MELINDA MATHIS
Quincy,FL
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
16
16
years of professional experience
Work History
Team Lead
Compass Experience Labs
06.2023 - 08.2024
- Implemented strategies to improve efficiency, reducing average response times for customer inquiries by 30% through simplified communication processes
- Handled escalated customer issues and provided coaching to 5 team members, conducting regular performance evaluations and weekly one-on-one sessions
- Assisted in resolving issues by analyzing situations and implementing effective solutions
- Monitored performance metrics to identify areas for improvement, achieving a sustained 98% Customer Satisfaction (CSAT) rate over two consecutive quarters
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Shift Lead
Compass Experience Labs
04.2023 - 06.2023
- Supervised daily operations and assigned responsibilities
- Handled customer service across various channels.
- Allocated tasks to employees according to their skills and capabilities
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed 40 plus incoming calls, emails per day from customers
Customer Service Representative/Call Center
Compass Experience Labs
04.2022 - 04.2023
- Maintained a 98% Customer Satisfaction (CSAT) score, highlighting dedication to customer satisfaction and loyalty
- Expertly managed escalated customer issues, ensuring prompt resolution and customer satisfaction
- Consistently exceeded productivity goals with above-average Transactions Per Hour (TPH), enhancing operational efficiency and service quality
- Managed high volume of calls, ensuring timely assistance for customer needs.
- Enhanced customer loyalty with personalized service and attention.
Team Lead Call Center
Mod Squad
01.2022 - 07.2022
- Supervised daily operations and task assignments, managed customer service across multiple channels, collaborated cross-departmentally to ensure customer satisfaction, promptly and effectively resolved escalated issues, and consistently achieved 97% SLA compliance.
- Improved team morale, motivating members through supportive leadership.
- Supported team development, mentoring members for career advancement.
Subject Matter Expert (SME)/Shift Lead
BC Forward
12.2020 - 02.2022
- Ensured high performance by training, monitoring, and motivating shift employees
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Mentored junior team members, contributing to their professional growth and development.
- Documented processes and important information for stakeholders
- Contributed to quality control efforts and introduced strategies to enhance employee productivity
- Additionally, designed training that reduced call handling time by 50%, leading to shorter hold times
Small Business Owner/Pet Groomer
Glamour Grooming by Melinda LLC
08.2008 - 11.2020
- Provided grooming services and consultations
- Managed daily operations, including scheduling and invoicing
- Supervised and trained employees in service delivery and client management
- Set and tracked business growth targets
- Monitored cash flow closely to manage expenses effectively while maintaining sufficient reserves
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Grooming schedule consisted of 5-7 dogs per day.
Sales Associate
Galls LLC
12.2019 - 09.2020
- Handled customer inquiries and resolved issues efficiently
- Processed payments quickly to keep customer flow moving
- Helped customers navigate store, complete sales and process returns
- Processed returns, exchanges, and refunds in accordance with company policies
- Provided excellent customer service and product knowledge
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
High School Diploma -
William Penn Senior High School
York, PA06.1996
Skills
- Customer Support
- Conflict Management
- Operations Monitoring
- Coaching
- Problem-Solving
- Relationship Building
- Quality Assurance
- Attention to detail
- Operations management
Additionalnote
Experienced professional with over 20 years of diverse customer service expertise across brick-and-mortar and virtual environments. Proven ability to deliver exceptional service, build client relationships, and exceed customer expectations consistently.
Timeline
Team Lead
Compass Experience Labs
06.2023 - 08.2024
Shift Lead
Compass Experience Labs
04.2023 - 06.2023
Customer Service Representative/Call Center
Compass Experience Labs
04.2022 - 04.2023
Team Lead Call Center
Mod Squad
01.2022 - 07.2022
Subject Matter Expert (SME)/Shift Lead
BC Forward
12.2020 - 02.2022
Sales Associate
Galls LLC
12.2019 - 09.2020
Small Business Owner/Pet Groomer
Glamour Grooming by Melinda LLC
08.2008 - 11.2020
High School Diploma -
William Penn Senior High School
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