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.
Hi, I’m
Melissa Jones
Portland,NY
Summary
Overview
11
years of professional experience
Work History
Enterprise Mobility
Multi-Channel Customer Service Representative Senior
2021.04 - 2024.12 (3 education.years_Label & 8 education.months_Label)
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
2020.06 - 2021.04 (10 education.months_Label)
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
2017.04 - 2020.03 (2 education.years_Label & 11 education.months_Label)
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
2015.03 - 2017.04 (2 education.years_Label & 1 education.month_Label)
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
2013.09 - 2015.03 (1 education.year_Label & 6 education.months_Label)
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 SchoolBrocton, 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
2021.04 - 2024.12 (3 education.years_Label & 8 education.months_Label)
Phone Customer Service Representative
Enterprise Mobility
2020.06 - 2021.04 (10 education.months_Label)
Tour Support Services Representative
Enterprise Mobility
2017.04 - 2020.03 (2 education.years_Label & 11 education.months_Label)
Email Customer Service Representative
Enterprise Mobility
2015.03 - 2017.04 (2 education.years_Label & 1 education.month_Label)
Phone Customer Service Representative
Enterprise Mobility
2013.09 - 2015.03 (1 education.year_Label & 6 education.months_Label)
Brocton Central School
High School Diploma