Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Melissa Jones

Portland,NY
Melissa Jones

Summary

Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.

Overview

11
years of professional experience

Work History

Enterprise Mobility

Multi-Channel Customer Service Representative Senior
04.2021 - 12.2024

Job overview

  • Handle pre and post customer concerns via email and chat
  • Maintained professionalism while working with renters to assist with reservations and addressing concerns
  • Created Team Page in Microsoft Teams to assist with reference and training materials
  • Created Training videos and posted to a Team Ellison YouTube page to allow easier access to training and reference videos
  • Trained new agents as they became part of Super Team Tycoon
  • Trained phone agents on how to process email in InContact during high volume months
  • Created material and trained agents on doing chats in the AWS system
  • Created training material for Talent Development for department new hires
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Enterprise Mobility

Phone Customer Service Representative
06.2020 - 04.2021

Job overview

  • Handled incoming calls for a variety of issues, including but not limited to billing, reservations, loyalty, citations, and general information
  • Handled calls efficiently and multitasked all aspects of the call, such as listening to the customers’ needs while submitting feedback forms, creating reservations, or resolving billing errors

Enterprise Mobility

Tour Support Services Representative
04.2017 - 03.2020

Job overview

  • Handled pre and post customer concerns involving prepaid vouchers for Tour Operators via email and phone
  • Provided excellent customer service via phone and email to Tour Operators to assist with answering general reservation questions, annual Customer Satisfaction of 95.4%
  • Trained to handle large excel spreadsheets to cancel, confirm and modify reservations for Disney and Costco, averaging 193.5 reservations/transactions per day in October
  • Proficient in NatRes 3.0, Odyssey, Dynamics, InContact and RAFWeb and Microsoft Word
  • Exceeded expectations in InContact with a 4:29 minutes per email handle time in first month

Enterprise Mobility

Email Customer Service Representative
03.2015 - 04.2017

Job overview

  • Handle pre and post customer concerns via email and phone
  • Maintained professionalism while working with renters to assist with reservations and addressing concerns
  • Held a 6 month average of 10.15 emails per hour

Enterprise Mobility

Phone Customer Service Representative
09.2013 - 03.2015

Job overview

  • Handled incoming calls efficiently resolving a variety of customer service inquiries including general information, billing, loyalty and citations
  • Handle multiple tasks, such as reading and inputting information, while listening to customers concerns

Education

Brocton Central School
Brocton, NY

High School Diploma

University Overview

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Relationship building
  • Microsoft Excel
  • Complaint resolution
  • Problem resolution

Timeline

Multi-Channel Customer Service Representative Senior
Enterprise Mobility
04.2021 - 12.2024
Phone Customer Service Representative
Enterprise Mobility
06.2020 - 04.2021
Tour Support Services Representative
Enterprise Mobility
04.2017 - 03.2020
Email Customer Service Representative
Enterprise Mobility
03.2015 - 04.2017
Phone Customer Service Representative
Enterprise Mobility
09.2013 - 03.2015
Brocton Central School
High School Diploma
Melissa Jones