Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Dainiak

Merriam,Kansas

Summary

Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Exemplary customer service skills which significantly enhanced client satisfaction at Baldwin Americas. Ability to resolve complex issues and foster strong relationships resulted in repeat business and feedback. Problem-solving abilities underpin track record of improving service quality and efficiency.

Detail-oriented individual with exceptional communication and visualization skills to assist customers with problem solving. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Identify and address issues, with focus on solving equipment problems. Scheduling Field Specialists for onsite repairs/installations. Providing budgetary information to customers for repairs.

Overview

38
38
years of professional experience

Work History

Customer Support Specialist

Baldwin Americas
05.1997 - 10.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed high volume of inbound calls / emails while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
  • Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
  • Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.

Technical Service Coordinator

Baldwin Americas
04.1987 - 05.1997
  • Assisted in troubleshooting of technical issues, providing prompt resolution and minimizing disruptions to operations.
  • Provided exceptional customer support by maintaining open communication channels and promptly addressing concerns or inquiries.
  • Handled escalated calls for technical support to back up team members.
  • Oversaw work of technical team and tracked progress against assignment objectives.
  • Arranged installations/Repair service schedules of up to 16 Field Representatives.
  • Reviewed job time sheets and expense reports for accuracy.
  • Processed customer billing for service visits.

Education

Bachelor of Science - Earth Science / Physics / Chemistry

Western Connecticut State University
Danbury, CT
05.1983

Skills

  • Technical Customer support
  • Appointment Scheduling
  • Customer Response
  • Complaint Handling
  • Customer Relationship Management (CRM)
  • Technical Troubleshooting
  • Customer service excellence
  • Problem-solving abilities
  • Remote Technical Support
  • Technical documents comprehension
  • Service Schedule Coordination
  • Friendly and Patient

Timeline

Customer Support Specialist

Baldwin Americas
05.1997 - 10.2024

Technical Service Coordinator

Baldwin Americas
04.1987 - 05.1997

Bachelor of Science - Earth Science / Physics / Chemistry

Western Connecticut State University

Similar Profiles

CREATE PROFILE
Melissa Dainiak