Melissa McGuire
Kennedale,TX
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
11
11
years of professional experience
Work History
Customer Care Manager/Project Manager
Neiman Marcus
Irving, TX
04.2020 - Current
- Coach Customer Support Representatives and team leads to help them achieve personal and professional goal
- Monitor calls for a team of 50+ employees.
- Collecting staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas.
- Monitor and coach employees to exceed performance metrics to improve productivity & overall quality responses.
- Conduct & attend daily/weekly meetings with business partners, employees, and Corporate officials.
- Onboarded and Trained over 100 employees of the course of 3 years.
- Able to demonstrate high level of professionalism and handle discussions with tact and diplomacy.
- Analytical mindset with vision to identify potential efficiency opportunities through qualitative and quantitative analysis.
- PC competency in a Windows environment with emphasis on Excel, Word and PowerPoint.
- Aptitude to learn internal and external systems.
- Ability to motivate employees to improve and maintain high levels of performance.
- Ability to achieve competing, deadline-driven priorities with a high attention to details.
- Excellent verbal and written communication skills and exemplary phone etiquette.
- Understanding of team building and empowerment concepts with the knowledge on how to apply them in a virtual contact center environment to aid employee retention.
- Demonstrates the ability to bring conflict into the open and facilitate a beneficial resolution.
- Independently researches escalated internal and external customer issues by using probing techniques and problem solves to identify necessary steps to resolve concerns and maintain customers.
- Analyzed data from various sources such as surveys, interviews, focus groups. to inform decision-making related to projects.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Developed and maintained project plans, timelines, and budgets.
- Provided guidance to team members regarding tasks assigned to them.
- Built and established strong partnerships with teams, vendors and contractors.
Senior Assist Agent
Neiman Marcus Direct
06.2016 - 04.2020
- Problem solving and thinking outside of the box to resolve highly escalated issues for customers
- Daily management of Kronos activities
- I have excellent command of Kronos
- Aptitude to learn internal and external systems
- I am very comfortable navigating totalview and CMS supervisor as some of the internal systems
- Knowledge in dealing with KPI and sending out reports to associates regarding their KPI scores
- Familiar with Stella Connect and the functions of this application
- Monitoring the assist chat and answering any questions the associate has by reaching out to different departments or anywhere necessary to get the problems resolved
- Encouraging the assist team and help set good team morale in the chat
- Monitoring the assist associates to make sure they are in the correct coding and they are following their schedules correctly
- Independently resolve highly escalated customer issues internally and externally
- Reaching out to business partners and different departments of the company when there are any concerns, in order for our company to meet exceptional service standards.
Operations Support Specialist
Neiman Marcus
Irving, TX
06.2014 - 06.2016
- Assisting the associates with any business need, such as how to use our systems and find resolutions to their questions so they will be able to effectively assist our customers.
- Resolving escalated calls quickly and efficiently with the knowledge I have gained from the databases and other tools we have available to us.
Customer Care Representative
09.2013 - 06.2014
- Assisting customers with any inquires they would have about a product or order and making sure to give them one call resolution
- Giving the best customer service possible to ensure the customer is satisfied and will continue to do business with us and tell others about us.
Education
12.2014
High School Diploma - Business Management/Assoicates of Art
College Tarrant County College
Fort Worth05.2006
Skills
- Escalation Management
- Report Preparation
- Customer Relations
- Training and Mentoring
- Data Tracking
- Staff Mentoring
- Team Building
- Customer Service
- Strategic Planning
- Employee Coaching and Mentoring
- Problem Resolution
- Team Leadership
- Verbal and Written Communication
- Decision-Making
- Recruitment and Hiring
- Onboarding and Orientation
- Computer Skills
Timeline
Customer Care Manager/Project Manager
Neiman Marcus
04.2020 - Current
Senior Assist Agent
Neiman Marcus Direct
06.2016 - 04.2020
Operations Support Specialist
Neiman Marcus
06.2014 - 06.2016
Customer Care Representative
09.2013 - 06.2014
High School Diploma - Business Management/Assoicates of Art
College Tarrant County College
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