Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Melissa Desmond

Ponchatoula

Summary

Dynamic professional with extensive experience as Owner/Administrator at Sunshine Concessions, Inc., specializing in customer relationship management and staff training. Demonstrated ability to enhance team performance through effective coaching and leadership. Expertise in developing training programs that elevate service standards and drive operational success. Strong commitment to fostering client relationships and achieving business objectives.

Overview

23
23
years of professional experience

Work History

Owner/Administrator

Sunshine Concessions, Inc.
Covington
04.2002 - Current
  • Reviewed legal documents related to business operations.
  • Maintained relationships with existing clients by providing superior customer service.
  • Organized events such as trade shows and conferences.
  • Monitored performance of personnel against goals set forth by the company.
  • Collaborated with other owners on joint ventures and shared resources.
  • Managed daily operations of business, including hiring and training staff.
  • Provided direction and guidance to employees.
  • Oversaw budgeting and financial management.
  • Employed and managed vendors by negotiating deliverables, cost and expected quality.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.

Customer Service Trainer/Call Center Customer Service Representative

Netchex
Covington
05.2021 - 06.2023
  • Conducted assessments of team members to identify areas for improvement in customer service skills.
  • Created standardized policies, procedures, and guidelines for customer service representatives.
  • Developed and implemented customer service training plans and objectives.
  • Provided one-on-one coaching sessions for employees who need additional assistance in meeting expectations for providing excellent customer care.
  • Evaluated existing processes related to customer service operations and identified potential opportunities for improvement.
  • Collaborated with managers to ensure that all staff members are up-to-date on changes in policies or procedures related to customer service.
  • Delivered presentations on topics such as conflict resolution, communication skills, and active listening, tailored according to the needs of each department.
  • Developed interactive learning tools such as quizzes and games that can be used by trainees during instruction time.
  • Assisted new hires in understanding the company's products and services as well as its mission statement and vision.

Education

Some College (No Degree) - Psychology/Business

Southeastern Louisiana University
Hammond, LA

Skills

  • Customer relationship management
  • Staff training
  • Team leadership
  • Coaching techniques
  • Verbal and written communication
  • Hiring and staffing

References

References available upon request.

Timeline

Customer Service Trainer/Call Center Customer Service Representative

Netchex
05.2021 - 06.2023

Owner/Administrator

Sunshine Concessions, Inc.
04.2002 - Current

Some College (No Degree) - Psychology/Business

Southeastern Louisiana University

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