Melissa Cipriano
Raymond,NH
Summary
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Bosch Home Comfort
Londonderry, NH
05.2022 - 09.2022
- Manual entry of purchase orders into SAP to create sales orders
- Manage multiple distributors' accounts
- Assist Tier 1 Customer Service with escalated requests for product/part selection, order status, price and availability, and other inquiries as needed
- Monitor and administer open orders from order entry (automated and manual) to receipt of shipment
- Use expert problem-solving and communication skills to identify customer experience pain points, take care of immediate customer concerns, and participate in initiatives for continuous improvement.
Customer Care
HH Brown Shoe Company
Andover, MA
05.2011 - 05.2022
- Assist 50-100+ customer interactions daily, including LiveChat/Olark, to provide successful solutions to ensure customer retention
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Trainer for new hires
- Cross-trained and provided backup support for organizational leadership.
- Conducted an analysis of potential enhancements for our online systems and recommendations initiating a work order for IT to implement the necessary changes.
- Handled all Amazon, Shopify, and Salesforce requests from uploading inventory, adding products, and closing all work orders
- Responsible for ensuring accurate accounting by identifying and addressing any errors or corrections needed First Data, CardPointe, and PayPal
- Generate reports requested by upper management on daily sales, phone call system intakes, and end-of-week/end-of-month reports
- Contributed to design reviews for comprehensive testing scenarios.
- Created in-depth training manual for all employees.
Receptionist
Yankee Alliance
Andover, MA
01.2011 - 04.2011
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Scheduled office meetings and client appointments for staff teams.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Accounting Assistant
Progressive Promotional Enterprises
Rochdale, MA
09.2009 - 02.2010
- Process company documentation, such as invoices and payments for AP/AR in Quickbooks
- Preformed manual data entry for all incoming products
- Used accounting software to prepare weekly and monthly financial reports.
Education
Some College (No Degree) - Information Technology/CyberSecurity
Southern New Hampshire University
Manchester, NH 06.2023 - Current
Skills
- Report Generation
- Call Centers
- Process Optimization
- Customer Order Management
- System Implementation
- Technologically Savvy
- Billing Adjustments and Refunds
- Complex Product Knowledge
- 80 Wpm Typing Speed
- Handling Escalations
- LiveChat Messaging
- Verbal and Written Communication
- Strong Analytical and Problem Solving Skills
- CRM Software
- MS Office
- Training and Mentoring
Timeline
Some College (No Degree) - Information Technology/CyberSecurity
Southern New Hampshire University
06.2023 - Current
Customer Service Specialist
Bosch Home Comfort
05.2022 - 09.2022
Customer Care
HH Brown Shoe Company
05.2011 - 05.2022
Receptionist
Yankee Alliance
01.2011 - 04.2011
Accounting Assistant
Progressive Promotional Enterprises
09.2009 - 02.2010
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