Melanie Lee

Customer Service Rep for Mass Unemployment Agency:

•Resolved complex issues related to claims, improving overall customer satisfaction.
•Collaborated with state agencies to ensure compliance with regulations and policies.
•Utilized CRM tools to track and manage claimant interactions, enhancing efficiency.

Federal Employee for the Federal Student Loan Agency:

•Guided borrowers through loan repayment options, ensuring clarity and understanding.
•Collaborated with federal agencies to stay updated on loan policies and regulations.
•Managed and resolved borrower disputes, ensuring timely resolution and high satisfaction rates.
•Utilized data analytics to monitor loan repayment trends and provide actionable insights.

• Provided expert support during the onboarding process of VIP clients, aiding in their decision-making for optimum technology solutions
• Exceeded client satisfaction goals by 50% by implementing effective on-site support strategies for addressing WAN and LAN technology issues
• Through proactive client engagement and upselling additional products and services, client accounts and facilitated onboarding processes, increasing account retention by 30%
• Provided technical assistance to customers via phone, email, and online chat.

• Led sales initiatives within the mobile department, achieving monthly sales targets averaging $15,000 in products and accessories
• Achieved top sales performance in the district for three years through successfully implementing upselling and bundling strategies
• Implemented training programs that reduced product return rates by 50% and increased customer retention by 10%, contributing to a 5% improvement in regional sales performance
• Assisted with the role of creating and executing promotional activities and sales campaigns, which drove a 20% increase in average monthly sales and enhanced store profitability
• Led employee training as team lead, provided customer assistance, and increased sales across various departments
• Organized displays according to company standards and specifications
• Regularly monitored store shelves to ensure product availability, restocking and rotating merchandise as needed
• Analyzed inventory levels and made adjustments accordingly for maximum profitability.