Melina Alvarez
San Antonio,TX
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Ace Hardware
08.2021 - 10.2023
- Counted and balanced drawers at the end of the day. Made regular deposits and noted of any minor changes in deposits and drawers.
- Updated inventory by imputing items in computer, made orders and handled all purchases for orders big and small.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Assistant Project Manager
Enterprise Solutions
09.2019 - 07.2021
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Partnered with project team members to identify and quickly address problems.
- Planned, monitored and analyzed project costs to meet financial goals.
- Led team meetings to assess project progress and plan appropriately to meet delivery targets.
Customer Service Specialist
Bed Bath & Beyond
01.2016 - 09.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Education
Associate of Science - Accounting And Minor Science
Northeast Lakeview College
Universal City, TX08.2025
High School Diploma -
Macarthur High School
San Antonio, TX06.2019
Skills
- Schedule Coordination
- Training and Mentoring
- Information Security
- Complaint Resolution
- Call Center Operations
- Account Management
Timeline
Customer Service Manager
Ace Hardware
08.2021 - 10.2023
Assistant Project Manager
Enterprise Solutions
09.2019 - 07.2021
Customer Service Specialist
Bed Bath & Beyond
01.2016 - 09.2019
Associate of Science - Accounting And Minor Science
Northeast Lakeview College
High School Diploma -
Macarthur High School
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