Melinda DillinJackson
Katy,TX
Summary
Dynamic professional with a proven track record at Carnival Cruise Lines, adept in de-escalation techniques and problem-solving. Excelled in reducing complaints through preventive measures and enhancing client experiences. Skilled in document preparation and fostering teamwork, demonstrating a keen ability to multitask and maintain attention to detail. Achieved significant improvements in efficiency and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Resolution Specialist
Carnival Cruise Lines
11.2023 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
Administrative Assistant/HR Assistant
Wagner-Smith Equipment
12.2015 - 11.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Cosmetology Instructor
Creative Images Institute of Cosmetology
04.2021 - 04.2023
- Developed engaging lesson plans that incorporated industry trends, resulting in a dynamic learning environment.
- Prepared students for job interviews by conducting mock interviews and offering guidance on resume writing and portfolio development.
- Collaborated with fellow instructors to create innovative teaching strategies for improved student comprehension.
- Ensured compliance with state regulations governing cosmetology instruction while maintaining a safe, clean learning environment at all times.
Collections Account Manager
PNC Mortgage
02.2014 - 12.2016
- Implemented automated reminder systems that contributed to a decrease in past due invoices.
- Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
Claims Processor
Assurant Specialty Property
01.2012 - 02.2014
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Managed workload and priorities to meet claims processing meet deadlines.
Customer Service Manager
Walmart
01.2008 - 01.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Education
Associate of Applied Science - Business Management
Sinclair Community College
Dayton, OH05.2016
Associate of Science - Psychology
Clark State Community College
Springfield, OH09.2012
High School Diploma -
Meadowdale High School
Dayton, OH05.2007
Skills
- De-Escalation Techniques
- Assertiveness
- Conflict resolution skills
- Document Preparation
- Team building
- Professional ethics understanding
- Conflict Mediation
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
Timeline
Resolution Specialist
Carnival Cruise Lines
11.2023 - Current
Cosmetology Instructor
Creative Images Institute of Cosmetology
04.2021 - 04.2023
Administrative Assistant/HR Assistant
Wagner-Smith Equipment
12.2015 - 11.2023
Collections Account Manager
PNC Mortgage
02.2014 - 12.2016
Claims Processor
Assurant Specialty Property
01.2012 - 02.2014
Customer Service Manager
Walmart
01.2008 - 01.2012
Associate of Applied Science - Business Management
Sinclair Community College
Associate of Science - Psychology
Clark State Community College
High School Diploma -
Meadowdale High School
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