Melinda Sellers
Enterprise,AL
Summary
Accomplished Call Center Representative and Assistant Manager at ASK Telemarketing, recognized for expertise in customer relationship management and adept problem-solving. Significantly elevated customer satisfaction through efficient issue resolution and consistent achievement of sales targets. Proven leadership capabilities in training and mentoring, resulting in heightened team productivity and a collaborative work environment. A strong track record in complaint resolution and account management has directly contributed to sustained business growth.
Overview
14
14
years of professional experience
Work History
Call Center Representative
ASK Telemarketing
Montgomery, AL
04.2017 - 09.2019
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained detailed records of customer interactions and transactions for future reference.
- Contacted customers about potential service upgrades, new services and account changes.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Excelled in exceeding daily credit card application goals.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
Assistant Manager
Sally Beauty
Enterprise, AL
02.2006 - 04.2017
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Implemented quality control measures to uphold company standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Resolved conflicts between team members in an effective manner.
Education
High School Diploma -
Enterprise High School
Enterprise, AL05-1985
Skills
- Complaint resolution
- Account updating
- Call logging
- Caller accomodations
- Professional phone voice
- Sales closing
- Appointment scheduling
- Resolving issues
- Inbound phone calls
- Answering questions
- Documentation and reporting
- Calm disposition
- Customer service
- Inbound phone call management
- Gathering information
- Data entry
- Quality assurance
- Call control
- Logging call information
- Interpersonal skills
- Customer relationship management
- Payment processing
- Customer support
- Providing customer support
- Account management
- Problem-solving skills
- Call center operations
- Verbal and written communication
- Call center customer service
- Script adherence
- Communicating with clients
- Product knowledge
Timeline
Call Center Representative
ASK Telemarketing
04.2017 - 09.2019
Assistant Manager
Sally Beauty
02.2006 - 04.2017
High School Diploma -
Enterprise High School
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