Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Melissa Marino

Brookhaven,PA

Summary

As professional with high standards and focus on results, adept at managing customer interactions and providing exceptional service. Known for reliability and adaptability in dynamic environments, ensuring seamless team collaboration and positive outcomes. Proficient in conflict resolution and communication, valued for positive attitude and customer-first approach.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Service Customer Care Team Representative

Scott Honda of West Chester
10.2023 - Current
  • Handling most incoming and oncoming phone calls.
  • Taking appointments for calling customers for the appropriate services
  • Handling customer complaints, providing appropriate solutions and alternatives in a timely manner.
  • Adapting to working with new software's to better our customers' experience with us.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Intake Paralegal

Marciano & Macavoy
03.2023 - 10.2023
  • Handling all incoming and oncoming phone calls.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Organized and maintained files and records to ensure up-to-date documentation.
  • Receiving and distributing all mail and faxes that are coming through.
  • Gather information for the attorneys on new incoming clients.
  • Experience with Needles , a case management system.
  • Daily Interaction with referring attorneys and/or clientele.
  • Experienced with emailing and calendaring on Outlook.
  • Assist remote paralegal with check distribution, printing, and mailing.
  • Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
  • Answered phone calls and provided new clients with required paperwork to initiate service.

Assistant Teacher ages infant -4 years old

Kiddie Academy
01.2023 - 03.2023
  • Coordinating and supervising all activities
  • Assisting head teacher in lesson plans
  • Assisting in nap time and meal time
  • Assisting children one on one to meet individual needs
  • Supported student physical, mental, and social development using classroom games and activities.
  • Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
  • Supervised recess, lunch and daily student intake and dismissal.
  • Assisted lead teacher in providing individualized attention to students, resulting in improved academic performance.
  • Kept records of student progress for teachers and parents and made notes on behavior, grades, comprehension, and personal growth.
  • Monitored and reported student progress and development, offering mentoring as needed.
  • Worked with teacher to identify and target opportunities for instructional improvements.
  • Supported lead teacher in organizing field trips, enhancing real-world connections to classroom content for increased understanding.
  • Supported students with special needs, implementing strategies to facilitate their participation and learning.
  • Assisted in maintenance of classroom records, ensuring accurate tracking of attendance and grades.

Assistant Teacher ages infant -4 years old

Kiddie Academy
10.2022 - 12.2022
  • Coordinating and supervising all activities
  • Assisting head teacher in lesson plans
  • Assisting in nap time and meal time
  • Assisting children one on one to meet individual needs
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Completed daily reports, meal count sheets, and attendance logs.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Established positive relationships with parents through effective communication, fostering parental involvement in their children''s education.
  • Worked with teachers to design lesson plans and coordinate activities for classes.
  • Monitored student progress regularly, using assessments to adjust instructional strategies as needed for optimal learning outcomes.
  • Created visually appealing bulletin boards that showcased student work and reinforced key concepts from lessons.
  • Developed and executed lesson plans tailored to meet diverse student needs, fostering inclusive learning environment.
  • Supported student physical, mental, and social development using classroom games and activities.
  • Supported lead teacher in organizing field trips, enhancing real-world connections to classroom content for increased understanding.

Customer Service Associate

Wawa
04.2022 - 10.2022
  • Interacting with customer promoting return business
  • Answered phone calls to resolve issues and complaints while providing excellent customer service
  • Provided support to associates as needed.
  • Preparing food while maintaining food safety and hygiene.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Trained new associates in company policies and procedures, fostering a supportive work environment.
  • Handled billing and payment issues by following guidelines and resolving disputes.
  • Increased team productivity with effective communication and coordination of tasks.
  • Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Preparing all hot or cold beverages while maintaining the cleanliness of the area.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Night Store Manager

Wawa
10.2019 - 04.2022
  • Managed communication between associates and management
  • Trained staff members on inventory control, customer service and maintenance
  • Assigned staff duties and overseeing completion of tasks
  • Assisted customers with complaints, questions and concerns while providing excellent customer service
  • Interacting with customer promoting return business
  • Answered phone calls to resolve issues and complaints while providing excellent customer service
  • Provided support to associates as needed.
  • Preparing food while maintaining food safety and hygeine.
  • Preparing all hot or cold beverages while maintaining the cleanliness of the area.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
  • Determined pricing strategies based on competitive analysis, resulting in increased profitability without sacrificing customer satisfaction or loyalty.
  • Implemented employee incentive programs that encouraged staff members to strive for excellence in their roles while boosting morale companywide.
  • Reviewed sales data regularly to identify trends or areas needing improvement, adjusting strategies as necessary for optimal results.
  • Provided exceptional customer service, assisting shoppers in locating products, answering questions, and offering recommendations when needed.
  • Conducted regular performance evaluations for team members, providing constructive feedback aimed at professional growth within the organization.
  • Ensured a clean, safe, and organized store environment for both customers and employees by enforcing safety protocols and maintaining high standards of cleanliness.
  • Maintained open lines of communication with company headquarters, staying informed about corporate initiatives, policy changes, and industry trends in order to adapt store operations accordingly.
  • Oversaw the efficient unloading of delivery trucks, verifying accuracy of shipments and ensuring proper storage of products.
  • Monitored daily cash handling procedures, ensuring accuracy in transactions and minimizing discrepancies.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Education

Diploma -

Passaic Valley Regional High School
Little Falls, NJ
06.2015

Skills

  • Excellent customer service
  • Team collaboration
  • Problem solving
  • Clerical support
  • Point of sale systems
  • Employee training
  • Management experience
  • Appointment scheduling
  • Proficient in Word
  • Problem resolution
  • Customer support
  • Customer service
  • Data entry
  • Intake assessment
  • Compassionate communication
  • Critical thinking skills
  • Time management
  • Telephone skills
  • Organization skills
  • Problem-solving skills
  • Call center customer service
  • Call center operations

Certification

  • Google Technical Support Fundamentals Course Certificate
  • November 2021

References

References furnished upon request

Timeline

Service Customer Care Team Representative

Scott Honda of West Chester
10.2023 - Current

Intake Paralegal

Marciano & Macavoy
03.2023 - 10.2023

Assistant Teacher ages infant -4 years old

Kiddie Academy
01.2023 - 03.2023

Assistant Teacher ages infant -4 years old

Kiddie Academy
10.2022 - 12.2022

Customer Service Associate

Wawa
04.2022 - 10.2022

Night Store Manager

Wawa
10.2019 - 04.2022

Diploma -

Passaic Valley Regional High School

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Melissa Marino