Meleeleni Angilau
West Jordan,UT
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Service Escalation Specialist
Willis Towers Watson
Draper, UT
12.2013 - Current
- Adhered to established service level agreements while handling customer escalations.
- Answered incoming customer inquiries and resolved issues related to products or services in a timely manner.
- Developed strategies for preventing future escalations through proactive outreach programs.
- Conducted regular meetings with senior management to review current performance metrics and discuss opportunities for improvement.
- Investigated escalated customer complaints, identified root causes and proposed solutions.
- Documented best practices for resolving escalated customer issues quickly and efficiently.
Supervisor of Operations
Burlington Coat Factoy
Murray City, UT
02.2022 - 10.2023
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Led cross-functional teams in developing innovative solutions for improving operational efficiencies.
- Identified process improvements that could reduce costs or improve service quality and efficiency levels.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
Store Manager of Operations
Family Dollar
Salt Lake City, UT
01.2010 - 10.2013
- Evaluated employee performance on a regular basis to ensure quality standards were met.
- Organized promotional events such as special sales or discounts.
- Monitored stock levels regularly to avoid out-of-stock situations.
- Resolved customer complaints promptly and professionally.
- Maintained records of daily transactions using point-of-sale systems.
- Recruited, trained, coached and mentored staff members in customer service skills.
- Provided feedback on product selection, layout, displays and promotions.
- Implemented effective cost-control measures to maximize profitability.
- Created weekly schedules for staff members according to business needs.
- Managed inventory levels and ensured accurate ordering of merchandise.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
Sales Manager
America's Best Appliances
South Salt Lake City, UT
01.2006 - 01.2010
- Maintained accurate records of all transactions between customers and company representatives.
- Managed daily operations of sales department, including supervision of staff members.
- Identified and developed new markets for products or services.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Resolved customer complaints regarding sales and service.
Education
Some College (No Degree) - Sociology
Bryman Technical College
Salt Lake City, UTSkills
- De-Escalation Techniques
- Complaint Handling
- Customer Empathy
- Escalation management
- Customer Education
- Quality Control
- Customer Service
- Work Prioritization
- Inbound and Outbound Calling
- Team Collaboration
- Professional phone voice
- Active Listening
- Calm Under Pressure
- Interpersonal Communication
- Senior leadership support
- Problem-solving aptitude
- Issue and Complaint Resolution
- Process Improvement
- Complaint resolution
- Problem Resolution
- High-energy attitude
- Employee Coaching
- Relationship Building
- Receiving support
References
References available upon request.
Timeline
Supervisor of Operations
Burlington Coat Factoy
02.2022 - 10.2023
Customer Service Escalation Specialist
Willis Towers Watson
12.2013 - Current
Store Manager of Operations
Family Dollar
01.2010 - 10.2013
Sales Manager
America's Best Appliances
01.2006 - 01.2010
Some College (No Degree) - Sociology
Bryman Technical College