Kate Melvin
Troy
Summary
Dedicated customer service professional with extensive experience at excelling in first call resolution and complaint handling. Proven ability to train and mentor teams, as well as continuing development help to colleagues. Assists in developing new resources and tools, enhancing service quality and operational efficiency. Adept at research and problem-solving, fostering a collaborative environment to achieve customer satisfaction and operational goals.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Assurant
Springfield, OH
01.2019 - Current
- Resolved customer inquiries/concerns through effective communication and problem-solving techniques to obtain one call resolution.
- Guided customers in navigating policy information and connecting to providers and company resources.
- Collaborated on training resources and development.
- Mentored new representatives on company policies and best practices for customer engagement and quality service.
- Performed additional tasks including account research, correspondence and outbound calling needs when one call resolution was not achieved.
Manager
Five Guys
Springfield, OH
03.2017 - 12.2018
- Oversaw daily operations, ensuring high standards of food quality and service consistency.
- Trained and mentored staff, fostering a collaborative team environment.
- Implemented process improvements that enhanced efficiency and reduced wait times.
- Managed inventory control, ensuring optimal stock levels and minimizing waste.
Assistant Manager
Burger King
Dayton, OH
02.2014 - 07.2018
- Implemented inventory control measures to optimize stock levels and reduce waste.
- Developed staff schedules to ensure adequate coverage during peak hours.
- Ensured compliance with health and safety regulations across all areas of operation.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Promoted teamwork within the workplace by encouraging collaboration.
Education
High School Diploma -
Miami East High School
Casstown, OHSkills
- Customer service
- Complaint handling
- First call resolution
- Adaptability and flexibility
- Research
- Training and development
Timeline
Customer Care Representative
Assurant
01.2019 - Current
Manager
Five Guys
03.2017 - 12.2018
Assistant Manager
Burger King
02.2014 - 07.2018
High School Diploma -
Miami East High School