Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melana Gardner

Columbus

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

17
17
years of professional experience

Work History

Digital Customer Service Representative

Masterbuilt
02.2021 - Current
  • Exceed expectations of maintaining 35 closed cases per day
  • Effectively read and understand customer's concern(s) to ensure a one-touch resolution response
  • Sustain 90% Quality Score
  • Ebulliently dedicated while learning new material with the merging of companies
  • Submit orders, returns, educate, research, and troubleshoot in accordance with customer's request
  • Communicate and coordinate with colleagues as necessary
  • Exhaust all options before escalating the open case

Customer Service Representative

Check into Cash
08.2019 - 02.2021
  • Welcomed, greeted, and assisted guests in high-traffic store, generating $3,000 of dollars in business
  • Assist in customer account management by accepting payments, monitoring and managing customer appointments
  • Work to meet company set performance standards by leveraging business-to-business partnership opportunities, obtaining referrals, and marketing
  • Utilize personal vehicle to complete bank deposits and other Company business throughout the work day

Teller/Mortgage Loan Officer

Kinetic Credit Union
03.2015 - 08.2019
  • Meet with and interview potential and current clients to understand their lending needs including first-time homeowners for mortgages and refinance of existing loans.
  • Explained the differences between and approval requirements of various types of mortgages; prepared and presented lending packages based on client specifications.
  • • Assisted clients with completion of mortgage applications, and inspected completed documents for accuracy and thoroughness.
  • • Reviewed loan applications, gathered credit histories and reports, and assessed applicants' capacity to repay and default risk.
  • • Based on predetermined requirements, assesses, and grants or rejects mortgage applications.
  • • Viewed or visited property for real estate purchase or refinance.
  • • Maintained knowledge of trends and developments in the local real estate market; current and predicted lending rates; and changes in rules, regulations, and best practices of various mortgages.
  • • Developed and maintained contacts with local realtors, developers, and builders to promote and encourage the use of bank services for residential mortgages.
  • • Performed other duties as assigned

Account Service Specialist/ Billing Coordinator

Aflac
08.2010 - 11.2014
  • Provided comprehensive, prompt, accurate, and efficient member transactions
  • Demonstrated Kinetic application by phone, tablet, or computer for member's comprehension and convenience
  • Balance currency, coins, and checks in cash drawers at the ends of shifts, and calculate daily transactions using computers, calculators, or adding machines
  • Examine checks for endorsements and verify other information such as dates, bank names, identification of the persons receiving payments, and the legality of the documents
  • Resolve problems or discrepancies concerning members' accounts

Sales Associate/ Cashier/ Merchandise Coordinator

Marshalls Department Store
11.2007 - 09.2010
  • Knowledgeable of products such as travelers' checks, savings bonds, money orders, and cashier's checks, using computerized information about members to tailor recommendations
  • Entered members' transactions into computers to record transactions and issue computer-generated receipts
  • Balanced up to 50 accounts simultaneously, maintaining regular contact and professional relationships with each member
  • Answer customer questions regarding problems with their accounts
  • Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports

Education

Associate of Science - Medical Billing And Coding

Miller Motte College
Columbus, GA
03.2020

High School Diploma -

Kendrick High School
Columbus, GA
05.2007

Skills

    Excellent interpersonal and customer service skills

    Excellent organizational skills and attention to detail

    Thorough understanding of Federal Housing Authority (FHA), Veterans Affairs (VA), Federal National Mortgage (Fannie Mae), and other types of construction and conventional loans

    Proficient with Microsoft Office Suite or related software

Timeline

Digital Customer Service Representative

Masterbuilt
02.2021 - Current

Customer Service Representative

Check into Cash
08.2019 - 02.2021

Teller/Mortgage Loan Officer

Kinetic Credit Union
03.2015 - 08.2019

Account Service Specialist/ Billing Coordinator

Aflac
08.2010 - 11.2014

Sales Associate/ Cashier/ Merchandise Coordinator

Marshalls Department Store
11.2007 - 09.2010

High School Diploma -

Kendrick High School

Associate of Science - Medical Billing And Coding

Miller Motte College

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Melana Gardner