Summary
Overview
Work History
Education
Skills
Timeline
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Melanie Smith

Melanie Smith

Trainer
Gulf Shores,AL

Summary

Hardworking Customer Service Representative with 3+ years of experience working with . Trained in project and time management with extensive knowledge of computers and phones and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seasoned Retail Sales Associate committed to providing high-quality service and superior guest experiences. Positive and infectious personality with excellent interpersonal and relationship-building skills. Well-qualified Tech support proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Maximizes seasonal employment as customer service , getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Relies on 3+ years of experience delivering excellent customer service. Applies thoughtful and practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills. Hardworking customer service bringing 3+ years of experience meeting customer needs via telecommuting roles. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

Sykes Enterprises Inc.
Remote, TN
01.2020 - 06.2020
  • Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
  • Payment Processing
  • Took orders from customers and handled payment processing.
  • Took money and cards from customers to handle payment processing.
  • Interacted with Social Security Administration and other entities for timely processing and delivery of quality customer service and results.
  • Determined proper course of action for claims processing.
  • Coordinated between billing department and customers to resolve problems.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Managed processing, scheduling and execution of customer purchase orders.
  • Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Followed up with customers regularly via phone and email to obtain payments and schedule services.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Gained extensive product knowledge from each department to effectively sell merchandise to customers.
  • Gathered sensitive information to update customer profiles and help with appeals process.
  • Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Documented and communicated all claim activity quickly and efficiently.
  • Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Protected confidential and sensitive information discussed at meetings.
  • Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
  • Kept highly classified and sensitive information completely confidential.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Coordinated [Action] with [Job title] teammates to carry out customer requests.
  • Answered up to [Number] incoming calls in busy, fast-paced global call center.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Educated customers how to use company systems, complete forms and obtain desired services.
  • Troubleshot service and internet issues by phone.
  • Responded to customer comments and questions via LiveChat during [Number]-hour shifts.
  • Maintained statistical database of customers using [Software] for types of customer complaints, resolutions offered by organization, and satisfaction rating by customer.
  • Discovered and resolved complex customer issues negatively affecting business outcomes.
  • Resolved complex customer issues by identifying source of customer's issue and resolving in timely manner.
  • Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
  • Conducted daily follow-up calls to answer client's questions and manage sales process.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Customer Service Cashier

Lenoir City High School
Lenoir City, TN
08.2018 - 12.2019
  • Counted cash in register drawer at beginning and end of shift.
  • Requested official identification purchases and verified details, consistently meeting strict legal standards of underage sales.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Handled approximately 100 or more daily credit and cash transactions for customers with accuracy and speed.
  • Maintained reports of transactions and greeted customers when entering and leaving establishment.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Counted money in drawers at beginning and end of each shift.
  • Checked prices for customers and processed items sold by scanning barcodes.
  • Reviewed and resolved differences between accounting information and cash drawer.
  • Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Assisted customers by answering questions and fulfilling requests.

Customer Service Manager/Bookkeeper

Ingles Markets
Lenoir City, TN
01.2007 - 07.2010
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Exceeded team goals and collaborated with staff members


    to implement customer service initiatives.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
  • Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
  • Followed through with client requests to resolve problems.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Improved customer service initiatives by streamlining sales and order management processes.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Worked with marketing department to launch and manage promotional activities and campaigns.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.

Bookkeeper

First National Bank Of Lenoir City
Lenoir City, TN
02.1999 - 05.2003
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
  • Eliminated discrepancies in finances by expertly documenting expenses, monitoring income, handling bank deposits and managing statements.
  • Monitored, verified and approved invoices and reviewed balances using financial software to assess balance sheet for variances.
  • Reported financial data and updated financial records in ledgers and journals.
  • Supported operations by communicating with customers, filing documents and managing data.
  • Proactively identified all accounting errors by developing cross-referencing databases.
  • Established QuickBooks accounting system to reflect accurate financial records.
  • Maintained and processed invoices, deposits and money logs.
  • Maintained account accuracy by reviewing and reconciling checks monthly.
  • Analyzed figures, postings and documents to maintain accounting program accuracy.
  • Reviewed and processed employee expense reports and vendor invoices for payment.
  • Maximized client loyalty and satisfaction with prompt, thorough and timely resolutions.
  • Assessed data and information to verify entry, calculation and billing code accuracy.
  • Organized and carried out efficient month-end, quarterly and year-end processes.
  • Analyzed financial data derived from multiple reporting systems to develop recommendations for operational and performance improvements.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
  • Verified postings to ledgers to confirm accurate entry and account balances.
  • Verified accurate recordkeeping processes, effectively reducing financial inconsistencies.
  • Planned efficient emergency procedures to save time for introducing special projects.

Education

High School Diploma -

Continental Academie
Lenoir City, TN
05.1999

Skills

  • International sales support
  • Sales expertise
  • Inbound and Outbound Calling
  • Professional telephone demeanor
  • Order Fulfillment
  • Recordkeeping strengths
  • Good listening skills
  • Multi-line phone talent
  • Credit card processing
  • Report preparation
  • Creative problem solving
  • Complaint resolution
  • Receiving support
  • Service standard compliance
  • Technical Support
  • Money handling abilities

Timeline

Customer Service Representative

Sykes Enterprises Inc.
01.2020 - 06.2020

Customer Service Cashier

Lenoir City High School
08.2018 - 12.2019

Customer Service Manager/Bookkeeper

Ingles Markets
01.2007 - 07.2010

Bookkeeper

First National Bank Of Lenoir City
02.1999 - 05.2003

High School Diploma -

Continental Academie

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