Melanie Gurrola
Wheeling,IL
Summary
Dedicated customer service leader known for effective communication and conflict resolution. Proven track record in training employees and managing performance, contributing to improved operational efficiency and enhanced customer satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Service Lead
The Home Depot Inc
Mount Prospect, Illinois
10.2024 - Current
- Managed customer complaints, delivering effective solutions promptly.
- Resolved escalated issues from team members or customers efficiently.
- Monitored staff performance, identifying areas for improvement and ensuring adherence to company standards.
- Trained new team members on customer service protocols, improving onboarding and integration into team.
- Participated in regular meetings with senior management to align customer service initiatives with overall company strategy.
Assistant Manager
Crumbl Cookies
Edgewater, Colorado
02.2024 - 10.2024
- Assisted in managing daily operations of high-volume cookie bakery.
- Trained new team members on customer service and baking procedures.
- Engaged with customers to provide excellent service and address inquiries.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Assistant Manager
Dream Clean Car Wash
Wheeling, Illinois
08.2022 - 01.2024
- Supervised daily operations including scheduling shifts, assigning duties.
- Collaborated with management on developing strategic plans for achieving business goals.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Supported financial transactions and maintained accurate cash handling procedures.
Certified Nursing Assistant
Aspired Living
Prospect Heights, Illinois
05.2021 - 08.2022
- Assisted residents with daily living activities and personal care needs.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Monitored vital signs and reported changes to nursing staff promptly.
- Answered call lights promptly and responded to patient needs accordingly.
- Communicated effectively with residents, families, and team members daily.
- Trained new staff on best practices in resident care and safety procedures.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
Education
High School Diploma -
Wheeling High School
Wheeling 05-2020
Some College (No Degree) - General Studies
William Rainey Harper College
Palatine, ILSkills
- Customer service
- Complaint resolution
- Customer relationship management
- Client engagement
- Phone communication
- Performance monitoring
- Employee training
- Team leadership
- Staff supervision
- Conflict management
- Effective communication
- Cash handling
Timeline
Customer Service Lead
The Home Depot Inc
10.2024 - Current
Assistant Manager
Crumbl Cookies
02.2024 - 10.2024
Assistant Manager
Dream Clean Car Wash
08.2022 - 01.2024
Certified Nursing Assistant
Aspired Living
05.2021 - 08.2022
High School Diploma -
Wheeling High School
Some College (No Degree) - General Studies
William Rainey Harper College