Melissa Ammons

• Educated customers about product and service options.
• Assessed and offered solutions to improve procedures and customer experiences.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Attracted potential customers by answering product questions accurately.
• Directed customers to appropriate departments for additional support.

• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Monitored case progress for timely completion and compliance with regulations.
• Updated quality control standards, methods, and procedures to meet compliance requirements.
• Assessed needs of each agent and recommended appropriate services and resources.
• Led group discussions and activities to meet different community needs.
• Created educational materials to convey important information to agents.

• Maintained company's social media presence by answering posts and monitoring responses.
• Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
• Increased customer engagement through social media.
• Developed relationships with influencers to grow reach of company and create wider visibility.
• Led crisis communications in response to challenging situations.

____________________________________

• Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
• Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Escalated customer issues to management for appropriate action to be taken.
• Identified and reported trends in customer complaints to improve products and prevent future complaints.
• Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

• Evaluated strengths and weaknesses of candidates through effective screening processes.
• Improved organizational filing systems for confidential candidate records, resulting in improved accessibility and efficiency.
• Collected and analyzed information to monitor compliance outcomes and identify and address trends of disqualifying traits and behaviors.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Reviewed employee's data entry to ensure accuracy.

• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Suggested new procedure to persuade cancelling customers to stay with company.
• Cultivated customer loyalty and promoted repeat customers.
• Provided primary customer support to customers in a fast-paced environment.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered customer telephone calls promptly to avoid on-hold wait times.

• Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
• Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips.
• Kept patients mentally alert by entertaining, conversing and reading aloud to patients.
• Helped clients maintain optimal health by overseeing medication administration and all doctor's appointments.
• Consulted with client's family as well as case managers to assess cases and enhance care.
• Recorded status and duties completed in logbooks for management.
• Helped clients manage money, pay bills and shop for groceries or personal items.

• Trained team members in successful caregiving to meet the needs of clients and their families.
• Supported staff development and goal attainment by focusing on skill development and job satisfaction.
• Offered hands-on assistance to clients and staff, assessing needs and maintaining current knowledge of client house protocol.
• Managed client's medications and maintained a regular schedule for clients and staff.
• Submitted reports to senior management to aid in decision-making and planning for each client.
• Monitored each client's monthly income, increasing accuracy and reducing discrepancies.
• Promoted to Assistant Manager after only 2 months with the company.
• Advanced to keyholder and assistant manager-in-charge in manager's absence.
• Provided current employees options for additional training opportunities.

• Communicated with vendors regarding back order availability, future inventory and special orders.
• Educated customers on promotions to enhance sales.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Responded to customer requests for products, services and company information.
• Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
• Boosted sales revenue by skillfully promoting diverse technology options.