Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic
Melissa Ferrante

Melissa Ferrante

Newtonville,NJ

Summary

Reliable and hard working shift leader with proven track record of exceptional customer service and consistent results. Possesses excellent communication skills, professional attitude and keen attention to detail. Superior work ethic combined with resourceful and upbeat nature. Dedicated to using latest technologies and processes to deliver highest level of efficiency.

Overview

33
33
years of professional experience

Work History

FUN EXPERT

Carnival Cruise Lines
11.2023 - Current
  • Provided superior customer service by addressing concerns promptly and professionally, resolving issues before they escalated.
  • Boosted customer satisfaction ratings by consistently maintaining a positive, energetic, and professional demeanor.
  • Built and established positive relationships with patrons, team members and supervisors.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Owner/Operator

Idle Hands By Mel
08.2016 - Current
  • Fiber Artist
  • Handmade Crochet Items with Attention to Detail
  • Consulted with customers to assess needs and propose optimal solutions.
  • Attended special events to showcase products, network with other businesses and attract new customers.
  • Sells Across Multiple Online Platforms

Shift Supervisor, Rx

CVS HEALTH CORPORATION
09.1992 - Current
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Helped store management meet standards of service and quality in daily operations.
  • Applied security, safety and loss prevention strategies during shifts.
  • Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Creates/Promotes and Engages in Team Building Activities

Education

Associates - Early Childhood Education

Atlantic Cape Community College
Mays Landing, NJ
05.1993

Skills

  • Adaptable to Changing Demands
  • Teamwork and Collaboration
  • Top Performer in Upselling Company Programs
  • Issue and Complaint Resolution
  • Professional Telephone Demeanor
  • Active Listening
  • Detail Oriented
  • Staff Training
  • Social Perceptiveness
  • Retail Sales Customer Service
  • Positive Attitude
  • Strong Work Ethic
  • Time Management
  • Multitasking
  • Reliability
  • Professional Demeanor
  • Problem-solving aptitude
  • Call center metrics
  • Call Center Support
  • Call Center Software Familiarity
  • Call Center Customer Service
  • Call Center Technology
  • Call handling efficiency
  • Verbal and written communication
  • Product Knowledge
  • Payment Processing
  • Calm disposition
  • Technical Troubleshooting
  • Computer Skills
  • De-Escalation Techniques

Additional Information

I have extensive leisure vacation planning experience for both domestic and international travel. Including hotel bookings, airline bookings, group tour bookings. I enjoy the planning almost as much as I enjoy the travel. I am always willing to learn about and take on new roles in an effort to be a well rounded individual at both work and at home.

Timeline

FUN EXPERT

Carnival Cruise Lines
11.2023 - Current

Owner/Operator

Idle Hands By Mel
08.2016 - Current

Shift Supervisor, Rx

CVS HEALTH CORPORATION
09.1992 - Current

Associates - Early Childhood Education

Atlantic Cape Community College

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