Summary
Overview
Work History
Education
Skills
Personal Information
Assessments
Affiliations
Timeline
Generic

Melinda Brake

Paris,KY

Summary

Dynamic professional with a proven track record in enhancing customer satisfaction and streamlining operations at Valvoline. Excelled in customer service excellence and issue troubleshooting, achieving significant improvements in support services. Skilled in Salesforce and empathetic communication, adept at fostering team collaboration and managing complex customer inquiries. Demonstrated ability to adapt and excel in fast-paced environments, driving operational efficiency and customer service excellence. Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

32
32
years of professional experience

Work History

Customer Support Specialist

Valvoline
Lexington, KY
08.2022 - Current
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Collected, analyzed and reported on data for use in operational planning.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Applied consultative approach to collect information on customer service, account and technical concerns.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Identified areas of improvement in existing processes or procedures used for providing support services.
  • Researched customer inquiries using available resources such as FAQs and online forums.
  • Assisted in developing training materials related to new products or services being released.
  • Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Oversaw daily performance of computer systems.
  • Recorded all customer interactions into the database system accurately and completely.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Investigated customer complaints regarding product quality or service rendered.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Participated in team meetings to discuss strategies for improving customer experience.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
  • Resolved issues with first call and escalated more complex issues to obtain necessary customer support.

Customer Service Representative

Winn Dixie
Wesley Chapel, US
01.2020 - 03.2020
  • I helped stock shelves ran customer service desk worked in deli and at liquor store
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Provided accurate information about products and services to customers.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Service Advisor

Dakota Truck
Tampa, US
07.2019 - 10.2019
  • I was in charge of writing up service tickets and over seeing 5 technicians
  • Updated databases with new and modified customer data.
  • Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
  • Provided accurate estimates of repair costs, labor times and parts prices to customers.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
  • Ensured that all customer inquiries were handled promptly and accurately.
  • Strengthened customer retention by offering discount options.
  • Greeted customers and addressed their needs in a professional manner.
  • Mentored junior team members and managed employee relationships.
  • Assisted with scheduling appointments for service work to be performed on vehicles.
  • Excelled in exceeding daily credit card application goals.
  • Promoted available products and services to customers during service, account management and order calls.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Maintained records of customer interactions and transactions.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Followed up with existing customers regarding past services performed on their vehicles.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Upsold additional products or services when appropriate.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

Automotive Service Technician

Dakota trucking
Tampa, US
06.2019 - 10.2019
  • Was service manager over five mechanic we worked on all types of vehicles from small to semi trucks and all transportation vehicles for USF and Tampa general
  • Performed minor maintenance services, including gasket replacements, coolant flushes and tune-ups.
  • Replicated customer complaints to diagnose faults in vehicles' systems.
  • Maintained records of services provided according to company policies.
  • Repaired transmissions, engines, coolant systems and suspension systems on vehicles.
  • Conveyed troubleshooting diagnosis to customer and outlined proposed repair plan and associated costs.
  • Conducted routine servicing on fuel, electrical and cooling systems.
  • Kept current with new technology associated with automotive service industry through continuing education courses.
  • Reviewed brakes and assessed whether pads needed replacement, discs should be turned or other service requirements.
  • Examined and inspected damaged vehicles, estimating repair costs prior to performing service.
  • Evaluated vehicle schematics to assess required parts and order accordingly.
  • Provided estimates of cost for needed repairs based upon labor time standards.
  • Tested vehicle engines to ensure proper performance levels of components such as spark plugs and fuel injectors.
  • Diagnosed electronic control modules to determine causes of malfunctioning transmissions or other related parts.
  • Adjusted, repaired or replaced defective automotive parts.
  • Repaired or replaced radiators, water pumps and fuel pumps.
  • Repaired electrical wiring problems on cars including headlights, turn signals and dash lights.
  • Inspected vehicles to assess damage and plan for repairs and new parts.
  • Interpreted drawings and schematics to pinpoint sources of mechanical issues.
  • Rebuilt components and systems to correct faults and achieve desired performance levels.
  • Planned work procedures using charts, technical manuals and experience.
  • Performed maintenance inspections, tune-ups, oil changes and other key services.
  • Rebuilt or replaced carburetors, distributors and starters.
  • Inspected vehicles for damage and recorded findings to facilitate repairs.
  • Calibrated repaired systems to meet performance specifications outlined by manufacturers.
  • Utilized infrared engine analyzers, compression gauges and computerized diagnostic devices to test vehicle components and systems.
  • Filed records with state as part of performing vehicle safety inspections.
  • Utilized specialized tools such as scan tools to troubleshoot engine problems.
  • Assisted other technicians in performing more complex repairs when needed.
  • Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
  • Cleaned up work areas after completion of tasks so that they are orderly for the next job.
  • Wrote up detailed repair orders outlining actions and estimated costs.
  • Inventoried stock, placed orders and verified receipt to keep supplies ready.
  • Adjusted and repaired systems to meet manufacturers' performance specifications.
  • Removed old oil, replaced filters, and added correct amounts of fluids.
  • Adjusted brakes, aligned wheels and performed wheel balancing operations to restore safe driving conditions.
  • Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
  • Tested electronic components and computer controls with specialized devices.
  • Searched within service and maintenance manuals to perform repairs and diagnosis.
  • Monitored shop equipment to maintain safe working condition.
  • Inspected steering systems for wear on ball joints, tie rods and power steering units.
  • Aligned wheels using special alignment equipment and wheel-balancing machines.
  • Reviewed work orders and discussed with supervisors.
  • Kept team in compliance with shop and manufacturer specifications for repairs and maintenance services.
  • Followed safety protocols when working with hazardous materials such as gasoline or motor oil.
  • Tuned and adjusted electronic automotive equipment and entertainment systems.
  • Completed repairs and maintenance to major vehicle models to meet safety specifications.
  • Tested engine, safety and combustion control standards to comply with state vehicle requirements.
  • Maintained garage safety protocols to meet regulatory and company expectations.
  • Completed simple and advanced repairs according to specifications for brakes, exhaust and electrical systems.
  • Removed, replaced, balanced and rotated new or used tires to maintain on-road safety
  • Performed preventive maintenance procedures such as changing fluids or lubricating parts.
  • Completed standard inspections to assess wear and damage to vehicles.
  • Kept detailed records of repairs, labor involved and parts used.
  • Trained and guided employees on correct methods for performing different repairs and maintenance services.
  • Checked all systems of vehicles for proper functioning and diagnosed malfunctions using diagnostic equipment.

Assitant Fleet Manager

Sunset chevrolet
Sarasota, US
11.2016 - 09.2019
  • I was the assistant to Mark Fisk the fleet an commercial sales manager
  • Recognized by management for providing exceptional customer service.
  • Achieved cost-savings by developing functional solutions to problems.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Identified gaps and opportunities for improvements and implemented corrective action to maintain optimal fleet performance.
  • Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
  • Monitored product import or export processes to verify compliance with regulatory or legal requirements.
  • Coordinated vehicle inspections, repairs, and scheduled preventative maintenance services.
  • Planned routes for drivers in order to maximize efficiency while minimizing travel time.
  • Prepared inventory for shipment by attaching tags and labels.

Personall assistant

Glenn Auto Mall
Lexington, US
05.2010 - 08.2014
  • I was in sales at first then moved up to assistant finance manager
  • I took care of customer needs and made sure that they are happy with there
  • Vehicle this was a special financing that we done for low credit score people that couldn't get approved thru regular program and banks so we had to basically make sure the bank new
  • This person and we always made sure there income was enough to pay the payment

Internet Consultant

Hudson Nissan
Nicholasville, US
02.2014 - 04.2014
  • Advised individual clients
  • My accomplishments included: I was a sales associate, a finance assistant and Internet consultant

Funding Specialist

Glenn Buick GMC, Trucks LLC
Lexington, US
07.2011 - 02.2014
  • Verified client income documentation
  • Interviewed loan applicants for personal and financial information
  • Met directly with customers to discuss their loans
  • Educated customers on loan processes and repayment schedules
  • Contacted customers regarding loan application status
  • Prepared loan applications, closing documents, legal documents, forms, government notices and checks
  • Documented loan information and customer inquiries
  • Proofread reports
  • Served as a liaison between the customer, sales representative, and underwriting department
  • Followed up on contingencies, submitted loans and pending loans
  • My accomplishments included: I worked with the finance director and made sure that all the documents for the loans were in correct order before sending them into the lenders and also I worked with the lenders on getting the deals funded

Sales Associate

Bed Bath & Beyond
Lexington, US
01.2010 - 06.2011
  • Sold merchandise at a retail store
  • Greeted customers
  • Helped customers find what they wanted
  • Showed customers how to use and care for merchandise
  • Helped customers choose items
  • Rang up bills, using calculators, cash registers, POS machines and mental math
  • Answered customer questions
  • Upheld rules for payments and exchanges
  • Helped maintain store security
  • Placed special orders
  • Found out of stock items at other stores

Supervisor, Retail

Burlington Coat Factory
Lexington, US
03.2008 - 05.2008
  • Directed workers in a retail setting
  • Led a successful sales team
  • Managed a department
  • Purchased merchandise from vendors
  • Performed personnel duties such as training
  • Greeted and assisted customers
  • Responded to customer questions and complaints
  • Inventoried stock
  • Mentored staff and helped them handle difficult sales
  • Assigned duties to workers
  • Enforced health and safety rules
  • Met sales goals
  • Direct and supervise employees engaged in sales, inventorytaking, reconciling cash receipts, or in performing services for customers
  • Monitor sales activities to ensure that customers receive satisfactory service and quality goods
  • Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised
  • Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
  • Plan and prepare work schedules and keep records of employees' work schedules and time cards
  • Establish and implement policies, goals, objectives, and procedures for their department.Formulate pricing policies for merchandise, according to profitability requirements

Finance Manager

Glenn Auto Mall
Lexington, US
02.2003 - 04.2007
  • General management duties

Human Resources Manager

Ford Lincoln of Franklin
Frankfort, US
03.2000 - 10.2002
  • Humane resources
  • Assisted in developing succession planning strategies for key positions within the organization.
  • Analyzed data gathered from surveys, focus groups or other methods to identify areas of improvement within the organization's HR practices.
  • Encouraged open communications, promoting positive and pro-employee work environment.
  • Directed HR programs, policies and processes to improve operational efficiency.
  • Held exit interviews and documented information discussed with employees.
  • Coordinated employee benefits programs, including health insurance and retirement plans.
  • Identified operational weaknesses to improve or innovate people, programs and processes.
  • Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
  • Negotiated collective bargaining agreements with labor unions by highlighting company profit and operational outcomes.
  • Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to senior executives.
  • Investigated employee relations matters through interviews with involved parties to ensure a fair resolution.
  • Advised leadership and personnel on driving HR policies, union negotiations, and business strategy implementation.
  • Evaluated current HR processes and recommended changes when necessary to improve efficiency.
  • Organized team building activities to foster collaboration among staff members.
  • Ensured compliance with federal, state and local employment laws.
  • Managed compensation, insurance and vacation days within employee benefits programs.
  • Resolved conflicts between different departments or personnel using sound judgment to maintain a harmonious work environment.
  • Identified, screened and interviewed potential employees.
  • Created staff teams based on employee strengths and made adjustments to promote overall productivity.
  • Liaised between management and employees by relaying work information, adjustments and grievances.
  • Organized orientation sessions for new hires and provided them with onboarding information.
  • Launched innovative incentive program to achieve low turnover rate in highly competitive market.
  • Compiled reports to provide management with accurate information and comply with policies and procedures.
  • Developed compensation packages that are competitive yet cost effective for the organization.
  • Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
  • Helped with employee transfers and referrals.
  • Reviewed job descriptions regularly to ensure accuracy of duties assigned to each position.
  • Aligned HR policies with federal and local regulations.
  • Managed full-cycle human resource operational activities to maximize HR employee performance.
  • Implemented organizational change initiatives effectively while minimizing disruption in operations.
  • Facilitated communication between management and staff by conducting regular meetings to discuss concerns or suggestions.
  • Worked with management to create performance measurement, employee development and employee compensation strategies.
  • Conducted background checks and reference checks of prospective employees.

Server/Bartender

Applebee's
Lexington, US
03.1993 - 06.1996
  • Server bartender

Education

Bachelor's - Business management

Camp Lejeune Training Center
Jacksonville, NC

Skills

  • Scheduling
  • Sales
  • Training
  • Inventory
  • Management
  • Cash Handling
  • Team Building
  • Customer Service Skills
  • Merchandising
  • Inventory Management
  • Word
  • Microsoft Excel
  • Underwriting
  • Business Management
  • Proofreading
  • Interviewing
  • Event Planning
  • Pricing
  • Financial Report Writing
  • Negotiation
  • Employee Orientation
  • Auto Service Management
  • Human Resources Management
  • Recruiting
  • Research
  • Assistant Manager Experience
  • Payroll
  • Budgeting
  • Food industry
  • Oil change
  • Detailing
  • Forklift
  • Office Management
  • Strategic Planning
  • Purchasing
  • Profit & Loss
  • Empathy and patience
  • Customer response
  • Customer service excellence
  • Sales support
  • Adaptability and flexibility
  • Feedback reception
  • Help desk support
  • Salesforce
  • Email management
  • Team collaboration
  • Issue follow up
  • Call center experience
  • CRM software
  • Social media support
  • [Product or service] support
  • Verbal and written communication
  • Appointment scheduling
  • Time management
  • Product knowledge
  • Payment processing
  • Conflict resolution
  • Complaint handling
  • Active listening
  • Data entry
  • Service ticket management
  • Remote support tools
  • Issue troubleshooting
  • Stress management

Personal Information

Work Permit: Authorized to work in the US for any employer

Assessments

  • Attention to Detail, Completed, 07/01/19, Identifying differences in materials, following instructions, and detecting details among distracting information.
  • Delivery Driver, Familiar, 07/01/19, Interpreting instructions, reading maps, and solving problems.

Affiliations

I love to cook and gardening

Timeline

Customer Support Specialist

Valvoline
08.2022 - Current

Customer Service Representative

Winn Dixie
01.2020 - 03.2020

Service Advisor

Dakota Truck
07.2019 - 10.2019

Automotive Service Technician

Dakota trucking
06.2019 - 10.2019

Assitant Fleet Manager

Sunset chevrolet
11.2016 - 09.2019

Internet Consultant

Hudson Nissan
02.2014 - 04.2014

Funding Specialist

Glenn Buick GMC, Trucks LLC
07.2011 - 02.2014

Personall assistant

Glenn Auto Mall
05.2010 - 08.2014

Sales Associate

Bed Bath & Beyond
01.2010 - 06.2011

Supervisor, Retail

Burlington Coat Factory
03.2008 - 05.2008

Finance Manager

Glenn Auto Mall
02.2003 - 04.2007

Human Resources Manager

Ford Lincoln of Franklin
03.2000 - 10.2002

Server/Bartender

Applebee's
03.1993 - 06.1996

Bachelor's - Business management

Camp Lejeune Training Center

Similar Profiles

CREATE PROFILE
Melinda Brake