Melissa Davis
Mobile,AL
Summary
Customer Service Representative 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
15
15
years of professional experience
Work History
Reservationist
Nj Transit
04.2023 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Provided customers with information about availability and pricing.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Customer Service Representative
Resultscx
10.2022 - 04.2023
- Recommended products to customers, thoroughly explaining details.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed over 50 customer calls per day
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
Customer Service Agent, Contract
Freelancer
01.2021 - 12.2023
- Effectively communicated with customers about account changes, new products or services
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Handled 50 calls per day to address customer inquiries and concerns
- Contacted customers to return routine and general calls promptly.
Tax Preparer
Self-employed
12.2019 - 04.2023
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
- Delivered comprehensive tax documentation required for accurate individual and corporate returns.
- Offered clients recommendations to reduce tax liabilities.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Provided information about available products and services to clients, resulting in increased business opportunities.
- Facilitated integration of modern tax software with client accounting software.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
- Completed and filed returns with tax departments at local, state and federal levels.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
- Managed over 30 clients during tax season
- Delivered comprehensive tax documentation required for accurate individual and corporate returns
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
Customer Service Representative
Concentrix
04.2022 - 08.2022
- Provided primary customer support to internal and external customers.
- Recorded account information to open new customer accounts.
- Collected and analyzed customer information to prepare product or service reports.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Barista
Au Bon Pain
04.2019 - 05.2020
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Engendered customer loyalty by remembering personal preferences and allergy information.
- Trained new employees, sharing knowledge and expertise of coffees, teas and merchandise.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Waitress
Panini Pete's
01.2018 - 04.2019
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Bussed and reset tables to keep dining room and work areas clean.
- Increased sales significantly by upselling higher-end products to customers.
- Checked identification for minimum age for sale of alcoholic beverages.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Noted special patron requests and followed up with kitchen to confirm delivery.
Server
Red Lobster
07.2013 - 02.2018
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Bussed and reset tables to keep dining room and work areas clean.
- Increased sales significantly by upselling higher-end products to customers.
- Completed table resets by wiping down surfaces and refilling condiments.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Greeted incoming guests and managed accurate seating based on customer desires and server loads.
- Noted special patron requests and followed up with kitchen to confirm delivery.
Call Center Customer Service Representative
Benefeds
08.2015 - 02.2016
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
Banquet Server
La Pizzeria
09.2008 - 02.2013
- Stayed up-to-date on menu changes to help customers make food choices.
- Guided arriving guests to tables, took drink orders and relayed information to bartenders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Arranged linens and table settings according to seating plan and event theme.
- Executed synchronized meal service simultaneously serving multiple guests.
- Applied wine and spirit expertise toward recommending appropriate parings for chosen meals and personal tastes.
Education
Associate of Applied Science - Accounting Technology And Bookkeeping
Bishop State Community College
Mobile, AL12.2023
High School Diploma -
Williamson High School
Mobile, AL05.2009
Technical - Computer Networking
Bryant Career Technical Center
Irvington,Al05.2009
Skills
- Service standard compliance
- Order fulfillment
- Technical Support
- Proficient use of Microsoft Office applications (Word, Excel) and internet resources
- Database Management
- Written and oral communication
- Issue and Complaint Resolution
- Travel Reservations
- Customer Service
Timeline
Reservationist
Nj Transit
04.2023 - Current
Customer Service Representative
Resultscx
10.2022 - 04.2023
Customer Service Representative
Concentrix
04.2022 - 08.2022
Customer Service Agent, Contract
Freelancer
01.2021 - 12.2023
Tax Preparer
Self-employed
12.2019 - 04.2023
Barista
Au Bon Pain
04.2019 - 05.2020
Waitress
Panini Pete's
01.2018 - 04.2019
Call Center Customer Service Representative
Benefeds
08.2015 - 02.2016
Server
Red Lobster
07.2013 - 02.2018
Banquet Server
La Pizzeria
09.2008 - 02.2013
Associate of Applied Science - Accounting Technology And Bookkeeping
Bishop State Community College
High School Diploma -
Williamson High School
Technical - Computer Networking
Bryant Career Technical Center