Melinda Koken
Hamilton,TX
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
Work History
Customer Service Cashier
Yesway
Hamilton, Tx
11.2023 - Current
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Monitored cashier performance, providing feedback as needed.
- Conducted inventory audits to ensure accuracy of product levels in the register area.
- Assisted customers with locating items within the store when requested.
- Developed strong working relationships with team members to foster collaboration.
- Trained new cashiers on proper use of registers and store policies.
- Performed daily opening and closing procedures for the register area.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Continually evaluated processes for improvement opportunities and implemented changes accordingly.
- Processed refunds and exchanges according to company policy.
- Identified discrepancies between actual sales figures and expected totals.
- Coordinated with other departments when additional support was needed during peak hours.
- Assisted cashiers with resolving customer complaints and inquiries.
- Ensured compliance with all safety regulations while performing tasks.
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Answered customer questions and provided store information.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Scanned, priced, and bagged customer groceries quickly to keep lines moving.
- Tracked company inventories, moved excess stock, and arranged products to improve sales.
- Greeted customers promptly and responded to questions.
- Counted and balanced cashier drawers.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Verified customer age requirement for alcohol or tobacco purchases.
- Processed customer payments quickly and returned exact change and receipts.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Answered phone calls to assist customers with questions and orders.
Customer Service Representative
Driveway
Medford, OR
08.2021 - 08.2024
- Verified account information during each call to ensure accuracy in order processing or other transactions.
- Navigated multiple computer applications simultaneously to research customer issues and provide appropriate responses.
- Provided feedback on process improvements based on observations from daily interactions with customers.
- Utilized knowledge base systems for identifying solutions quickly when responding to customer inquiries.
- Reviewed daily reports for tracking performance metrics against goals set by management team.
- Provided customer service by answering incoming calls and responding to inquiries in a timely manner.
- Followed established procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Performed follow-up calls to verify customer satisfaction after resolution of an issue.
- Utilized problem solving skills in order to resolve complex customer inquiries.
- Addressed customer complaints, identified causes of problems, and provided solutions.
- Ensured that all customer requests were handled efficiently in accordance with company policies.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained strong call control and quickly worked through scripts to address problems.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Team Lead
Subway
Ardmore, OK
12.2020 - 08.2022
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Developed strategies to increase team productivity and improve customer service levels.
- Trained new staff in relevant processes and procedures.
- Monitored team performance against targets, taking corrective action where necessary.
- Maintained accurate records of employee attendance and task completion times.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Ensured compliance with company policies and procedures throughout the team.
- Motivated staff through positive reinforcement techniques.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Identified opportunities for process improvements, implementing changes when required.
- Delegated daily tasks to team members to optimize group productivity.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Oversaw training and development programs to enhance team skills and knowledge.
- Offered training and support to keep team members motivated and working toward objectives.
- Set specific goals for projects to measure progress and evaluate end results.
- Determined consumer needs to provide products and services appealing to larger market.
- Oversaw quality control to identify inconsistencies and malfunctions.
Team Leader
Allsups Convience Store
Hamilton , TX
07.2015 - 08.2019
- Provided coaching and feedback on employee performance, encouraging professional development.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Collaborated with other departments to ensure alignment of goals across teams.
- Conducted regular performance reviews to assess individual team member progress.
- Established clear expectations for employees, providing guidance when needed.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Maintained a positive work environment that promoted collaboration between team members.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Ensured compliance with all safety regulations in the workplace.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Completed daily quality assurance duties to provide feedback for improvements.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Education
GED -
GED
Texas07-2021
Skills
- Email correspondence
- Appointment Scheduling
- Customer Service
- Database Research
- Payment Processing
- Data Entry
- Inbound Customer Service
- Complaint Handling
- CRM Software
- Documentation And Reporting
- Customer Relations
- Conflict Mediation
- Needs Assessment
- De-Escalation Techniques
- Relationship Building
- Professional phone voice
- POS Systems and Ordering Platforms
- Salesforce CRM
- Calm Under Pressure
- type 40 WPM
- Organizational Skills
- Time Management
- Problem-solving aptitude
- Self Motivation
Timeline
Customer Service Cashier
Yesway
11.2023 - Current
Customer Service Representative
Driveway
08.2021 - 08.2024
Team Lead
Subway
12.2020 - 08.2022
Team Leader
Allsups Convience Store
07.2015 - 08.2019
GED -
GED