Melissa Escalante
San Antonio,TX
Summary
Dynamic Customer Care Associate at Inspire Sleep with a proven track record in problem resolution and customer education. Expertise in CRM and effective communication has led to enhanced service delivery and successful training of new associates, significantly driving customer satisfaction and loyalty. Recognized for developing innovative strategies that improved customer engagement and streamlined feedback analysis.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Care Associate
Inspire Sleep
San Antonio , TX
11.2022 - Current
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving.
- Documented customer interactions in the customer relationship management system.
- Collaborated with team members to improve service delivery processes.
- Educated customers on features and benefits of products and services.
- Monitored and tracked customer feedback to enhance service quality.
- Maintained knowledge of company policies to ensure compliance in service delivery.
- Supported training for new associates on customer care procedures and systems.
- Resolved customer issues in a timely manner.
- Followed up with customers to ensure satisfaction with resolution.
- Generated reports to track customer interactions and feedback.
Sales Lead
Salelytics
San Antonio, TX
11.2022 - 07.2025
- Guided sales team in achieving monthly targets and enhancing customer engagement.
- Trained new sales representatives on products and effective selling techniques.
- Analyzed customer feedback to improve service delivery and product offerings.
- Developed relationships with key clients to foster loyalty and repeat business.
- Assisted in the implementation of sales strategies to maximize revenue growth.
- Provided training sessions for new employees on sales techniques, procedures.
- Resolved customer complaints in an efficient manner while maintaining quality standards.
- Exceeded department expectations for productivity and accuracy levels.
- Analyzed customer feedback to identify areas for improvement in products and services.
- Developed and implemented a successful sales strategy to increase revenue.
- Made outbound sales calls to contact prospective leads, using effective communication skills.
- Created reports and presentations on weekly sales performance to senior management.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Intake Specialist
Hill Country Orthotics
San Antonio, TX
10.2019 - 11.2020
- Facilitated patient intake process for orthotic assessments and consultations.
- Managed scheduling and coordination of patient appointments efficiently.
- Collected and verified patient insurance information for billing purposes.
- Assisted patients in completing necessary documentation and forms accurately.
- Communicated effectively with healthcare providers regarding patient needs and follow-ups.
- Maintained organized records of patient interactions and progress notes securely.
- Collaborated with team members to improve overall intake workflow processes.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Issued, gathered and inspected intake forms to confirm correct signatures and information.
- Processed paperwork, obtained billing forms and secured confidential information.
- Updated patient information on computer system to maintain billing accuracy.
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
- Coordinated with external agencies to ensure continuity of care for clients.
- Ensured that all necessary paperwork was completed accurately before discharge from program.
- Coordinated schedules and appointments, sending out reminders regarding appointment dates.
- Made outbound calls to providers to obtain information necessary to create or update authorization.
- Investigated insurance policies to determine claim eligibility and processed files in accordance with instructions.
- Corresponded with hospitals and medical offices regarding incoming home health referrals.
Assistant Store Manager
Patriot Outfitters
San Antonio, TX
12.2018 - 12.2019
- Assisted in managing daily store operations and maintaining inventory levels.
- Trained and mentored new staff on customer service best practices.
- Implemented visual merchandising strategies to enhance product displays.
- Coordinated staff schedules to ensure adequate coverage during peak hours.
- Resolved customer inquiries and complaints to maintain satisfaction standards.
- Analyzed sales data to inform restocking and promotional strategies.
- Maintained knowledge of outdoor gear and apparel to assist customers effectively.
- Collaborated with management on team performance evaluations and training needs.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Handled scheduling for store shifts to achieve adequate staffing.
- Ensured compliance with all safety regulations throughout the store premises.
- Maintained inventory by checking merchandise to determine levels.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Coordinated with vendors to secure product availability at competitive prices.
- Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
- Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
- Analyzed market trends to identify opportunities for product expansion or improvement.
- Implemented strategic marketing initiatives to drive revenue growth across multiple channels.
- Created promotional campaigns to increase brand awareness and attract new customers.
- Maintained a safe working environment by enforcing safety regulations.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Formed and sustained strategic relationships with clients.
Education
High School Diploma -
Thomas Jefferson High School
San Antonio, TX06-1989
Some College (No Degree) -
San Antonio College
San Antonio, TXSkills
- Java
- Python
- JavaScript
- SQL
- Customer relationship management
- Problem resolution
- Product knowledge
- Customer feedback analysis
- Training and development
- Sales strategy implementation
- Team collaboration
- Time management
- Data reporting
- Adaptability to change
- Effective communication
- Critical thinking
- Complaint handling
- Customer education
- Research skills
- Reporting and analysis
- Escalation management
- Dispute resolution
- Email management
- Payment processing
- Coaching and mentoring
- Call center experience
- Language proficiency
- Phone etiquette
- Adaptability and flexibility
- Email correspondence
- Call logging
- Technical troubleshooting
- Data entry
- Issue escalation
- Database research
- Documentation and reporting
- Task prioritization
- Point-of-sale system
- Issue follow up
- Multitasking and organization
- Appointment scheduling
- Customer relations
- Project management
- First call resolution
- Call handling
- Email communication
- Verbal and written communication
- Brand representation
- Inbound customer service
- Relationship building
- Order processing
- Empathy and patience
- Customer service
- Decision-making
- Punctuality and reliability
- Stress management
- Quality assurance
- Active listening
- Upselling techniques
- Product education
- Persuasion skills
- Business development understanding
- Customer needs assessments
- Investigate claims
- Resourcefulness
- Work prioritization
- Business ethics
Certification
Certified Java Developer, Oracle, 06/01/21
Personal Information
Date of Birth: 01/01/90
Affiliations
- Co-chair of Emerging Professionals Group
- Leader in Veterans Employee Resource Group
- Loaned Executive Member for United WAy
Accomplishments
- Set sales record for new agents
- received "Outstanding Customer Service" awards
- continuously achieved top QA scores
- lead my team to participate in company events that lead to a 60% increase in team participation, as well as more families and organizations benefiting from grants the company provide.
- developed a faster way to catalog inventory. This lead to insured homeowners receiving payment of their claim faster
- developed an "on the floor" kudos system for agents that lead ri higher QA scores and better results for our client
- established an entire QA department for our partner company overseas
- developed a new syllabus with lesson planning and special assignments
Languages
Spanish
Professional
References
References available upon request.
Timeline
Customer Care Associate
Inspire Sleep
11.2022 - Current
Sales Lead
Salelytics
11.2022 - 07.2025
Intake Specialist
Hill Country Orthotics
10.2019 - 11.2020
Assistant Store Manager
Patriot Outfitters
12.2018 - 12.2019
High School Diploma -
Thomas Jefferson High School
Some College (No Degree) -
San Antonio College
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