Melinda Hartsell
Newport,TN
Summary
Experienced in customer service and passionate about helping people, I have developed strong skills in public interactions. Committed to improving the day of each individual, I have been motivated throughout my career. Proficient in all Microsoft suites, I offer a valuable asset to your company. Recognized for dedication, quick learning abilities, and a strong work ethic, I am confident in my ability to contribute to your team's success.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Catalyst Solutions
2025.10 - Current
- Delivered exemplary customer service by actively listening to concerns and providing tailored solutions promptly.
- Coordinated with multiple departments to resolve complex issues, enhancing customer satisfaction and retention rates.
- Developed comprehensive training modules for new hires, focusing on effective communication and conflict resolution strategies.
- Analyzed customer feedback data to identify service trends, implementing improvements that elevated overall customer experience.
Customer Service Advocate Senior
Optum
2022.09 - 2025.07
- Delivered exceptional customer support by resolving inquiries with accuracy and empathy, enhancing overall satisfaction.
- Coordinated cross-functional communication for escalated issues, fostering collaboration that improved resolution times.
- Developed training materials for new hires, equipping them with effective strategies to handle complex situations.
- Managed customer feedback processes to identify trends, implementing changes that enhanced service delivery.
Customer Service Specialist
Asurion
2020.08 - 2022.08
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Banquet Captain
The Dollywood Company
2015.09 - 2019.09
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
- Maintained clear communication channels between all departments involved in banquets, contributing to successful event outcomes.
- Evaluated employee performance routinely through constructive feedback which contributed towards professional growth and development.
- Handled client inquiries promptly and professionally, fostering excellent rapport and driving repeat business.
- Maintained accurate records of event details, client communications, and financial transactions to ensure seamless organization and execution.
- Enhanced guest satisfaction by overseeing banquet operations and ensuring smooth execution of events.
- Ensured compliance with safety regulations, maintaining a safe working environment for both staff and guests.
- Managed staff scheduling, resulting in reduced labor costs and improved team efficiency.
- Collaborated with culinary teams to design customized menus, meeting the specific needs of clients and guests.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Promoted team collaboration among banquet staff members through effective leadership practices that fostered a supportive work environment.
- Developed creative solutions for unforeseen issues during events, minimizing disruptions while maximizing guest satisfaction.
- Improved overall service quality by conducting regular staff training sessions and performance evaluations.
Server
Olive Garden Restaurant
2013.06 - 2015.10
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
Home Care Provider-CNA
Home Instead
2008.07 - 2011.05
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
Education
Business Administration and Management - General
Volunteer State Community College
Gallatin, TN07.2021
Registered Dental Assistant - Dental Assisting/Assistant
Oak Ridge Dental School
Oak Ridge, TN01.2001
High School Diploma - General
Cocke County High School
Newport05.1993
Skills
- Management
- Team Leadership
- Microsoft Office
- Microsoft Excel
- Customer Relationship Management (CRM)
- Microsoft Word
- Customer Service
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Data collection
- Computer proficiency
- Assertiveness
- Complaint resolution
- Appointment setting
- Technical support
- Microsoft outlook
- Technical troubleshooting
- Account management
- Live chat support
- Multi-line phone talent
- Escalation management
- Credit card processing
- Policy review
- Order fulfillment
- Professional telephone demeanor
- Social media monitoring
- Document control
- Clerical support
- Call center operations
- Process optimization
- Recordkeeping strengths
- Staff education and training
Timeline
Customer Service Representative
Catalyst Solutions
2025.10 - Current
Customer Service Advocate Senior
Optum
2022.09 - 2025.07
Customer Service Specialist
Asurion
2020.08 - 2022.08
Banquet Captain
The Dollywood Company
2015.09 - 2019.09
Server
Olive Garden Restaurant
2013.06 - 2015.10
Home Care Provider-CNA
Home Instead
2008.07 - 2011.05
Business Administration and Management - General
Volunteer State Community College
Registered Dental Assistant - Dental Assisting/Assistant
Oak Ridge Dental School
High School Diploma - General
Cocke County High School