Melissa Franks
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. I am a highly-motivated individual with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Associate
Results-Cx
08.2022 - 03.2024
- Followed policies and procedures to meet or exceed established performance requirements..
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Kept detailed records of customer interactions to track and resolve issues quickly.
Customer Service Representative
Teleperformance USA
08.2021 - 05.2022
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Deputy County Clerk
Wichita County
05.2016 - 11.2016
- Stocked counters with forms, film and license supplies to maintain inventory levels.
- Issued permits and licenses for marriages, fishing, hunting and dogs.
- Provided excellent customer service on phone and in-person to individuals from socially, economically and culturally diverse backgrounds.
- Verified application data and account information against legal documentation to determine accuracy and integrity.
- Recorded vital and fiscal records and accounts.
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
- Verified document authenticity to process license application.
Secretary
Wise County Farm Bureau
04.2015 - 05.2016
- Greeted visitors and directed to appropriate location or person.
- Assisted with accounts receivable and accounts payable functions.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Responded to customer issues to provide immediate resolution and improve retention.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
- Handled incoming calls and directed callers to appropriate department or employee.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
Insurance Customer Service Representative
The Hansford Agency
06.2013 - 04.2015
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Handled modification and updating of policies.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Navigated computer system to look up customer information and update policies.
- Attended training and educational seminars to enhance knowledge and credentials.
- Precisely calculated refunds, premiums and adjustments.
- Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
- Asked probing questions and offered solutions to resolve customer issues.
Education
High School Diploma -
Rivercrest High School
Bogata, TX05.1989
Skills
- Customer Service
- Administrative and Office Support
- Work Prioritization
- Problem Resolution
- Team Collaboration
- Complaint Handling
- Customer Relationship Management (CRM)
- POS System Operation
- Refunds and exchanges
- Multi-Line Phone Systems
- Clerical Support
- Calm and Professional Under Pressure
- Computer Skills
Timeline
Customer Service Associate
Results-Cx
08.2022 - 03.2024
Customer Service Representative
Teleperformance USA
08.2021 - 05.2022
Deputy County Clerk
Wichita County
05.2016 - 11.2016
Secretary
Wise County Farm Bureau
04.2015 - 05.2016
Insurance Customer Service Representative
The Hansford Agency
06.2013 - 04.2015
High School Diploma -
Rivercrest High School