Melissa Birchfield
Bristol,VA
Summary
Retail leader focused on smooth front end operations, team training, and customer satisfaction. Supports hiring, delegates daily work, monitors cash procedures, and coaches associates on POS, returns, and service standards to help keep lines moving and store priorities on track.
Overview
26
26
years of professional experience
Work History
Front End Lead
Rural King
Bristol, Virginia
02.2026 - Current
- Supervised front end cashiers, associates, and loaders with customer service.
- Resolved customer concerns at checkout and service desk with professionalism.
- Assisting with the recruitment process for new front end developers.
- Promoted store loyalty program,RKPPP, and RkVisa; enhancing customer engagement and driving sales consistency.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
- Discussed job performance problems with employees, identify areas needing improvement, and working with team members to find solutions.
- Trained front-line team members on customer service excellence and improving overall service ratings.
- Resolved customer problems by investigating issues, answering questions, and building rapport.
- Managed team workloads by assessing individual strengths and availability to optimize performance among team members based on individual strengths and availability.
- Communicated with store leadership on staffing, scheduling, and daily needs.
- Coordinated opening and closing tasks for front end operations.
- Monitored cash drawers, till counts, and safe handling procedures.
- Trained associates on POS registers, returns, exchanges, and store policies.
Associate
Rural King-Gun Barn
Bristol, Virginia
05.2025 - 02.2026
- Assisted customers with firearm purchases, ensuring compliance with federal, state, and local regulations.
- Answered customer questions about product features and store locations.
- Built relationships with customers by providing friendly customer service.
- Trained new associates on store operations, policies, and procedures to enhance onboarding process.
- Maintained positive working relationship with fellow staff and management.
- Organized company files using a document management system for easy access and up-to-date information.
- Helped organize product displays, post proper signage, and keep sales floor clean and presentable.
- Opened and closed sales areas, secured merchandise and equipment, and supported freight handling, cleanup, and daily store operations.
- Conducted inventory checks to ensure accuracy of shelf stock.
Customer Service Rep
Vollara
Bristol, Va
05.2020 - 11.2025
- Assisted customers and sales channels with billing, equipment, and general account maintenance via phone, providing troubleshooting for systems and air purifier devices to enhance customer satisfaction.
- Engaged with customers to identify needs, resolve issues, and provide accurate product information, ensuring a positive customer experience.
- Supported sales team members to drive growth and development.
- Increased customer satisfaction ratings by effectively answering questions, suggesting solutions, and resolving issues quickly.
- Kept records of customer interactions and transactions, thoroughly recording details of inquiries and sales.
- Provided excellent customer service to Vollara customers by addressing product inquiries, updating account information, and tracking order status.
- Facilitated Vollara orders, returns, and exchanges using customer service systems.
ATF Admin/Gun Vault Specialist
Cabela's Inc./Bass Pro Shops
06.2017 - 05.2020
- Identify errors and provide positive feedback by coaching and partnering with outfitters to provide a better understanding of ATF and State law regulations.
- Checked all completed firearms transaction paperwork before sending to proper agencies and logged daily FSO numbers.
- Respond to ATF Trace requests
- Send required reporting and paperwork to state agencies as well as ATF.
- Managed the acquisition and disposal of firearms, ensuring compliance with state laws and ATF regulations, along with Cabela's policies.
- Responsible for preparation of firearms by properly packing and shipping firearms in accordance with federal and state laws, as well as Cabela's policies.
- Executed sales transactions using point-of-sale system and handled cash drawer procedures.
- Ensured efficient shipping logistics to facilitate timely delivery and effective communication with store teams. for timely delivery, receiving, and merchandise transfer with store teams.
- Delivered courteous service and resolved customer questions in a busy retail environment.
- Maintained a positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Audited the company's legal documents to verify compliant policies and procedures.
- Replenished merchandise and maintained planogram standards across department displays.
Switchboard Operator
Cabela's Inc./Bass Pro Shops
10.2016 - 06.2017
- Handled incoming calls at the retail store and efficiently routed them to the appropriate departments, ensuring excellent customer service. Make scripted announcements throughout the day regarding products found in the store.
- Assisted customers with store information, hours, and service requests.
- Maintained knowledge of current office events and staff members locations for callers inquiring about them.
- Engaged with callers by answering their inquiries with a friendly and polite approach to deliver exceptional customer service.
- Answered incoming calls for Cabela's and Bass Pro Shops store locations.
- Routed customer inquiries to departments, managers, and sales associates.
Pt Sales Associate
Lux Spa and Tan
07.2016 - 10.2016
- Handled phone inquiries and guided customers in selecting appropriate tanning packages. Maintained cleanliness by cleaning tanning beds and managing towels, ensuring excellent customer service.
- Welcomed clients to spa and tanning areas, providing friendly and professional service.
- Scheduled appointments and managed front desk booking requests.
- Assisted clients with questions about services, memberships, and tanning rooms.
- Replenished lotions, towels, and retail displays to ensure availability for clients during the shift.
- Trained new team members in cash register operation, stock procedures, and customer services.
Patient Advocate II
IntelliHARTx
Kingsport, TN
12.2015 - 06.2016
- Managed high volume of incoming calls, delivering compassionate and knowledgeable service to patients and families to address inquiries and concerns.
- Provided knowledgeable and compassionate service in response to patient questions and concerns.
- Worked with patients to appeal insurance decisions and coordinated with providers to resolve problems.
- Resolved patient balances with hospitals by filing insurance claims, clarifying copays and deductibles, and establishing affordable payment plans to enhance patient financial understanding.
- Updated case notes in electronic records and tracking systems.
Account Services Specialist
Sprint
Bristol, Va
04.2013 - 04.2015
- Helped customers and sales channels with billing equipment and general account maintenance by phone.
Provided troubleshooting support for systems and wireless devices.
Resolved issues with wireless communication equipment and accounts to support customer satisfaction. - Processed order changes, activations, and cancellations across Sprint service records.
- Guided customers through Sprint wireless products, charges, and service options.
- Delivered customer service for account inquiries and requests, ensuring timely and accurate responses.
- Handled escalated customer issues effectively, providing solutions quickly and efficiently.
- Achieved high customer satisfaction by effectively resolving issues with expert knowledge and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
E-Chat
Sprint
Bristol, Va
01.2008 - 01.2013
- Provided chat support for retailers, including billing, equipment changes, troubleshooting, and general account maintenance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Received recognition from management for consistently delivering outstanding customer service.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Care/Nss Specialist
Sprint
Bristol, Va
01.2002 - 01.2008
- Assisted customers with billing, equipment, and account maintenance via phone; troubleshot wireless devices, ensuring customer satisfaction by resolving issues with communication equipment and accounts.
- Resolved inquiries for Sprint wireless accounts and service plans, enhancing overall customer experience.
- Processed billing adjustments using Sprint account management systems.
- Troubleshot device activation, connectivity, and network service issues, facilitating prompt resolution for customer concerns.
- Provided technical support for customers in resolving complex issues.
PSA
CVS Pharmacy
Bristol, VA
04.2000 - 04.2002
- Coordinated pharmacist support and customer service tasks to enhance patient managed insurance claim processing, prescription order handling, and customer and medication support requests to optimize service efficiency.
- Completed day-to-day duties accurately and in a timely manner.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
High School -
VHS
Bristol, VA01-2001
Skills
- Point of Sale Systems
- Customer service
- Customer Engagement
- Team supervision
- Employee training
- Recruitment coordination
- Cash Management
- Microsoft Office /Outlook
- Phone Etiquette
- Relationship building and management
- Employee motivation
- Cash handling
- Opening and closing procedures
- Shift checklists
- Team leadership
Timeline
Front End Lead
Rural King
02.2026 - Current
Associate
Rural King-Gun Barn
05.2025 - 02.2026
Customer Service Rep
Vollara
05.2020 - 11.2025
ATF Admin/Gun Vault Specialist
Cabela's Inc./Bass Pro Shops
06.2017 - 05.2020
Switchboard Operator
Cabela's Inc./Bass Pro Shops
10.2016 - 06.2017
Pt Sales Associate
Lux Spa and Tan
07.2016 - 10.2016
Patient Advocate II
IntelliHARTx
12.2015 - 06.2016
Account Services Specialist
Sprint
04.2013 - 04.2015
E-Chat
Sprint
01.2008 - 01.2013
Care/Nss Specialist
Sprint
01.2002 - 01.2008
PSA
CVS Pharmacy
04.2000 - 04.2002
High School -
VHS