Melissa Floyd
Grimesland,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative/VIP Customer Team Member
Overton's/Camping World
09.2016 - 01.2021
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
- Provided primary customer support to internal and external customers in fast-paced environment
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Educated customers on promotions to enhance sales
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Issued receipts and processed refunds, credits, or exchanges
- Answered product questions with up-to-date knowledge of sales and store promotions.
Answering Service Operator
Creative
08.2015 - 09.2016
- Maintained high level of customer service through friendly and polite demeanor
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Collected and verified directory information, including telephone numbers, addresses and proper spelling of names
- Relayed and transcribed written and verbal messages
- Connected callers with appropriate professional, department or business.
Tax Preparer
Liberty Tax Service
11.2014 - 04.2016
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement
- Delivered comprehensive tax documentation required for accurate individual and corporate returns
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities
- Offered clients recommendations to reduce tax liabilities
- Maintained complete records of client tax returns and supporting documentation in secured areas
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation
- Prepared tax returns, extensions, tax planning calculations and write-ups for all types of organizations and entities, including individuals.
Customer Service Representative
NEW Crop
11.2012 - 12.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Maintained excellent levels of customer service by efficiently meeting customer needs for all types of satellite systems.
Customer Service Representative
Convergys
07.2009 - 04.2011
- Suggested new procedure to persuade cancelling customers to stay with company.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Submitted service tickets for equipment maintenance requests.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
Education
Associate of Applied Science - Allied Health Sciences
South University
Savannah, GA07.2023
High School Diploma -
D H Conley High School
06.2008
Skills
- Professional telephone demeanor
- Sales expertise
- Complaint resolution
- Good listening skills
- Technical Support
- Excellent Customer Service
- Diversity and Inclusion
- Office Management
- Crisis Intervention
- Administrative Support
- Data Entry
Timeline
Customer Service Representative/VIP Customer Team Member
Overton's/Camping World
09.2016 - 01.2021
Answering Service Operator
Creative
08.2015 - 09.2016
Tax Preparer
Liberty Tax Service
11.2014 - 04.2016
Customer Service Representative
NEW Crop
11.2012 - 12.2013
Customer Service Representative
Convergys
07.2009 - 04.2011
Associate of Applied Science - Allied Health Sciences
South University
High School Diploma -
D H Conley High School
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