Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Melissa Ellis

Statesville,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience

Work History

Bartender

Boxcar Grille
Statesville , NC
11.2016 - Current
    • Kept bar presentable and well-stocked to meet customer needs.
    • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
    • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
    • Followed alcohol awareness procedures for preventing excessive guest intoxication.
    • Adhered to state laws regarding alcoholic beverage services and customer regulations.
    • Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
    • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.

Sales Associate

Goodwill Industries Store & Donation Center
Troutman, NC
02.2015 - 10.2017
    • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
    • Provided positive first impressions to welcome existing, new and potential customers.
    • Helped customers locate products and checked store system for merchandise at other sites.
    • Answered customer questions regarding sizing, accessories and proper care for merchandise.
    • Engaged with customers to effectively build rapport and lasting relationships.
    • Prepared merchandise for sales floor by pricing or tagging.

Customer Service Representative

Lowes Home Improvement
North Wilkesboro, NC
03.2014 - 02.2015
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Answered customer telephone calls promptly to avoid on-hold wait times.
    • Answered constant flow of customer calls with minimal wait times.
    • Offered advice and assistance to customers, paying attention to special needs or wants.
    • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
    • Resolved concerns with products or services to help with retention and drive sales.
    • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
    • Educated customers on current promotions, upgrades or new offerings available under current plan.
    • Maintained accurate and current customer account data with manual forms processing and digital information updates.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Responded proactively and positively to rapid change.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Exhibited high energy and professionalism when dealing with clients and staff.
    • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
    • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
    • Delivered prompt service to prioritize customer needs.
    • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
    • Provided primary customer support to internal and external customers.
    • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
    • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Weaver

Schneider Mills
Taylorsville, NC
11.2011 - 10.2013
  • Removed defects in cloth by cutting and pulling out filling.
  • Inspected products to verify manufacturing specifications and determine if machines need adjustment.
  • Examined looms to determine causes of loom stoppage such as warp filling, harness breaks or mechanical defects.
  • Inspected woven cloth to detect weaving defects.
  • Threaded yarn, thread and fabric through guides, needles and rollers of looms.
  • Loaded knitters or creels with specific yarn based specifications laid out by production sheets and client orders.
  • Monitored equipment during use to promote successful operations by completing real-time adjustments and enhancements.
  • Inspected equipment, completed routine maintenance and escalated larger repairs to maintenance teams to maintain optimal production levels.

Detention Officer

Iredell County Sheriffs Office
Statesville, NC
03.2009 - 10.2011
    • Wrote daily reports and maintained logs of inmate activities and behaviors.
    • Attended to feeding, housing and physical well-being of inmates.
    • Conducted physical searches of prisoners and premises in search of weapons and contraband.
    • Regularly conducted security and sanitation checks.
    • Took custody of prisoners from arresting officers to begin processing into detention facility.
    • Physically restrained prisoners during prisoner altercations using leverage holds and legal force.
    • Inspected jail conditions and took action to rectify problems in order to meet state and federal regulations for health and safety.
    • Processed inmates by taking photographs and fingerprints.
    • Processed prisoners through appropriate identification and documentation processes as part of facility booking procedures.
    • Made rounds at specified intervals and conducted head counts and roll calls.
    • Searched building and grounds, living quarters and work areas for contraband.
    • Completed dorm sanitation and maintenance checks and reported results to management.

Dealer Registration Office Clerk

Manheim Auto Auction
Statesville, NC
07.2001 - 03.2009
  • Interacted with customers by phone, email or in-person to provide information.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Responded to inquiries from callers seeking information.
  • Assist car dealers in completing paperwork to register at auction
  • Operate office machines, such as photocopiers and scanners, facsimile machines, voicemail systems and personal computers
  • Maintain and update filing, inventory, mailing and database systems, either manually or through computer
  • Communicate with customers, employees, and other individuals to answer questions or explain information and address complaints
  • Compute, record and proofread data and other information, such as records or reports
  • Review files, records, and other documents to obtain inform to respond to requests
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Certificate - Administrative Assistance And Secretarial Science

Mitchell Community College
Statesville, NC
05.1997

GED -

Mitchell Community College
Statesville, NC
05.1995

West Iredell High School
Statesville, NC

Los Fresnos High School
Los Fresnos, TX

Skills

  • Responding to Difficult Customers
  • High-Volume Environments
  • Issue and Complaint Resolution
  • Customer Data Confidentiality
  • Call Center Operations
  • Good Listening Skills
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Team-Oriented and Cooperative
  • Proactive Self-Starter
  • Inbound and Outbound Calling

Timeline

Bartender

Boxcar Grille
11.2016 - Current

Sales Associate

Goodwill Industries Store & Donation Center
02.2015 - 10.2017

Customer Service Representative

Lowes Home Improvement
03.2014 - 02.2015

Weaver

Schneider Mills
11.2011 - 10.2013

Detention Officer

Iredell County Sheriffs Office
03.2009 - 10.2011

Dealer Registration Office Clerk

Manheim Auto Auction
07.2001 - 03.2009

Certificate - Administrative Assistance And Secretarial Science

Mitchell Community College

GED -

Mitchell Community College

West Iredell High School

Los Fresnos High School

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