Summary
Overview
Work History
Education
Skills
Timeline
Generic

MELINDA CASAS

20731 Sycamore Wood Dr., Houston,TX

Summary

Communicative and results-driven customer service professional dedicated to maintaining high customer satisfaction and contributing to company success. Experienced in handling high volumes of inbound and outbound calls while building strong customer relationships. Proficient in CRM systems with strong active listening, multitasking, and problem-solving abilities.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Urgent.ly Inc.
06.2024 - Current
  • ROC Unit
  • Network Solutions
  • Monitor partner, agent, and supervisor dashboards to ensure service quality
  • Utilize CRM systems to document calls and track customer interactions
  • Escalate complex issues appropriately while maintaining customer satisfaction
  • Handle partner escalations and take ownership of cases to drive resolution
  • Manage high-volume inbound and outbound customer calls in a fast-paced environment
  • Deliver fast, friendly, and knowledgeable service for inquiries and complaints
  • Use active listening to identify customer needs and provide effective solutions

Customer Service Representative

Ashton Carter
05.2022 - 06.2024
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Managed high-volume of inbound and outbound customer and service providers calls
  • Utilizes active listening and communication skills to address customer inquiries and escalate issues to supervisor

Receptionist Assistance

Grand Vision Optometry
06.2020 - 10.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Managed multi-line telephone system and greeted claimants during office visits.
  • Greeted numerous visitors, vendors, and interview candidates.
  • Kept reception area clean and neat to give visitors positive first impression.

Education

Some College (No Degree) -

South Texas Community College
McAllen, TX

Skills

  • Customer service and support
  • Inbound and outbound call handling
  • CRM systems
  • Bilingual (English/Spanish)
  • Active listening and communication
  • Multitasking and prioritization
  • Problem solving and conflict resolution
  • Call documentation
  • Live chat support
  • Analytical thinking Team collaboration
  • Detail-oriented and organized
  • Calm under pressure

Timeline

Customer Service Representative

Urgent.ly Inc.
06.2024 - Current

Customer Service Representative

Ashton Carter
05.2022 - 06.2024

Receptionist Assistance

Grand Vision Optometry
06.2020 - 10.2020

Some College (No Degree) -

South Texas Community College
MELINDA CASAS