Melissa Herold
Summary
Highly proficient individual with 6+ years demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
8
8
years of professional experience
Work History
Sr. Customer Service Specialist
MassMutual Life Insurance
10.2020 - 11.2023
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Led team meetings and facilitated open dialogue, fostering a sense of camaraderie and shared purpose among members.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
Inside Sales Representative
Foley Carrier Services
02.2019 - 09.2019
- Answered customers' questions regarding products, prices, and availability.
- Managed friendly and professional customer interactions.
- Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
Customer Service Representative
Voya Financial
10.2016 - 01.2019
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Explanation of plan benefits
- Answered constant flow of customer calls with minimal wait times.
Account Manager, Inside Sales
D.C. Business Consulting Inc.
11.2015 - 05.2016
- Managed a diverse portfolio of accounts, ensuring each client received personalized attention tailored to their unique needs.
- Making connections with customers/clients and helping them cut costs on business expenses.
- Training and developing individuals on learning a system to help them be successful.
- Responsibilities around the office including filing, making phone calls to clients, keeping track of numbers,
and entering in data.
Education
No Degree - General Studies
Manchester Community College
Manchester, CTHigh School Diploma -
Manchester High School
Manchester, CT06.2012
Skills
- Staff Training
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Work Prioritization
- Money handling abilities
- Strong Work Ethic
- Hospitality best practices
- Basic Computer Skills: PowerPoint, Word (type 70 WPM), Microsoft Teams, Outlook, Excel, Windows,OSX, Google Docs/Drive, Audacity, Voya CRM Environment (Salesforce, PSR)
- Possess the ability to grasp new concepts quickly
- Mass Mutual Work Environment: Salesforce, InContact, IEX, NICE, Avaya
Timeline
Sr. Customer Service Specialist
MassMutual Life Insurance
10.2020 - 11.2023
Inside Sales Representative
Foley Carrier Services
02.2019 - 09.2019
Customer Service Representative
Voya Financial
10.2016 - 01.2019
Account Manager, Inside Sales
D.C. Business Consulting Inc.
11.2015 - 05.2016
No Degree - General Studies
Manchester Community College
High School Diploma -
Manchester High School
Similar Profiles
Cassidy GeorgeCassidy George
Customer Service Representative at Massmutual Life InsuranceCustomer Service Representative at Massmutual Life Insurance
Steven LimSteven Lim
Agency Technical Specialist at MassMutual Life InsuranceAgency Technical Specialist at MassMutual Life Insurance
SaiKrishna SuraparajuSaiKrishna Suraparaju
Associate Operations at MassMutual Life Insurance CompanyAssociate Operations at MassMutual Life Insurance Company
Matthew StantonMatthew Stanton
Sr. Operation Director at MassMutual Life Insurance Co.Sr. Operation Director at MassMutual Life Insurance Co.
Mitali ChanderMitali Chander
Sr. Customer Service Specialist at Harris-Stolper International Inc.Sr. Customer Service Specialist at Harris-Stolper International Inc.