Melinda Pointer
Charlotte,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
14
14
years of professional experience
Work History
Customer Service Representative (Remote)
ADT
03.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers with scheduling in-person and virtual appointments to resolve technical issues.
Seasonal Customer Care Specialist (Remote)
Assurant
11.2023 - 02.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Handled inbound calls from homeowners, policy holders, and insurance agents by researching and resolving inquiries regarding coverage for home and flood insurance.
- Achieved consistently high quality assurance scores by adhering to company policies and procedures when interacting with customers.
Seasonal HR Chat Specialist II (Remote)
Amazon
09.2022 - 05.2023
- Developed exemplary verbal and writing skills through continued correspondence with upwards of 30 employees per day.
- Responded quickly and accurately to queries from employees via phone, HR case, and chat, ultimately providing issue resolution.
- Performed following requests: payroll and time card corrections, time off, bereavement, medical and school accommodations, and health benefits enrollment.
- Managed confidential and sensitive employee information and adhered to strict data privacy standards.
Transcriptionist (Remote)
Rev.com Inc.
12.2018 - 09.2022
- Increased client satisfaction by providing timely and accurate transcriptions for business meetings, speeches, teleconferences, and interviews.
- Verified, edited, and entered data into Excel spreadsheets.
- Enhanced transcription accuracy by diligently proofreading and editing final documents.
Stay at Home Mom
Home School Instruction
11.2016 - 06.2018
- Assisted daughter with online curricula for Math, English, Social Studies and Science during grades two and three.
- Performed computer tasks, organized assignments, and adhered to assignment deadlines.
Customer Support Specialist III
Altice USA
07.2010 - 11.2016
- Worked in a call center, serving customer account and technical needs across 50+ daily inbound calls, live chats, and emails.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Utilized CRM systems and Remedy Tickets to access customer's accounts and data.
- Resolved concerns with products or services to help with retention and drive sales.
- Handled technical inquiries through troubleshooting support for television, internet, and phone services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted training unit with side-by-side mentoring for all new hires.
- Met all departmental monthly KPIs such as AHT (Average Handle Time), CSTAT (Customer Satisfaction), and FCR (First Call Resolution).
Education
Associate of Arts - Liberal Arts And Sciences
Bronx Community College of The City University of New York
The Bronx, NY06.2007
Skills
- Attention to detail
- Empathy
- Multitasking abilities by utilizing several computer programs simultaneously with use of multiple monitors
- Proficient in CRM, Zendesk, and Salesforce
- Proficient in using chat and video conferencing channels: Google Workspace, Microsoft Teams, Slack, Skype, and Zoom
Timeline
Customer Service Representative (Remote)
ADT
03.2024 - Current
Seasonal Customer Care Specialist (Remote)
Assurant
11.2023 - 02.2024
Seasonal HR Chat Specialist II (Remote)
Amazon
09.2022 - 05.2023
Transcriptionist (Remote)
Rev.com Inc.
12.2018 - 09.2022
Stay at Home Mom
Home School Instruction
11.2016 - 06.2018
Customer Support Specialist III
Altice USA
07.2010 - 11.2016
Associate of Arts - Liberal Arts And Sciences
Bronx Community College of The City University of New York