Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Melissa Flores

Sweetwater,TX

Summary

Goal-oriented professional with a background in leading customer service teams. Bring experience managing escalated customer issues, training new hires, and implementing process improvements to enhance productivity. Strengths include strong communication skills, conflict resolution expertise, and adaptability to fast-paced environments. In previous roles, have consistently improved team performance through innovative strategies and motivational leadership.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative Team Lead

CIC Investments Inc
Abilene, TX
09.2019 - Current
  • Created, implemented and maintained departmental policies and procedures.
  • Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
  • Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
  • Trained newly hired Customer Service Representatives on company policies, procedures and protocols.

Senior Regional Manager

PRIMERICA FINANCIAL SERVICES LIMITED
Sweetwater, TX
01.2019 - Current
  • Developed strategic plans for increasing market share in the region.
  • Monitored performance of sales team and provided guidance on improvement areas.
  • Conducted regular meetings with key customers to understand their needs and develop solutions accordingly.
  • Supervised a team of Regional Managers, providing training and support as needed.
  • Created reports outlining progress towards meeting objectives and presented findings at executive-level meetings.
  • Performed in-depth financial analysis to assess clients' current net worth and future investment goals.

General Manager

Bahlman Cleaners
Sweetwater, TX
06.2007 - 08.2019
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Maintained relationships with vendors to obtain the best pricing on supplies and materials.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.

Education

High School Diploma -

Sweetwater High School
Sweetwater, TX
05-2007

Skills

  • Team Management
  • Product Knowledge
  • CRM Software
  • Complaint Handling
  • Team coaching
  • Data Entry
  • Skill Development
  • Continuous Improvement
  • Inbound and outbound calls

Affiliations

I enjoy coaching 5th and 6th grade volleyball for Sweetwater Youth Volleyball League.

Certification

  • Texas Life Insurance License #2528307

Timeline

Customer Service Representative Team Lead

CIC Investments Inc
09.2019 - Current

Senior Regional Manager

PRIMERICA FINANCIAL SERVICES LIMITED
01.2019 - Current

General Manager

Bahlman Cleaners
06.2007 - 08.2019

High School Diploma -

Sweetwater High School

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Melissa Flores