Skills
Summary
Work History
Education
Generic
Melissa DeGrate

Melissa DeGrate

McKinney,TX

Skills

  • Skilled in creating documents, spreadsheets, and presentations using Microsoft Office
  • Adaptability and teamwork
  • Customer service and conflict resolution
  • Project coordination
  • Data entry expertise
  • Scheduling and dispatch operations
  • Training and mentoring

    Problem-solving and critical thinking

  • Time management and multitasking
  • Leadership and team support
  • Process improvement and accuracy
  • Excellent communication
  • Business development and planning

Summary

Results-driven professional with comprehensive background in business account management. Skilled in developing and maintaining client relationships that drive business success. Known for strong team collaboration and adaptability, ensuring consistent achievement of business goals.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Work History

Business Account Manager

Optimum Foods
Plano, TX
04.2025 - 11.2025
  • Provided ongoing customer service support to ensure client satisfaction and loyalty.
  • Maintained accurate product and order documentation while coordinating across departments.
  • Resolved inquiries quickly and professionally to maintain strong relationships with customers.
  • Contributed to process improvement efforts and team collaboration.
  • Developed strong relationships with clients, which led to higher customer retention and increased referrals.
  • Developed and maintained strong client relationships to enhance customer satisfaction and loyalty.
  • Collaborated with cross-functional teams to streamline account management processes and improve efficiency.
  • Implemented strategic plans to drive account growth, resulting in improved revenue streams.
  • Managed client relationships, ensuring timely communication and addressing inquiries effectively.
  • Developed tailored account strategies to enhance customer satisfaction and retention.
  • Managed approximately 30 incoming calls, emails, and faxes per day from customers

Dispatcher

Atmos Energy
Plano, TX
05.2022 - 10.2024
  • Coordinated delivery routes, managed driver communication, and optimized scheduling efficiency.
  • Recorded, organized, and tracked service orders and emergency dispatches in real time.
  • Supported field operations through timely information exchange and documentation.
  • Ensured all dispatch activities met safety and compliance standards.
  • Developed and maintained accurate logs for service requests and completed work orders.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of 20 fleet vehicles.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.
  • Ensured compliance with local, state, and federal regulations related to emergency communications.
  • Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
  • Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
  • Maintained high levels of confidentiality and discretion with sensitive information.
  • Answered phone calls and responded to customer emails.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Assisted in resolving customer complaints and grievances.

Customer Service Supervisor

Everise
12.2019 - 03.2022
  • Supervised a high-performing customer support team, and monitored daily metrics.
  • Addressed escalated client concerns with professionalism and empathy.
  • Trained and coached employees to improve quality scores and productivity.
  • Maintained accurate performance reports, and assisted management with workflow planning.
  • Supervised daily operations of customer service team, ensuring high standards of service quality and efficiency.
  • Developed training programs to enhance staff skills and improve overall team performance.
  • Mentored team members, fostering a culture of continuous learning and professional development.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Resolved escalated customer complaints, ensuring satisfaction and loyalty.
  • Facilitated team meetings to discuss performance metrics and areas for improvement.
  • Led by example, handling complex customer issues personally to ensure high standards of service.

QA Lead

Customer Contact Channels
05.2015 - 01.2020
  • Provided feedback and coaching to improve service delivery and consistency.
  • Collaborated with management to revise scripts and improve client satisfaction scores.
  • Developed and implemented testing strategies for new software releases, ensuring functionality and performance standards.
  • Led quality assurance initiatives to enhance customer experience across service channels.
  • Mentored and trained QA team members on best practices and testing methodologies, fostering professional growth.
  • Conducted regular audits of call center operations to ensure compliance with quality standards and regulatory requirements.
  • Mentored and encouraged employees to strive for excellence while fostering professional growth.
  • Improved quality processes for increased efficiency and effectiveness.
  • Kept scripts and test cases updated with current requirements.

Education

Bachelor of Science - Business Management

Tarleton State University
Stephenville, Texas, TX
05-2015

High School Diploma -

University High School
Waco, TX
06.2000

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