Summary
Overview
Work History
Education
Skills
Timeline
Generic

MELISSA DEGRATE

Plano,TX

Summary

I am motivated and eager to start a chapter in life with a company I can continue to grow with. I have over 8 years of call center experience, including 1+ year as a supervisory and 2 years in quality assurance, I am a professional who is eager to advance my career by leveraging my extensive knowledge and expertise. As a self-motivated and organized individual, who excel in problem-solving, decision-making, and maintaining a high level of professionalism when interacting with my fellow colleagues and customers. Im confident in my ability to provide guidance, support, and uphold professional work etiquette with a company I can develop with.

Overview

12
12
years of professional experience

Work History

Dispatcher

Atmos Energy
05.2022 - Current
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
  • Scheduled and organized delivery routes.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Planed, communicates, and dispatches work orders, emergency line locates, and pipeline encroachment locates to the appropriate resources in a timely manner.
  • Directed dispatching, routing, and tracking of 5 fleet vehicles.

Customer Service Supervisor

Everise
01.2020 - 04.2022
  • Providing direction to the customer service team
  • Directing, overseeing, and reviewing the work of staff
  • Conducting training classes for new employees
  • Investigating and solving customer service complaints
  • Maintaining documentation pertaining to customer service department activities
  • Performed additional duties as needed
  • Excellent phone and customer service etiquette
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.

QA-Quality Assurance/team Lead

Customer Contact Channels
06.2015 - 01.2020
  • Call center Quality assurance
  • I processed and monitored our customer service team conversation with our clients
  • Graded calls to ensure excellent customer service and for training purposes
  • Created requirements for milestones and monitored completion of tasks for QA team.
  • Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
  • Communicated directly with QA team to resolve user-reported problems and questions.
  • Updated training database to help resolve common issues.

Cashier

Harris Creek (Ben's Short Stop)
01.2013 - 05.2015
  • I was trained in all areas of the store including opening and closing procedures
  • Worked and maintained the cash register and provided customer service daily
  • Answered questions about store policies and addressed customer concerns.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Built relationships with customers to encourage repeat business.

Education

GED -

University High School
Waco, TX

Skills

  • Proficient in Microsoft applications
  • Exceptional verbal communication skills
  • Driver communication
  • Prioritizing calls
  • Dispatching procedures
  • Dispatching field personnel

Timeline

Dispatcher

Atmos Energy
05.2022 - Current

Customer Service Supervisor

Everise
01.2020 - 04.2022

QA-Quality Assurance/team Lead

Customer Contact Channels
06.2015 - 01.2020

Cashier

Harris Creek (Ben's Short Stop)
01.2013 - 05.2015

GED -

University High School

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MELISSA DEGRATE