Melissa Cook
Mesa,AZ
Summary
Customer Experience Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Lemonade
06.2019 - Current
- Consistently top performer taking over 900 calls and 300 emails a month.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
Trainer Manager Chat and Phones
GC Services
01.2017 - 10.2018
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
Chat Retention Team Support Specialist/Trainer
Convergys
04.2016 - 10.2017
- Handled inbound customer chat conversations from various websites.
- One on one coaching with team members to help increase stats.
- Responsible for escalations and supervisor chats.
- Transitioned new hires from training to production.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
CNA -
Front Range Community College
Westminster, CODiploma - Completed
William J Palmer High School
Colorado Springs, CO1994
Skills
- Digital Chat
- Emails
- Auto insurance
- Policy renewals
- Identifying, and fulfilling needs of others
- Excellent communication skills
- Quotes and sales
- Billing
- Coaching
- Technical support
Additional Information
- Personal Lines: Arizona - Resident , Washington Non-Resident , Oregon Non - Resident , Pennsylvania Non - Resident , New Jersey Non - Resident, California Non - Resident, Virginia Non - Resident, Illinois Non - Resident.
Timeline
Customer Experience Specialist
Lemonade
06.2019 - Current
Trainer Manager Chat and Phones
GC Services
01.2017 - 10.2018
Chat Retention Team Support Specialist/Trainer
Convergys
04.2016 - 10.2017
CNA -
Front Range Community College
Diploma - Completed
William J Palmer High School
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