MELISSA MATTONEN
Summary
Detail-oriented professional with 17+ years of experience and a proven knowledge of customer communications, conflict resolution, and order processing. Aiming to leverage my skills to successfully fill the Customer Service role at your company.
Overview
19
19
years of professional experience
Work History
Customer Service/Breakdown Specialist
JHT Holdings - Pleasant Prairie Logistics
02.2022 - 08.2024
- Followed all company policies and procedures to deliver quality work.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responsible for monitoring the status of trucks in transit that have experienced breakdowns
- Retrieving and maintaining updates from repair dealers, documenting these updates, and noting them accordingly in the work system.
- Creating and finalizing the daily Excel report used for performing my role
- Assisting with providing prompt and effective responses to inquiries in the general customer service email inbox.
CUSTOMER SERVICE REPRESENTATIVE
Aldon Company
05.2018 - 01.2022
- Order Entry submitted in via email, fax or taken verbally over the phone
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
- Corresponded a large amount of incoming emails daily with fast response times
- As well as, managed supervisor emails when they were not available
- Confer with customers by telephone and email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to orders to adjust to customers request or resolve issues
- Determine charges for services requested, and provide formal quotes on products that include lead times and estimated shipping charge quotes upon request
- Refer unresolved customer grievances to designated departments for further investigation
- Processed Returned Merchandise Approvals to customers
- Compare disputed merchandise with original requisitions and information from invoices and prepared for returned goods
- Solicit sales of new or additional services or products
- Assisted with company website online chat availability option for faster Customer Assistance
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Facilitated ongoing training for new and existing cashiers.
FRONT END SUPERVISOR
Sam's Club
03.2016 - 11.2017
- Assisted with company website online chat availability option for faster Customer Assistance
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Facilitated ongoing training for new and existing cashiers.
MEMBERS SERVICES ASSOCIATE
Sam's Club
08.2014 - 03.2016
- Responsible for training new Members Service Associates
- Multi-tasked while working withing several programs at once to perform tasks
- Recommend and provide advice on a wide variety of products and services
- Prepare merchandise for display, or for purchase or rental
- Processed online orders made by customers, Store Pick-Up's
- Greet customers and ascertain what each customer wants or needs
- Compute sales prices, total purchases and accurately process payments
- Pro-actively identify security risks, including preventions and reporting thefts
- Assisted manager with arranging, ticketing and displaying merchandise to promote sales
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Demonstrate use or operation of merchandise
- Inventory stock and requisition new stock
- Exchange merchandise for customers and accept returns
- Clean shelves, counters, and tables.
SALES ASSOCIATE
Columbia Sportswear
11.2012 - 08.2014
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Assign employees to specific duties
- Enforce safety, health, and security rules
- Compute charges for merchandise or services and receive payments
- Accurately maintained member information and documentation.
CLINICAL AIDE ASSISTANT
Total Rehab P.C.
05.2010 - 05.2012
- Ensured all other departments were performing their job/department expectations to accurately meet the company expectations
- Inducted daily meetings with managers/team leads to discuss training opportunities, daily issues, etc
- Accurately maintained and produced productivity reports on associates
- Managed and coordinated events and store promotions from start to finish
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Assign employees to specific duties
- Enforce safety, health, and security rules
- Compute charges for merchandise or services and receive payments
- Accurately maintained member information and documentation.
BENEFIT RELATIONS REPRESENTATIVE
COBRAsource, Inc.
04.2005 - 03.2011
- Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems
- Analyze and modify compensation and benefits policies to establish customers received correct information on program offered and to ensure compliance with legal requirements
- Attended weekly COBRA insurance classes for ERISA Law, to maintain up to date information
- Processed new client enrollees
- Processed and drafted client Open Enrollment documentation for COBRA insurance eligibility
- Trained new employees to the department
- Managed and maintained several email accounts
- Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations.
Education
High School Diploma -
ZION BENTON TOWNSHIP HIGH SCHOOL
ZION, IL05.2001
Skills
- Experience in Microsoft Office, Excel, Outlook, and Powerpoint
- Excellent team player and Work Ethic
- Leadership and Training Skills
- Good with Conflict Resolution
- Multi-Tasker
- Goal Oriented
- Reliable, Energetic and Accountable
- Self-Motivator and Independent Ability to work and complete tasks without being told what to do
- Willingness to try new things and a fast learner
Personal Information
Title: Customer Service
References
References available upon request
Timeline
Customer Service/Breakdown Specialist
JHT Holdings - Pleasant Prairie Logistics
02.2022 - 08.2024
CUSTOMER SERVICE REPRESENTATIVE
Aldon Company
05.2018 - 01.2022
FRONT END SUPERVISOR
Sam's Club
03.2016 - 11.2017
MEMBERS SERVICES ASSOCIATE
Sam's Club
08.2014 - 03.2016
SALES ASSOCIATE
Columbia Sportswear
11.2012 - 08.2014
CLINICAL AIDE ASSISTANT
Total Rehab P.C.
05.2010 - 05.2012
BENEFIT RELATIONS REPRESENTATIVE
COBRAsource, Inc.
04.2005 - 03.2011
High School Diploma -
ZION BENTON TOWNSHIP HIGH SCHOOL
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