Summary
Overview
Work History
Education
Skills
Timeline
References
Generic

Melissa Keener

Las Vegas,NV

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build brand loyalty through active listening and problem solving skills that enhances every customers experience.


Overview

13
13
years of professional experience

Work History

Rideshare Driver

Self-employed
03.2018 - Current
  • Delivered exceptional customer service, ensuring positive rider experiences and high satisfaction ratings.
  • Navigated efficiently using GPS technology, optimizing routes for timely pickups and drop-offs.
  • Maintained vehicle cleanliness and safety standards through regular inspections and maintenance checks.
  • Managed trip details effectively, communicating with riders to provide updates and resolve issues promptly.
  • Monitored local traffic patterns to adapt driving strategies, reducing wait times and enhancing efficiency.
  • Implemented feedback mechanisms to gather rider insights, fostering continuous improvement in service delivery.
  • Responded to passenger concerns and complaints politely and professionally.

Customer Service Sales Representative

Frito Lay
05.2024 - 08.2025
  • Assisted customers in selecting products and services to enhance satisfaction and drive sales.
  • Managed approximately 100-200 calls a day from customer inquiries and resolved issues efficiently, improving overall service quality.
  • Collaborated with team members to streamline order processing and reduce response times.
  • Trained new staff on company policies, product knowledge, and customer interaction techniques.
  • Implemented feedback mechanisms to gather customer insights for service improvement initiatives.
  • Maintained up-to-date knowledge of product offerings to provide accurate information to customers.
  • Developed relationships with clients through personalized communication and follow-up strategies.

Forklift Operator

Walmart
08.2021 - 03.2024
  • Managed and trained approximately 50 new hires on safe forklift operation and warehouse procedures.
  • Operated forklifts to efficiently move merchandise across the warehouse and loading dock areas.
  • Conducted regular inspections of equipment to ensure compliance with safety regulations.
  • Coordinated with team members to optimize inventory management and storage solutions.
  • Implemented process improvements that enhanced workflow efficiency within the distribution center.
  • Led daily safety briefings to promote a culture of workplace safety among staff members.
  • Oversaw equipment maintenance schedules to minimize downtime and operational disruptions.
  • Led team in daily operations, ensuring efficient workflow and adherence to safety protocols.

Disaster Case Manager

Federal Emergency Management Agency, FEMA
09.2017 - 03.2018
  • Facilitated individualized recovery plans for disaster-affected clients, ensuring tailored support and resources.
  • Coordinated with local agencies to streamline service delivery and enhance client access to assistance programs.
  • Conducted comprehensive assessments of client needs, identifying barriers and recommending appropriate solutions.
  • Provided emotional support to clients during crisis situations, demonstrating empathy and professionalism under challenging circumstances.
  • Participated in professional development opportunities to stay current on best practices related to disaster case management.
  • Maintained accurate records of client interactions, ensuring confidentiality and compliance with relevant regulations and policies.

911 Emergency Dispatcher

Great Call
10.2016 - 02.2017
  • Managed emergency calls, prioritizing incidents based on urgency and location.
  • Maintained accurate incident logs, ensuring real-time tracking of response actions.
  • Trained new dispatchers on standard operating procedures and emergency protocols.
  • Utilized advanced dispatch systems to optimize resource allocation during high-demand situations.
  • Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
  • Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
  • Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Proved successful working within tight deadlines and a fast-paced environment.

Technical Support Representative

Alorica
08.2015 - 10.2016
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Research of company resources and policies to provide answers to customer questions
  • Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow, estimated at 100 or more per shift, and responded to each customer's individual technical support needs.
  • Diagnosed and troubleshot hardware, software, and network issues.

Customer Access Representative

Tahoe Forest Hospital
10.2012 - 03.2013
  • Secured customer information and confidential medical records in compliance with HIPAA privacy rule standards to protect customer privacy.
  • Stayed calm under pressure and successfully dealt with difficult situations.
  • Obtained customer information and determined eligibility for benefits for specific services rendered.
  • Providing excellent customer service by promptly answering patient inquiries and making appointments.
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • CPR Certification
  • Resolved patient billing issues in line with established guidelines.
  • Streamlined appointment scheduling, enhancing operational efficiency and patient satisfaction by recognizing unused features in our software program.

Education

Certificate of Completion - Health Unit Coordinator

Maricopa Community Colleges - Gateway Community College
Phoenix, AZ
12.2001

High School Diploma -

Horizon High School
Tustin, CA
06.1997

Skills

  • Customer Service
  • Active Listening
  • Critical Thinking
  • Problem resolution
  • Customer relations
  • Administrative Support
  • Operational Efficiency
  • Time Management
  • Punctuality and Reliability

Timeline

Customer Service Sales Representative

Frito Lay
05.2024 - 08.2025

Forklift Operator

Walmart
08.2021 - 03.2024

Rideshare Driver

Self-employed
03.2018 - Current

Disaster Case Manager

Federal Emergency Management Agency, FEMA
09.2017 - 03.2018

911 Emergency Dispatcher

Great Call
10.2016 - 02.2017

Technical Support Representative

Alorica
08.2015 - 10.2016

Customer Access Representative

Tahoe Forest Hospital
10.2012 - 03.2013

Certificate of Completion - Health Unit Coordinator

Maricopa Community Colleges - Gateway Community College

High School Diploma -

Horizon High School

References

Mrs. Mia Caudillo (Silva)

Frontier Airlines Fight Attendant

mia.silva@flyfrontier.com


Mr. Joshua Roten 

ITS Logistics Corporate Office

Customer Relations Dispatcher

(775) 350-8752


Mr. Rafael Caudillo

National Transmission Products

Customer Service and Sales

ralph.caudillo@gmail.com

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