Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Melissa Grove

Customer service
Curwensville,PA

Summary

Passionate about customer service from childhood, with a deep sense of empathy and pride in making a positive impact. Experienced in CNA, caregiving, and customer service, providing exceptional support to those in need. Leveraging over a decade of customer service experience, including a role at Capital One Bank, honing communication and problem-solving skills to enhance customer satisfaction. Eager to bring proactive approach and dedication to excellence to your team, confident in making a valuable contribution to company success. Thank you for considering my application - looking forward to discussing how I can support your team.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Capital One Bank
01.2022 - 01.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information via inbound and outbound calls.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Investigated and resolved accounting, service and delivery concerns.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Identified and resolved discrepancies and errors in customer accounts.

Cpap Customer Service and Sales

American HomePatient
02.2021 - 12.2022
  • Increased sales of CPAP supplies through phone and email communication.
  • Addressed billing issues with efficiency and clarity.
  • Enhanced CPAP supply availability through systematic programming.

Receptionist/manager

Shear volume salon
01.2021 - 01.2022
  • Worked part-time on Tuesdays and Fridays but left to seek long-term and career-oriented opportunities.
  • Completed bi-weekly payroll for 12 employees.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.

CNA

Marion Manor
01.2015 - 01.2021
  • Maintained consistent care and support for residents' health and well-being.
  • Supported needs of 20+ residents under long-term care.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
  • Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.

Reception, Scheduling

Geisinger health group
01.2005 - 01.2012
  • Strengthened communication skills through regular interactions with others.
  • Developed and maintained courteous and effective working relationships.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Managed phone inquiries and facilitated patient check-ins and check-outs.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Education

Bellefonte Area JR/SR High
Pennsylvania
06.2003

Skills

  • Fast learner, great listener, care about others wellbeing, career driven, reliable, punctual, do my best at whatever I may be trying to achieve
  • Active listening
  • Customer service
  • Critical thinking
  • Problem resolution
  • Relationship building
  • Data entry
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement

Timeline

Customer Service Representative

Capital One Bank
01.2022 - 01.2024

Cpap Customer Service and Sales

American HomePatient
02.2021 - 12.2022

Receptionist/manager

Shear volume salon
01.2021 - 01.2022

CNA

Marion Manor
01.2015 - 01.2021

Reception, Scheduling

Geisinger health group
01.2005 - 01.2012

Bellefonte Area JR/SR High

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Melissa GroveCustomer service