Summary
Overview
Work History
Education
Skills
References
Timeline
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Mechelle Bates

Twin City ,GA

Summary

Accomplished professional with a proven track record at Colonial Oil Industries, specializing in complaint resolution and account management. Demonstrated ability to leverage critical thinking and coordination skills to enhance customer satisfaction and streamline operations. Recognized for exceptional problem-solving abilities, contributing to improved service levels and operational efficiency. Career aspirations include further advancing customer experience initiatives within the industry.

Overview

26
26
years of professional experience

Work History

Customer Service Representative

Colonial Oil Industries
Statesboro, Georgia
07.2022 - Current
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Updated and maintained databases with current information.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved customer complaints promptly and efficiently.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Developed positive relationships with customers through friendly interactions.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Assistant Credit Manager

Farmer's Furniture
Swainsboro, GA
04.2020 - 06.2022
  • Verified applicants' references pertaining to employment, health history and social behavior.
  • Coordinated with sales and customer service departments to align credit policies with business objectives.
  • Completed ongoing professional training to facilitate accurate and productive credit management.
  • Maintained accurate and up-to-date records of all credit transactions and decisions.
  • Ensured compliance with applicable laws, regulations and policies related to lending activities.
  • Determined credit approval based on financial standing, credit records and payment history.
  • Negotiated payment plans with delinquent borrowers to reduce losses associated with bad debt write-offs.
  • Coordinated with internal departments to resolve customer inquiries or disputes about billing and payment issues.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Performed due diligence investigations into prospective customers prior to granting new lines of credit.

Team Leader

Tumi Inc.
Vidalia , GA
10.1998 - 10.2019
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Established clear team goals aligned with company objectives, tracking progress regularly.
  • Analyzed key performance indicators to identify effective strategies.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Facilitated team meetings to discuss targets, strategies, and address any issues.
  • Ensured compliance with all safety regulations in the workplace.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Monitored team workload to prevent burnout and ensure equitable task distribution.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Facilitated training sessions for new employees on company policies and procedures.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Established clear expectations for employees, providing guidance when needed.

Education

High School Diploma -

Emanuel County Institute
Twin City, GA
05-1989

Skills

  • Scheduling
  • Complaint resolution
  • Account updating
  • Reading comprehension
  • Inbound and outbound calling
  • Critical thinking
  • Account management
  • Paperwork processing
  • Customer relations
  • Problem-solving
  • Coordination
  • Complaint handling
  • Decision-making
  • Opening and closing accounts
  • Courteous demeanor
  • Call management
  • De-escalation techniques
  • Typing proficiency
  • Hospitality and accommodation

References

References available upon request.

Timeline

Customer Service Representative

Colonial Oil Industries
07.2022 - Current

Assistant Credit Manager

Farmer's Furniture
04.2020 - 06.2022

Team Leader

Tumi Inc.
10.1998 - 10.2019

High School Diploma -

Emanuel County Institute

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Mechelle Bates