Hi, I’m
Melanie Bahan
Urbana,OH
Summary
Dependable leader bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills. Motivated customer service specialist with over 25 years retail experience in a fast-paced, team-based environment.
Overview
26
years of professional experience
Work History
USPS
PMR (Clerk/backup Postmaster)
04.2019 - 04.2021
Job overview
- Provided service and sales to walk-in customers.
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Weighed letters and packages and calculated costs based on classification, weight and destination.
- Upsold postal services like insurance and tracking.
- Interacted with customers by phone, email, or in-person to provide information.
Champaign Family YMCA
Billing Agent/Customer Service Representative
8 2013 - Current
Job overview
- Provided elevated customer experience to generate loyal clientele.
- Routinely answered customer questions regarding merchandise and pricing.
- Greeted customers entering store to ascertain what each customer wanted or needed.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Answered on average of 20 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Communicated with customers to identify and resolve outstanding payments.
- Trained new employees on multiple billing programs and data entry software.
- Performed accounts receivable duties including invoicing, researching chargebacks, discrepancies and reconciliations.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated accounts with latest personal details and payment information.
- Pursued and processed payments for outstanding balances.
United Midwest Savings Bank
Assistant Manager
01.2017 - 03.2019
Job overview
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Continued education on current banking products and services through BAI.
- Processed quarterly Vault and ATM audits with a zero error rate.
- Pulled daily branch Daily Work reports.
- Coordinated daily cash reconciliation
- Opened accounts
- Handled various accounting transactions.
- Sold cashier's checks, traveler's checks and money orders.
- Executed wire transfers, stop payments and account transfers.
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
- Maintained friendly and professional customer interactions.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Coached team on effective upselling and cross-selling methods.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
Schuler's Bakery Inc
Store Manager
3 2014 - 8 2016
Job overview
- Interviewed job candidates and made staffing decisions.
- Counted cash drawers and made bank deposits.
- Managed staff of 5 sales associates, 1 assistant manager.
- Assigned employees to specific duties to best meet the needs of the store.
- Reordered inventory when it dropped below predetermined levels.
- Instructed staff on appropriately handling difficult and complicated sales.
- Examined merchandise to verify that it was correctly priced and displayed.
- Scheduled and led weekly store meetings for all employees.
- Increased profits through effective sales training and troubleshooting profit loss areas.
- Reported to the district manager regarding all store and staff issues.
- Implemented a new ordering process and identified poor work habits to improve process effectiveness.
- Generated repeat business through exceptional customer service.
- Analyzed and interpreted store trends with to facilitate planning.
- Completed profit and loss performance reports.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
- Implemented new process and identified poor work habits to improve effectiveness.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Kept inventories accurate with daily cycle counts and audits to identify and resolve variances.
- Proactively identified performance gaps among and implemented process improvements to enhance performance.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
- Directed construction of product displays on a daily basis, following corporate planograms, promotions and seasonal trends.
- Coached sales associates on product knowledge by using training tools.
- Led quality-assurance projects and enhanced productivity, realizing increase in profits.
- Recruited, interviewed and hired staff members who brought talent, enthusiasm and experience to skilled team of Customer Service Representatives.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Coached at least 5 sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings.
- Oversaw daily operations of daily start-up, including staffing and training, compliance, inventory control and financial functions.
- Increased profits through effective training and troubleshooting profit loss areas.
Civista Bank
Multiple Positions
01.1998 - 07.2010
Job overview
- Assistant Manager for 8 years
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Continued education on current banking products and services
- Processed quarterly Vault and ATM audits with a zero error rate.
- Pulled daily branch balancing reports.
- Coordinated daily cash reconciliation at high-volume location.
- Trained and directed new hires during department orientations.
- Trust Department Administrative Assistant about 2 years
- Managing account activity
- Client interaction
- Managed Conversion of all trust accounts to another financial institution
Education
Urbana High SchoolUrbana, OH
High School Diploma
1989
Skills
- Professional phone etiquette
- Customer service-oriented
- Works well under pressure
- Accurate and detailed
- Excellent planner and coordinator
- Articulate and well-spoken
- Excellent communication skills
- Proficient in cash management
- Strong client relations
- Organized
- Self-motivated
- Excellent customer service skills
- Hourly shift management
- Store displays
Timeline
PMR (Clerk/backup Postmaster)
USPS
04.2019 - 04.2021
Assistant Manager
United Midwest Savings Bank
01.2017 - 03.2019
Multiple Positions
Civista Bank
01.1998 - 07.2010
Billing Agent/Customer Service Representative
Champaign Family YMCA
8 2013 - Current
Store Manager
Schuler's Bakery Inc
3 2014 - 8 2016
Urbana High School
High School Diploma
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