Melissa Davis
Deltona,FL
Summary
Detail-oriented technical support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows systems. Proven skill in resolving problems quickly on first call.
Overview
22
22
years of professional experience
Work History
Bilingual Escalation and Tier 2 Specialist
Paycor
Remote
03.2025 - Current
- Developed and implemented training programs to enhance team performance and efficiency.
- Analyzed payroll data to ensure compliance with regulations and improve accuracy.
- Led cross-functional initiatives to streamline processes and reduce operational costs.
- Mentored junior staff on software systems, fostering skill development and knowledge sharing.
- Collaborated with management to refine service delivery strategies for enhanced client satisfaction.
- Utilized advanced reporting tools to monitor key performance indicators and drive strategic decisions.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Improved team collaboration by initiating regular strategy meetings.
- Increased efficiency by automating routine tasks with software solutions.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
Bilingual Chat Support
Paycor
Remote
06.2022 - 03.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Provided customer support via chat, resolving inquiries efficiently and effectively.
- Assisted customers in navigating QuickBooks software, enhancing their user experience.
- Documented customer interactions accurately in CRM system to ensure seamless follow-up.
- Maintained high levels of customer satisfaction through prompt responses and problem-solving skills.
- Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
- Handled sensitive customer situations with empathy and discretion while adhering strictly to company confidentiality policies regarding proprietary information dissemination protocols among authorized personnel only when absolutely necessary per established guidelines governing such matters internally at all times without exception whatsoever regardless of any extenuating circumstances whatsoever therein involved thereof herewith.
- Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
- Maintained detailed records of customer interactions, ensuring smooth handoffs between shifts or escalation when necessary.
- Collaborated closely with other departments to address cross-functional concerns efficiently.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
Bilingual Client Advocate
Paycor
Remote
09.2021 - 06.2022
- Assisted clients with inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Collaborated with cross-functional teams to streamline client onboarding processes and improve efficiency.
- Resolved client issues by analyzing concerns and providing tailored solutions in a professional manner.
- Maintained detailed records of client interactions to support data-driven decision-making and service improvements.
Lead Technical Support Specialist
Dell EMC - Alorica
Lake Mary, FL
10.2019 - 09.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed quality employees within call center to take over leadership positions.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Trained team members on performance metrics and consumer behavior identification.
- Effectively managed assigned cases, collecting and documenting details as needed using SalesForce.
Technical Support Specialist
Dell EMC - Alorica
Lake Mary, FL
01.2019 - 10.2019
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to technical and non-technical users through phone support services.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Determined hardware issues using proactive troubleshooting techniques.
- Submitted service tickets and scheduled onsite technical support for equipment maintenance requests for Dell customers.
- Answered questions and provided information to customers about new software or hardware.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Chat Support Specialist
Intuit QuickBooks - Frontier/Sykes Communications
DeLand, FL
07.2017 - 01.2019
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Handled inbound customer chat conversations for QuickBooks technical and business application support.
- Provided online demonstrations to educate customers on product features and online help resources.
- Developed exemplary writing skills through continued correspondence with over 20 customers per day.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Trained staff on operating procedures and company services.
- Followed up with customers about resolved issues and completed open service tickets and scheduled work orders to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Responded proactively and positively to rapid change.
Technical Support Specialist
Intuit QuickBooks - Frontier/Sykes Communications
DeLand, FL
05.2016 - 07.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Loaded software, granted permissions and configured basic network permissions to access file and program.
- Provided remote demonstrations to educate customers on product features and online help resources.
Administrative Assistant
Deltona Tax Services
Deltona, FL
01.2016 - 04.2016
- Handled client correspondence and tracked records to foster office efficiency.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
- Delivered comprehensive tax documentation required for accurate individual returns.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
- Completed and filed returns with tax departments at local, state and federal levels.
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
Office Manager
Puroclean Property Damage Restoration
DeBary, FL
07.2011 - 02.2013
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Maintained computer and physical filing systems.
- Sourced vendors for special project needs and negotiated contracts.
- Evaluated employee records and productivity to complete employee evaluations.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Entered data into Xactimate system according to formatting standards.
Assistant Office Manager
J.I.R. Services
Longwood, FL
10.2010 - 03.2011
- Recorded expenses and maintained accounting records.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
- Optimized office schedule to balance team workloads, group productivity and financial targets.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Conferred with insurance company representatives to expedite payments and resolve filing issues, keeping aging balances low and office finances strong.
- Managed accurate and fully compliant AP/AR operations by documenting expenses, reconciling accounts and correcting discrepancies.
- Maintained payroll information by calculating, collecting and entering data.
- Updated employee files with new details such as changes in address or salary levels.
- Updated employee banking records when it was necessary.
- Verified timekeeping records and handled any discrepancies with employees.
Cleaning Technician
PuroClean Property Damage And Restoration
DeBary, FL
08.2009 - 04.2010
- Swept floors, removed debris and returned equipment to proper areas at end of each shift.
- Delivered quality customer service to address urgent needs and cleaning requests.
- Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
- Handled equipment, chemicals and materials properly and with caution.
- Adhered to safety protocols, resulting in zero complaints, hazards or lost-time accidents.
- Spot-cleaned stains and repaired scuffs or dings to maintain furniture and walls.
- Used time management and efficient cleaning methods to meet deadlines.
- Worked alongside other cleaners to complete jobs in customer's homes or employer's warehouse from mold or fire soot.
Architectural Designer
Omega Design
Deltona, FL
09.2004 - 04.2009
- Coordinated all architectural construction documentation and drawings for each phase of fast-track projects.
- Engaged with clients to determine needs and requirements for custom homes.
- Consulted with clients to determine functional and spatial requirements of new structure.
- Devised overall strategy for documentation and identified design sets planned for stages of work, including as-built designs and final building information models (BIM).
- Advised clients on issues and options negatively affecting completion dates and suggested ways to keep project under budget.
- Researched building codes and requirements and applied to design planning.
- Managed difficult customers with poise, compassion and support and resolved issues efficiently.
- Incorporated sustainable designs into commercial projects.
- Created graphic renderings and models using AutoCAD.
- Worked closely with multi-disciplinary team to design residential and commercial projects.
- Recommended minor adaptations and modifications to complete working drawing sets.
- Discussed zoning laws, fire regulations and building codes with city and county government agencies.
- Met with municipal building department and other governing agency officials to coordinate approvals.
Education
GED -
Daytona State College
Deltona, FL2011
Skills
- Help Desk Support
- Collaborative Team Player
- Interpersonal Skills
- Verbal and Written Communication
- Attention to Detail
- Active Listening
- Hardware and Software Repair and Configuration
- Friendly and Patient
- Multitasking and Prioritization
- Microsoft Windows and Office
- Remote Technical Support
- System Configuration
- User Training
- Positive and Upbeat
- Online Chat Support
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Escalation and Tier 2 Specialist
Paycor
03.2025 - Current
Bilingual Chat Support
Paycor
06.2022 - 03.2025
Bilingual Client Advocate
Paycor
09.2021 - 06.2022
Lead Technical Support Specialist
Dell EMC - Alorica
10.2019 - 09.2021
Technical Support Specialist
Dell EMC - Alorica
01.2019 - 10.2019
Chat Support Specialist
Intuit QuickBooks - Frontier/Sykes Communications
07.2017 - 01.2019
Technical Support Specialist
Intuit QuickBooks - Frontier/Sykes Communications
05.2016 - 07.2017
Administrative Assistant
Deltona Tax Services
01.2016 - 04.2016
Office Manager
Puroclean Property Damage Restoration
07.2011 - 02.2013
Assistant Office Manager
J.I.R. Services
10.2010 - 03.2011
Cleaning Technician
PuroClean Property Damage And Restoration
08.2009 - 04.2010
Architectural Designer
Omega Design
09.2004 - 04.2009
GED -
Daytona State College