Melissa Kirwan
China Grove,North Carolina
Summary
Customer service supervisor with over 25 years of experience excels in CRM documentation, cross-departmental training, and troubleshooting to enhance customer relations and satisfaction in dynamic environments.
Overview
29
29
years of professional experience
Work History
Customer Engagement Omni Specialist
Chico's FAS
02.2023 - 10.2025
- - Managed customer service calls, providing support for website-related issues and technical assistance.
- - Assisted customers with login access to their online accounts.
- - Helped customers track their online orders effectively.
- - Streamlined chat and email support, resolving over 150 customer inquiries weekly with a 95% satisfaction rate.
Customer Service Supervisor
R&L Carriers
05.2017 - 11.2022
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools.
- Assisted customers by providing confirmations, answering questions and offering general information.
Data Entry/Account Administrative Representative
Serum Source International
11.2010 - 03.2017
- Performed administrative tasks and assisted in executing business solutions.
- Successfully entered data into company database and validated the accuracy of valuable company information.
- Used and analyzed data from automated information aggregators to update the database.
- Generated data reports, enter company findings into the database and perform backups.
- Supported data entry across departments as requested, switching promptly to new projects.
Customer Services Representative
IBM
01.1997 - 09.2010
- Delivered effective and educational customer service by explaining our related benefits and responding to customer inquiries and concerns via phone support and email support.
- Documented necessary information, such as call notes, customer's change of details, and other pertinent information.
- Prioritized a positive customer experience through appealing to the human needs of customers, utilizing active listening and effective problem solving, while consistently treating customers with a high level of respect.
- Met and exceeded quality and productivity goals and complied with all regulatory requirements.
- Navigated CRM computer systems and applications to service customers.
- Managed production related activities, such as complaints and escalations.
Education
High School Diploma -
Concord First Assembly Christian
Skills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Supervisory Experience
- Sales
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- LiveChat Support
- Microsoft Office
- Billing
- Conflict Resolution
Timeline
Customer Engagement Omni Specialist
Chico's FAS
02.2023 - 10.2025
Customer Service Supervisor
R&L Carriers
05.2017 - 11.2022
Data Entry/Account Administrative Representative
Serum Source International
11.2010 - 03.2017
Customer Services Representative
IBM
01.1997 - 09.2010
High School Diploma -
Concord First Assembly Christian