Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

MELISSA CHIWARA

Fort Worth,TX

Summary


A proactive and results-oriented professional with an excellent reputation for resolving client issues and handling multiple responsibilities simultaneously, well developed interpersonal skills and enhancing customer satisfaction, with a solid ability to multitask, prioritize and manage time effectively. Dedicated to delivering outstanding service and support clients in a dynamic customer service role.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Best Choice Health and Wellness
12.2022 - Current
  • Maintained an impressive 90% client satisfaction rate by consistently delivering exceptional customer service, addressing client inquiries, and resolving issues while adhering to strict compliance guidelines.
  • Fostered strong relationships with new clients through personalized follow-ups, ensuring that all questions were answered and additional information provided, resulting in higher long-term engagement and satisfaction.
  • Effectively engage with clients by initiating conversations, anticipating inquiries, and conveying information clearly and confidently.
  • Leveraged problem solving skills and critical thinking to identify and resolve inefficiencies resulting in an improvement of response times.
  • Successfully improved customer service experience and exceeded team goals through collaborative efforts with staff.
  • Achieved higher levels of service delivery by employing excellent communication abilities, ensuring customer satisfaction by educating them about the diverse range of available products and services.
  • Utilized SalesForce, Microsoft Teams, Teramind, and Five9 to efficiently manage data and track customer interactions.

Customer Service Representative

Higher Horizons Healthcare
01.2019 - 11.2022
  • Received recognition for outstanding performance, resulting in recommendation for promotion to challenging position within one year.
  • Managed a high volume of 150 to 250 inbound calls daily, including updating client information,handling late payments and conducting product satisfaction surveys.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming and positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Monitored and optimized performance metrics, consistently surpassing operational targets while swiftly resolving conflicts to foster teamwork.
  • Enhanced team performance by mentoring and training new hires, ensuring smooth adaptation to company software and responsibilities, and continuously improving training programs to ensure thorough preparation and smooth onboarding.
  • Exhibited strong analytical, problem-solving, and creative thinking skills by conducting thorough research and troubleshooting to deliver precise business solutions.

Education

Bachelor of Science - Medical Sciences

Yangtze University
2022

Skills

  • Customer Service Phone Etiquette & Client Engagement
  • Client Relationship Management
  • High Impact Presentation Delivery
  • Data Entry, Reports Preparation & Documentation
  • Customer Acquisition & Lead Generation
  • Compliant Handling/Dispute Resolution
  • Research & Analysis (Data Driven Decision-Making)
  • Inbound and Outbound Call
  • Operational Problem Solving
  • Time Management
  • Best Practice &Quality Standards
  • Cross-Functional Collaboration & Teamwork
  • Tolerance and Resilience
  • Critical Thinking
  • Active listening
  • Multitask
  • Organizational Skills

TECHNICAL SKILLS

  • CRM Tools: SalesForce, Five9, InfusionSoft CRM, Grafana CRM
  • Collaboration Tools: Microsoft Teams, Slack, Zoom
  • Remote Support Tools: TeamViewer, AnyDesk
  • Other Software: Excel, Adobe Suite, Teramind

Accomplishments

  • Exhibited strong analytical and problem-solving skills by conducting thorough research and troubleshooting to deliver precise business solutions.
  • Monitored and optimized performance metrics, consistently exceeding operational targets, and swiftly resolving conflicts to uphold team cohesion.
  • Achieved a 90% customer satisfaction rate, which is 15% higher than the company average within a few months of being employed.
  • Developed and implemented a comprehensive training program for new team members, including hands-on exercises, role-playing scenarios, and detailed instructional materials to ensure thorough
    preparation and smooth onboarding.

Timeline

Customer Service Representative

Best Choice Health and Wellness
12.2022 - Current

Customer Service Representative

Higher Horizons Healthcare
01.2019 - 11.2022

Bachelor of Science - Medical Sciences

Yangtze University
MELISSA CHIWARA