Melissa Mendez
Lawrence,MA
Summary
Dynamic Customer Service Manager with a proven track record at Demoulas Market Basket, enhancing satisfaction through effective training and problem-solving. Skilled in team building and workflow management, I successfully reduced customer complaints and improved service quality, fostering a collaborative environment that prioritized customer loyalty and engagement.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Demoulas Market Basket
09.2008 - Current
- Led customer service team to enhance satisfaction through effective training and development programs.
- Implemented streamlined processes to resolve customer inquiries efficiently, improving overall response time.
- Developed strategies for staff engagement, fostering a positive work environment and boosting morale.
- Analyzed customer feedback trends to identify areas for improvement in services and product offerings.
- Mentored junior staff on best practices in customer interaction, promoting consistency and quality of service.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
Team Lead
Dunkin Donuts
03.2016 - 09.2018
- Supervised daily operations to ensure efficient service and product quality.
- Trained and mentored team members on customer service best practices.
- Implemented inventory management strategies to reduce waste and improve stock levels.
- Coordinated staff schedules to optimize labor resources during peak hours.
Education
High School Diploma - Business Management
Lawrence High School
Lawrence, MA06.2010
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Team building and leadership
- Effective workflow management
- Schedule management
- Deadline oriented
- Skilled multi-tasker
Timeline
Team Lead
Dunkin Donuts
03.2016 - 09.2018
Customer Service Manager
Demoulas Market Basket
09.2008 - Current
High School Diploma - Business Management
Lawrence High School