Melissa McCord
Medina,Tennessee
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Sitel Corporation
12.2022 - Current
- Proficient in handling high volume of incoming calls and effectively managing customer complaints and escalations.
- Skilled in providing personalized service to customers, ensuring their satisfaction and building positive relationships.
- Strong communication skills demonstrated through clear and concise verbal and written communication with customers and team members.
- Proven ability to multitask and prioritize tasks to meet customer needs and exceed service level expectations.
- Organized and hosted VIP events and was responsible for handling 'exclusive' clients.
- Assisted clients with navigating tax software programs and resolving issues.
- Provided technical support and troubleshooting for tax software platforms.
- Managed incoming customer inquiries via phone and email in a tax software company.
Customer Service Representative
Alorica
09.2021 - 12.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Managed over 50 customer calls per day
Assistant Manager/Cashier
Ragan's Convenience Store
06.2005 - 09.2021
- Built positive relationships with customers to increase repeat business.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
- Increased sales volume by 20%
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Monitored security to protect employees, customers and property
Education
High School Diploma -
South Side High School
Jackson, TN05.1981
Skills
- Upbeat and Positive Personality
- Upselling Products and Services
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Customer Account Management
- Calm and Professional Under Pressure
- Order and Refund Processing
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Customer Data Confidentiality
- Credit Card Payment Processing
- Inbound and Outbound Calling
Timeline
Customer Service Representative
Sitel Corporation
12.2022 - Current
Customer Service Representative
Alorica
09.2021 - 12.2022
Assistant Manager/Cashier
Ragan's Convenience Store
06.2005 - 09.2021
High School Diploma -
South Side High School
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