Melanie Silva
Victoria,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Connexus Resource Group-Cotiviti
Remote
10.2023 - 01.2024
- Greeted customers in a friendly and professional manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Demonstrated ability to multi-task while speaking with customers on the phone.
- Adhered to company policies and procedures for handling outbound calls.
- Performed data entry into computer system to document all call activity accurately.
Sales Representative
TX Car Title and Payday Loan Services
Victoria, TX
08.2010 - 04.2013
- Verified adequacy of customer collateral for loan security
- Handled issues in loan process by contacting customers by phone, email, or letter
- Identified problematic loans with frequent account and payment reviews
- Smoothed loan closings by collecting necessary paperwork and clearances
- Supported customers throughout application and closing processes
- Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents and promote professional workspace
- Delivered exceptional customer service to bolster strong relationships and build positive experiences
- Calculated interest, principle and payments, verifying figures and correcting discrepancies.
Dental Hygienist Assistant
Dr. Tip Coleman
TX
01.2010 - 04.2010
- Exposed and developed x-ray film
- Kept dental equipment and tools clean, organized and sterilized for use
- Supported dentist by charting conditions of decay and disease
- Assisted with procedures by administering local anesthetic agents and passing instruments
- Strengthened teeth with applied sealants and fluoride treatments
- Recorded and reviewed patient medical histories
- Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents and promote professional workspace
- Sanitized high-touch surfaces to protect personnel and customers from viruses and germs
- Collaborated positively with peers and other staff members to maintain friendly, supportive and cooperative work atmosphere
- Identified signs of gum disease and located periodontal recessed gums with careful examinations.
Sandwich Artist
Subway
TX
05.2008 - 10.2008
- Provided excellent customer service, anticipating problems and resolving issues
- Used POS systems to input orders and process payments
- Memorized menu offerings, combos and featured items to answer questions and make suggestions
- Sanitized work areas, kitchen tools and dishes to comply with health and safety regulations
- Kept storefront clean and tidy, clearing clutter and restocking utensils
- Maintained inventory and stock, completing tasks assigned by management
- Delivered positive service experience when greeting and serving customers
- Participated in regular safety meetings, safety training and hazard assessments
- Worked with minimum direction and periodic supervision
- Monitored stock and replenished low materials on food line
- Greeted guests, answered menu questions and delivered excellent customer service
- Trained junior team members in food handling and customer service procedures.
Attendance Office Assistant
Crain Middle School
TX
08.2007 - 05.2008
- Succeeded in keeping attendance records fully updated and accurate each day
- Kept office file system highly organized and quickly retrieved needed records
- Delivered messages and ran errands for office staff
- Supported team productivity by maintaining consistent office supply levels.
Education
Certification - Dental Assisting -
Dental Assisting School
12.2009
High School -
MEMORIAL HIGH SCHOOL
10.2008
Skills
- Computer literate
- Transferring Calls
- Written/Oral Communication
- Adequate Typing Speed
- Professional Appearance
- Detail Oriented
- Inbound/Outbound Calls
- Data Entry
- Cash Handling
- Customer Service
- Filing
- Organized
- Ability to multitask
- Information Security
- Professional telephone demeanor
- Active Listening
Languages
- Fluent
- English
References
- Jessica Nikirk, Manager at TX Car Title and Payday Loans, 361-548-1390
- James Garza, Manager of Subway, 361-576-5714
- Samantha Garcia, Friend, 361-658-1962
References
References available upon request.
Timeline
Customer Service Representative
Connexus Resource Group-Cotiviti
10.2023 - 01.2024
Sales Representative
TX Car Title and Payday Loan Services
08.2010 - 04.2013
Dental Hygienist Assistant
Dr. Tip Coleman
01.2010 - 04.2010
Sandwich Artist
Subway
05.2008 - 10.2008
Attendance Office Assistant
Crain Middle School
08.2007 - 05.2008
Certification - Dental Assisting -
Dental Assisting School
High School -
MEMORIAL HIGH SCHOOL