Melinda Haywood
Columbia,TN
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
11
11
years of professional experience
Work History
Back Office Student Loan Specialist
Radius Global Solutions
Columbia, TN
10.2023 - Current
- Researched discrepancies in loan applications or documents.
- Prepared reports detailing the status of all loans processed within a given time period.
- Performed data entry tasks related to loan applications and documentation.
- Interpreted complex regulations governing student loans.
- Documented borrower's income sources, assets, liabilities and other relevant information.
- Assisted borrowers with applying for deferment or forbearance when needed.
- Advised customers on available options for alternative payment plans.
- Maintained complete confidentiality of submitted information according to release guidelines.
Customer Service Operator
ABC Messaging Service
Columbia, TN
09.2018 - 09.2023
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Increased customer satisfaction by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Service Specialist
Lowes Home Improvment
Columbia, TN
10.2013 - 08.2018
- Consulted with customers to resolve service and billing issues.
- Mentored new employees on procedures and policies to maximize team performance.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Made outbound calls to obtain account information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Educated customers on special pricing opportunities and company offerings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Set up and activated customer accounts.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
High School Diploma -
Columbia Academy
Columbia, TN05.1988
Herbalist Practitioner - Herbalism
School of Evolutionary Herbalism
Mt. Baker, WASome College (No Degree) - Social Work
Columbia State Community College
Columbia, TNSkills
- Calm and Professional Under Pressure
- Customer Service
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Data Entry
- Upbeat and Positive Personality
- Multitasking and Prioritization
- Creative Problem Solving
- Responding to Difficult Customers
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Multi-Line Phone Systems
- Time Management
- Cultural Awareness and Sensitivity
- Proactive Self-Starter
- Teamwork and Collaboration
- Patient and Empathetic
- Student Assistance
- Loan Processing
- Clerical skills
- Administrative abilities
- Documentation
References
References available upon request.
Timeline
Back Office Student Loan Specialist
Radius Global Solutions
10.2023 - Current
Customer Service Operator
ABC Messaging Service
09.2018 - 09.2023
Customer Service Specialist
Lowes Home Improvment
10.2013 - 08.2018
High School Diploma -
Columbia Academy
Herbalist Practitioner - Herbalism
School of Evolutionary Herbalism
Some College (No Degree) - Social Work
Columbia State Community College
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