Marcela Melendez
West Des Moines,IA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Contact Center Representative
Athene Annuities
02.2018 - Current
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Cross-trained and backed up other customer service managers.
- Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
Payroll Specialist
Adp- Automated Data Processing
08.2006 - 02.2018
- Streamlined payroll processing by implementing an automated timekeeping system.
- Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
- Ensured compliance with federal, state, and local tax regulations through meticulous record-keeping and accurate reporting.
- Prepared year-end reports for W-2s and 1099s, ensuring accuracy and timeliness in tax filing.
- Stayed current on industry trends by attending training sessions and conferences to maintain proficiency in payroll systems and regulations.
- Resolved payroll discrepancies quickly and successfully.
- Provided accurate and appropriate information in response to customer inquiries related to
benefits, payroll, and 401k questions. - Demonstrated mastery of customer service call script
within specified time frames. Improved customer ratings. Properly directed inbound calls in phone queues
to improve call flow
Education
No Degree - Business
William Penn University
Oskaloosa, IANo Degree - Business Education
DeVry University
Villa Park, IL10.2024
Skills
- Performance Metrics
- Decision Making
- CRM Software
- Multitasking
- Interpersonal Skills
- Data Entry
- Adaptability
- Goal Setting
- Customer Service
- Call Center Customer Service
- Data Management
Certification
Payroll fundementals
Timeline
Contact Center Representative
Athene Annuities
02.2018 - Current
Payroll Specialist
Adp- Automated Data Processing
08.2006 - 02.2018
No Degree - Business
William Penn University
No Degree - Business Education
DeVry University
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