Melissa Cox
Norfolk,VA
Summary
Military background, detail oriented, strong, and efficient organizational skills. Strives for quality and efficiency with every job and works exceptionally as an active team player or can work independently. Very proactive and goal-oriented while being able to multitask to complete all necessary tasks. Team Player -Excellent Customer Service -Adaptability -Skillful Helpdesk Management -Document Organization Expert -Data Analysis -Exceptional Time Management -Leadership Experience -Proficient Microsoft 365 experience -Quick Decision-Making Skills -DoD Experience -Outstanding Oral and Written Communication -Problem Solving. Experience working on a variety of platforms such as AMP, SalesForce
Overview
13
13
years of professional experience
Work History
Payoff Specialist / Client Care Specialist
Rocket Mortgage/Quicken Loans
09.2020 - 10.2022
- A customer support specialist ensuring clients had assistance during their loan process till they reached closing. Phones, emails, chats along with conference calls.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Dietary Specialist
Pomeroy Living Sterling
03.2019 - 02.2020
- Served meals to residents in accordance with established schedules and dietary procedures.
- Delivered nourishment and supplements to thenurse station for distribution to specific residents.
- Reported and documented resident changes in consumption or behaviors.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
Caregiver
Private Care Associates
04.2017 - 11.2019
- Handled multiple individuals’ healthcare by administrating medicines, getting to appointments, handled family relations in response to passing of elderly
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
Server
Oasis Mediterranean Cuisine
02.2017 - 11.2019
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Service Department Associate
Materion
09.2014 - 06.2015
- Quickly became the lead for the hiring team due to impeccable time management and organizational skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Petty Officer Second Class
United States Coast Guard
08.2006 - 03.2010
- Conducted boat boardings, Search and Rescue, and various types of safety patrols while working as the assistant security officer managing continuous inspections, logs of calls, boarding operations, and security cases.
Education
Associates - General Studies, Molecular Biotechnology, Business and Radiation, Small Business and Entrepreneurship
Macomb Community College
2020
Applied Science
Jackson College
2016
Skills
- SKILLS
- Collecting Information
- Persuasive Negotiations
- Training and Coaching
- Customer Service
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- High-Volume Call Environments
- Administrative and Office Support
- Conflict Resolution and Mediation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Payoff Specialist / Client Care Specialist
Rocket Mortgage/Quicken Loans
09.2020 - 10.2022
Dietary Specialist
Pomeroy Living Sterling
03.2019 - 02.2020
Caregiver
Private Care Associates
04.2017 - 11.2019
Server
Oasis Mediterranean Cuisine
02.2017 - 11.2019
Service Department Associate
Materion
09.2014 - 06.2015
Petty Officer Second Class
United States Coast Guard
08.2006 - 03.2010
Associates - General Studies, Molecular Biotechnology, Business and Radiation, Small Business and Entrepreneurship
Macomb Community College
Applied Science
Jackson College
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