Melinda H Hartsell
Newport,Tennessee
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.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Catalyst Solutions
Newport, CO
10.2025 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts using CRM software for accurate record-keeping.
- Collaborated with team members to enhance service quality and support.
- Educated customers on product features and benefits during interactions.
- Maintained detailed notes on customer interactions for future reference.
- Trained new staff on company policies and customer service best practices.
- Handled escalated customer complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
CUSTOMER SERVICE ADVOCATE SENIOR
Optum
09.2022 - 07.2025
- Assisted customers with inquiries regarding health benefits and services.
- Resolved complex issues through effective communication and problem-solving techniques.
- Collaborated with healthcare providers to ensure accurate information delivery.
- Educated clients on policy details and claims processes for better understanding.
- Documented customer interactions in the system for future reference and analysis.
- Trained new team members on customer service protocols and best practices.
- Monitored service trends to identify areas for improvement within the department.
- Supported cross-functional teams in implementing new software tools for efficiency.
- Worked closely with other departments to ensure quality customer service delivery.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Upheld privacy and security requirements for customer information.
CUSTOMER SERVICE SPECIALIST
Asurion
08.2020 - 08.2022
- 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
09.2015 - 09.2019
- 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
Sevierville, TN
06.2013 - 10.2015
- 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
Newport, TN
07.2008 - 05.2011
- 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, TNRegistered Dental Assistant - Dental Assisting/Assistant
Oak Ridge Dental School
Oak Ridge, TNHigh School Diploma - General
Cocke County High School
NewportSkills
- 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
10.2025 - Current
CUSTOMER SERVICE ADVOCATE SENIOR
Optum
09.2022 - 07.2025
CUSTOMER SERVICE SPECIALIST
Asurion
08.2020 - 08.2022
BANQUET CAPTAIN
The Dollywood Company
09.2015 - 09.2019
SERVER
Olive Garden Restaurant
06.2013 - 10.2015
HOME CARE PROVIDER-CNA
Home Instead
07.2008 - 05.2011
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