted available products and services to customers during service, account management and order calls.
- Updated customer accounts, addresses and contact information within call management databases.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Offered resolutions to de-escalate calls and solve customer issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Led on- and off-site customer support teams across multiple time zones.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Prevented key account losses by researching discrepancies and correcting problems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Strengthened customer retention by offering discount options.
- Identified opportunities to improve policies and procedures related to customer service operations.
Education
Some College (No Degree) - Business Administration
Columbia State Community College
Columbia, TNSkills
- Issue troubleshooting
- Health and safety
- Supply inventory management
- Upholstery care
- Web development
- Sales support
- Scheduling
- Analytics
- Research
- Recordkeeping
- Data management
- Tech-Savvy
- Creativity and innovation
- Digital archiving
- Telephone etiquette
- Data interpretation
- Database management
- Professionalism and etiquette
- Quality control
- Interpersonal and social skills
- Teamwork and collaboration
- Adaptability and flexibility
- Research and analysis
- Personable and friendly communications
- Focused and disciplined
- Self-motivated and disciplined
- Disciplined leadership
- Problem resolution
- Microsoft Word
- Customer service
- Computer skills
- Data entry
- Analytical
- Multitasking
- Written communication
Timeline
Housekeeping and Laundry Attendant
NHC Maury Regional Transitional Care Center
05.2023 - Current
Grocery Store Manager
Piggly Wiggly Supermarket
08.2021 - 10.2023
Call Center Representative
Sprint
01.2018 - 08.2020
Some College (No Degree) - Business Administration
Columbia State Community College
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