Melinda Nieves
Las Vegas,NV
Summary
Customer Service Representative experienced in delivering exceptional support in remote environments. Achieved improvements in customer satisfaction through effective resolution of complex issues and management of high-volume inquiries across multiple channels. Focused on enhancing service delivery using CRM systems while maintaining adherence to company policies and commitment to continuous improvement.
Overview
6
6
years of professional experience
Work History
Customer Service Representative (Remote)
Valvoline Instant Oil
Las Vegas, Nevada
12.2024 - Current
- Handled customer complaints with empathy, resolving conflicts to restore satisfaction and trust.
- Supported positive customer experience and satisfaction through proactive engagement and feedback.
- Provided tailored solutions and guided customers to effectively use products, enhancing their experience.
- Follow company policies and procedures to deliver high-quality service.
- Maintain detailed records of customer interactions, issues, and resolutions.
- Continuously improve customer service skills and product knowledge.
Customer Service Agent (Remote)
Nordstrom
Las Vegas, Nevada
04.2021 - 05.2023
- Provided exceptional support to customers via phone, email, and live chat, addressing 60-100+ inquiries daily in a fast-paced environment
- Resolved customer concerns regarding billing, product issues, orders, and account management, achieving first-contact resolution rate of over 85%
- Met or exceeded key performance indicators (KPIs) including average handle time (AHT), customer satisfaction (CSAT), and response time
- Achieved key performance indicators (KPIs) including average handle time (AHT), customer satisfaction (CSAT), and response time
Technical Support Representative
Amazon
Las Vegas, Nevada
05.2020 - 04.2021
- Answer inbound calls, emails, and live chats from patients, healthcare providers, and insurance partners regarding inquiries, claims, and appointments.
- Delivered accurate information on healthcare services, insurance coverage, benefits, and billing inquiries to enhance patient understanding.
- Guided patients in navigating healthcare plans and insurance options to facilitate access to appropriate providers.
- Process patient requests such as scheduling appointments, updating personal information, and resolving technical issues.
- Coordinated with medical professionals, insurance providers, and departments to ensure timely and accurate responses to inquiries.
Education
Associate of General Studies -
Hemet High School
Hemet, CASkills
- Customer Service
- Live Chat Support
- Customer Engagement
- Conflict Resolution
- Inbound and Outbound Call Handling
- Order Management
- Zendesk
- Salesforce
- Knowledge Base & Ticketing System
- Technical support
- Microsoft Office
- Time Management
- Customer assistance
- Conflict resolution
Timeline
Customer Service Representative (Remote)
Valvoline Instant Oil
12.2024 - Current
Customer Service Agent (Remote)
Nordstrom
04.2021 - 05.2023
Technical Support Representative
Amazon
05.2020 - 04.2021
Associate of General Studies -
Hemet High School