MELINDA COLE
YAKIMA,WA
Summary
Dynamic Customer Service Lead with a proven track record in resolving inquiries and enhancing customer satisfaction. Expertise in conflict resolution, effective communication, and team leadership.
Overview
23
23
years of professional experience
Work History
Customer Service Lead
INTERNATIONAL PAPER
UNION GAP, Washington
11.2002 - 04.2026
- Led customer service team to resolve inquiries and complaints efficiently.
- Directed customer service staff activities, including training, coaching and performance management.
- Delivered prompt and courteous assistance to customers, resolving routine inquiries and service complaints.
- Enhanced customer satisfaction ratings by answering questions, suggesting effective solutions, and resolving issues swiftly.
- Monitored service quality, ensuring compliance with company standards.
- Coordinated with logistics to ensure timely order fulfillment for customers.
- Consulted with customers regarding needs and addressed concerns.
- Handled customer inquiries and complaints in a professional manner.
- Maintained accurate records of customer interactions and transactions to ensure efficient follow-up and service.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Identified opportunities to increase sales through cross-selling products or services.
- Collaborated with production teams to address customer feedback promptly.
- Coordinated with other departments to resolve customer issues efficiently.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Education
Associate of Arts - Business Administration And Management
Yakima Valley Community College
Yakima, WA06-2000
Skills
- Customer service excellence
- Customer relationship management
- Complaint resolution
- Account and order management
- Data accuracy
- Status updates
- Administrative support
- Effective communication
- Active listening
- Creative problem solving
- Conflict resolution
- Multitasking and organization
Timeline
Customer Service Lead
INTERNATIONAL PAPER
11.2002 - 04.2026
Associate of Arts - Business Administration And Management
Yakima Valley Community College