Summary
Overview
Work History
Education
Skills
Timeline
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Melissa M. Gass

Montgomery

Summary

Professional with strong background in managing escalations and resolving complex customer issues. Skilled in leading teams to achieve high performance, maintaining flexibility under changing conditions, and delivering impactful results. Effective communicator with focus on building collaborative environments and driving continuous improvement. Adept at problem-solving, conflict resolution, and fostering positive relationships.

Overview

13
13
years of professional experience

Work History

Escalation Manager

Ask
10.2019 - Current
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

Cashier

Meat Depot
04.2017 - 08.2019
  • Managed cash register accurately, balancing cash drawers at the beginning and end of each shift.
  • Reduced wait times for customers with quick and accurate cash handling, resulting in higher customer retention rates.
  • Processed various forms of payment securely, including cash, credit cards, checks, gift cards, and coupons; ensuring accuracy in all transactions.
  • Provided exceptional service by greeting customers warmly upon arrival and offering assistance throughout their shopping experience.

Caregiver

Solano LifeHouse
10.2012 - 03.2015
  • Assisted with daily needs of residents including showering, eating, taking medications and all other basic life assistance necessary for the individual.
  • Answered all questions and met the needs of the families in a caring and compassionate manner.
  • Kept accurate and detailed logs and charts needed to keep records complete and up to date.
  • Observed health status of clients to report changes and unusual occurrences to appropriate medical personnel.

Education

Liberal Arts And Sciences

Copper Mountain College
Joshua Tree, CA

GED -

College of The Desert
Palm Desert, CA
02-2001

Skills

  • Customer service skills
  • Reliability
  • Type 38 wpm
  • Strong work ethic
  • Easy to train
  • Exceptional communication skills
  • Problem-solving
  • Time management
  • Multitasking Abilities
  • Professionalism

Timeline

Escalation Manager

Ask
10.2019 - Current

Cashier

Meat Depot
04.2017 - 08.2019

Caregiver

Solano LifeHouse
10.2012 - 03.2015

Liberal Arts And Sciences

Copper Mountain College

GED -

College of The Desert

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Melissa M. Gass