Melissa Haas
Riverview,FL
Summary
Customer Care Social Media Supervisor with extensive experience in managing customer interactions, and safeguarding brand reputation across multiple channels. Proven track record in training and supporting team members to foster growth and advancement. Skilled in directing day-to-day operations, implementing policies, and enhancing customer service processes.
Overview
13
13
years of professional experience
Work History
Customer Care Social Media Supervisor
Rooms To Go
Seffner, FL
07.2021 - Current
- Provided support and guidance to the support staff.
- Facilitated an innovative culture to foster new, improved processes, and ideas.
- Drafted, implemented, and executed policies and procedures to ensure a quality customer experience.
- Identified and recommended updates and expansions to technology, equipment, and policies to improve customer service, and agent retention.
- Tracked and reported on all data for areas of responsibility.
- Performed performance reviews and disciplinary actions for staff.
- Managed appropriate staffing needs.
- Monitored and assisted teams and agents in meeting all service levels required by the department, and performance metrics.
- Worked closely with other managers in the Care Center to ensure uniformity and consistency.
- Established relationships with outside departments to enhance collaboration and efficiency.
- Helped implement policies and establish best practices for our self-service portal, and TurnTo product reviews published on our page.
- Streamlined workflow and processes to respond to state agencies and the Better Business Bureau.
- Helped create and implement strategies and procedures used to this day for CS chat and share.
- Serve as a consultant for these teams.
- Supervised promotions under my guidance included 3 agents promoted to store rep, 3 store reps were promoted to back-up supervisor grade 6, and 1 back-up supervisor grade 6 promoted to supervisor.
Social Media Specialist and Back-Up Supervisor
Rooms To Go
Seffner, FL
10.2015 - 07.2021
- Monitored the company's social media platforms to improve consumer experiences by providing customer support.
- Performed tasks and offered guidance to ensure the efficiency and productivity of team members.
- Delegated tasks and answered employees' questions.
- Investigated accounts and responded to customers contacting the executive offices.
Store Representative Social Care
Rooms To Go
Seffner, FL
09.2014 - 10.2015
- Reviewed and responded to emails submitted by customers posting on social media sites through our TellUs@RoomsToGo.com.
- Resolved complaints submitted to our customer service email inbox.
- Contacted customers who reached out to executive offices regarding sensitive matters and offered resolutions by collaborating with other departments to resolve escalated and sensitive matters.
- Provided guidance to employees needing assistance or support.
Aged Product Specialist
Rooms To Go
Seffner, FL
07.2013 - 08.2014
- Helped create and implement the structure used today by Rooms To Go to review, process, log, and reply to claims submitted to ShowUs/Share.
- Interacted with customers to review and process dissatisfaction complaints about merchandise for issues not covered or outside their one-year service contract.
- Assisted email and customer care agents to resolve difficult or complex situations for consumers.
- Assisted stores in clarifying notes, authorizations, or expediting claims.
Customer Service Representative
Rooms To Go
Seffner, FL
08.2012 - 07.2013
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Demonstrated effective communication, problem-solving, time management, and computer skills.
Education
Associate of Arts -
HCC
Tampa, FLSkills
- Customer interaction management
- Brand protection
- Social media management
- Policy implementation
- Customer service
- Performance management
- Team leadership and development
- Conflict resolution
- Workflow optimization
- Cross-department collaboration
- Data tracking and reporting
- Training and mentorship
Accomplishments
- Outstanding Associate Quality Period #8 2013
- Customer Service Representative of The Year 2013
- Outstanding Support Associate Quality Period #8 2015
- Outstanding Support Associate Quality Period 7 2019
- Customer Service Supervisor of the Year 2024
Affiliations
- Completed Rooms To Go Dale Carnegie Pilot Program
- Rooms To Go L.E.A.D. Cohort 12
References
References available upon request.
Timeline
Customer Care Social Media Supervisor
Rooms To Go
07.2021 - Current
Social Media Specialist and Back-Up Supervisor
Rooms To Go
10.2015 - 07.2021
Store Representative Social Care
Rooms To Go
09.2014 - 10.2015
Aged Product Specialist
Rooms To Go
07.2013 - 08.2014
Customer Service Representative
Rooms To Go
08.2012 - 07.2013
Associate of Arts -
HCC
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