Melissa DeTota
New York Mills,NY
Summary
Adept at enhancing customer satisfaction and resolving inquiries. I excel in complaint handling and customer education, significantly boosting client retention. My approach combines empathetic client relationships with a proven ability to quickly adapt and implement effective solutions, showcasing a blend of hard and soft skills.
Overview
13
13
years of professional experience
Work History
Sr. Client Service Rep.
Bank of America
06.2020 - Current
- Enhanced customer satisfaction by promptly addressing and resolving client inquiries and concerns.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
Order Puller
Tractor Supply Distribution Center
10.2019 - 03.2020
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Maintained a safe working environment by adhering to safety protocols and properly handling equipment during order pulling.
- Checked each order for completeness and accuracy.
Lead Bartender
Woodland Farm Brewery
03.2017 - 10.2019
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
School Aide
United Cerebral Palsy
09.2016 - 03.2017
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Chaperoned field trips and extracurricular activities, ensuring student safety and a positive experience for all participants.
- Offered constructive feedback on lesson plans and teaching methods based on classroom observations, contributing to teacher growth and development.
- Managed inventory supplies for classrooms, ensuring adequate resources were available when needed by teachers or administrators.
Mental Health Technician
Hutchings Psychiatric Center
09.2014 - 06.2016
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Improved patient well-being by providing compassionate care and support during their mental health journey.
- Monitored patient behavior and immediately reported changes to supervising physician.
- Took and monitored vital signs and managed patient behavior.
Regional Training Manager
Emily’s Cleaning
05.2012 - 09.2014
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Increased overall workplace efficiency through the implementation of effective training strategies.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Substance Abuse Prevention Counselor
Insight House
09.2011 - 03.2013
- Maintained accurate documentation of client progress, facilitating informed decision-making within the treatment team.
- Developed relapse prevention strategies for clients transitioning out of treatment programs, empowering them to maintain long-term sobriety.
- Reduced substance abuse relapse rates by implementing evidence-based counseling strategies and treatment plans.
- Established trusting relationships with clients, creating an open dialogue about their experiences and challenges related to substance abuse.
Education
Associate of Science - Human Services
Herkimer County Community College
Herkimer, NY05-2011
Skills
- Call center experience
- Customer Support
- Complaint Handling
- Customer Education
- Strong leadership
Timeline
Sr. Client Service Rep.
Bank of America
06.2020 - Current
Order Puller
Tractor Supply Distribution Center
10.2019 - 03.2020
Lead Bartender
Woodland Farm Brewery
03.2017 - 10.2019
School Aide
United Cerebral Palsy
09.2016 - 03.2017
Mental Health Technician
Hutchings Psychiatric Center
09.2014 - 06.2016
Regional Training Manager
Emily’s Cleaning
05.2012 - 09.2014
Substance Abuse Prevention Counselor
Insight House
09.2011 - 03.2013
Associate of Science - Human Services
Herkimer County Community College
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