Summary
Overview
Work History
Education
Skills
Timeline
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MELISSA CANNICLE

Customer Service Agent
7485 NW 44th Street, Apt 711, Lauderhill ,FL

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

7
7
years of professional experience

Work History

Customer Support Agent

Influx Inc.
11.2023 - 06.2025
  • Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
  • Resolved account-related issues, meeting daily performance targets.
  • Handled 60+ support tickets daily with 95% satisfaction.
  • Escalated unresolved cases to senior teams, followed up to ensure timely closure.
  • Trained/mentored new agents on support workflows, tools, customer policies.

Collections Associate

Sutherland Global Services
07.2023 - 10.2023
  • Contacted clients to recover overdue balances and negotiated manageable payment plans.
  • Secured account compliance by verifying identity and updating sensitive data accurately.
  • Managed over 100 inbound/outbound calls daily with 95% satisfaction.
  • Delivered billing support and clarified account discrepancies with professionalism.
  • Balanced empathy and policy enforcement to retain customer trust, and reduce escalations.

Supervising Manager

MC's Beauty & Beyond Cosmetics
12.2018 - 03.2023
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Welcomed customers and helped determine their needs.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Assisted in inventory management, contributing to reduction in stock discrepancies.
  • Authorize payments and the return of merchandise
  • Resolve issues that may arise, including customer requests, complaints.

Education

High School Diploma -

DeCarteret College
05.2001 -

Diploma - Customer Service Supervision L3

Southwest TVET Institute
09-2018

Skills

CRM software (Zendesk, Freshdesk, Gorgias)

Remote customer support

Microsoft Office Suite and Google Workspace

Escalation and ticket management

Organization and record-keeping

Slack and internal communication tools

Peoples App knowledge

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Timeline

Customer Support Agent

Influx Inc.
11.2023 - 06.2025

Collections Associate

Sutherland Global Services
07.2023 - 10.2023

Supervising Manager

MC's Beauty & Beyond Cosmetics
12.2018 - 03.2023

High School Diploma -

DeCarteret College
05.2001 -

Diploma - Customer Service Supervision L3

Southwest TVET Institute

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