Melinda Benton
Chicago,IL
Summary
Over 20 years of successful experience in Customer Service that also includes Police Communications. Dedicated to providing exceptional customer service. Reliable and upbeat at promoting customer loyalty, satisfaction; improving customer satisfaction, and defusing the toughest clients. Excellent communication and interpersonal skills and the ability to respectfully interface with management and from various departments and divisions
Also, knowledgeable about product merchandising, payment processing and cleaning. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
25
25
years of professional experience
Work History
Wireless Expert
Verizon Wireless
10.2005 - 10.2023
- Provides first call resolution by addressing customers’ concerns regarding their Wireless Accounts
- Handles a high volume of inbound customer calls (50-60 per day); research/resolving billing inquiries, explains products/services, troubleshoot service equipment issues
- Escalation Department (Backup Support): assists with secondary level of providing critical thinking at its finest to a customer’s account for final resolution
- Mentor Assignment: To assist the Training Department with newly hired employees; helping to develop/critique call-taking skills.
- Monitored wireless sales space to establish familiarity with various carriers.
- Maintained sound knowledge of company product suites.
Customer Service Representative
AAA
01.2002 - 01.2005
- Assisted Non-AAA & AAA Members with processing calls for dispatch for emergency roadside assistance, membership verification services, clerical duties, and data entry
- Call Back-Dispatch: Liaison between the customer and the Wrecker Station to ensure services were provided in a timely manner.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Police Operator
New Orleans Police Department
01.1999 - 01.2003
- Screened incoming telephone calls from citizens or other departmental personnel
- Obtained correct information, determined necessary action, and processed those calls for emergency assistance
- Help Desk: answered certain ring-down lines from certain city & governmental agencies
- Also, assisted with alarm companies
- TAO: (Towing Allocation Officer) responsible for dispatching to various towing companies for vehicles involved in accidents or for not having insurance.
- Provided on-the-job training to newly hired workers and team members.
Education
Certification & Classes
Humanities of the Arts, Undergraduate -
University of Louisiana
01.1996
Skills
- Strong communication
- Active Listening
- Critical thinker
- Judgement & decision Making
- Solid computer skills
- Wireless Infrastructure
- Wireless Networking
- Wireless Device Management
- Wireless Protocols
Timeline
Wireless Expert
Verizon Wireless
10.2005 - 10.2023
Customer Service Representative
AAA
01.2002 - 01.2005
Police Operator
New Orleans Police Department
01.1999 - 01.2003
Certification & Classes
Humanities of the Arts, Undergraduate -
University of Louisiana