Melissa Gilliam
Houston,TX
Summary
Dynamic professional with a proven track record in customer service and passenger transportation, exemplified during my tenure at Kohl's. Skilled in stress management and adaptability, I excel in creating seamless experiences and resolving complex issues, leading to high customer satisfaction rates. My leadership and communication abilities have consistently enhanced team performance and operational efficiency.
Overview
5
5
years of professional experience
Work History
Uber Partner
Uber
Houston, TX
11.2020 - Current
- Educated passengers on the rideshare app features, promoting a seamless experience.
- Leveraged local knowledge to recommend destinations, dining, and entertainment options to passengers.
- Achieved consistently high customer scores due to exceptional service.
Customer Service Representative
Kohl's
Houston, TX
11.2022 - 03.2024
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Provided top quality control and eliminated downtime to maximize revenue.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Excelled in exceeding daily credit card application goals.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved customer complaints promptly and efficiently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Strengthened customer retention by offering discount options.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided accurate information about products and services to customers.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Assistant Customer Service Manager
Tuesday Morning
Houston , TX
08.2019 - 02.2022
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Conducted training and offered staff development opportunities to decrease process lags.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Reviewed completed work to verify consistency, quality, and conformance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Proposed or approved modifications to project plans.
- Provided exceptional customer service by responding to inquiries and resolving complaints in a timely manner.
- Monitored team performance, identified areas for improvement and implemented corrective action plans as needed.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Participated in regular meetings with senior management concerning strategic planning initiatives aimed at enhancing overall customer experience.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Revised department schedules to maximize coverage during peak hours.
- Monitored customer service performance against established standards.
- Ensured compliance with industry regulations regarding customer relations.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Provided guidance to the team regarding operational tasks such as billing, refunds and returns.
- Assisted customers with inquiries, complaints and feedback.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Education
Associate of Arts - Psychology
Lone Star College
Houston, TXSkills
- Driving safety
- Passenger transportation
- Adaptability and flexibility
- Time management
- Patience and tact
- Communication
- Customer service
- Flexibility
- Route planning
- Efficient driving
- Cleanliness
- Situational awareness
- Hospitable
- Stress management
References
References available upon request.
Timeline
Customer Service Representative
Kohl's
11.2022 - 03.2024
Uber Partner
Uber
11.2020 - Current
Assistant Customer Service Manager
Tuesday Morning
08.2019 - 02.2022
Associate of Arts - Psychology
Lone Star College