Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Miller

West Seneca,NY

Summary

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 and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

22
22
years of professional experience

Work History

Automotive Service Writer

Transitowne Kia
08.2020 - Current
  • Greeted and registered customers requiring service and directed automobiles to service garage.
  • Answered service department phone and responded promptly to questions and messages.
  • Assigned jobs to technicians according to experience and knowledge of handling specific repairs.
  • Provided customers with estimation of repair costs and reasonable timeline for completion of service.
  • Verified warranty plans and coverage and uncovered hidden warranties.
  • Used [Software] computer system to enter customer information, create service records, order parts and develop cost estimations.
  • Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
  • Worked effectively with repair staff and parts providers, staying current on availability and service processes.

Automotive Service Writer

Bison Fleet Specialists
08.2015 - 08.2020
  • Greeted and registered customers requiring service and directed automobiles to service garage.
  • Accurately diagnosed and recorded service needs on work orders and provided details to technicians.
  • Answered service department phone and responded promptly to questions and messages.
  • Advised management members on customer issues or mechanical repair problems.
  • Provided customers with estimation of repair costs and reasonable timeline for completion of service.
  • Boosted service revenue [Number]% by proactively promoting additional service options.
  • Orchestrated efficient service schedules to meet need of [Number]+ customers per day in fast-paced [Type] environment.
  • Resolved issues by coordinating with [Department] department.
  • Gathered information through research and vendor inquiries to provide job estimates.

Store Manager

Tim Hortons
09.2013 - 11.2015
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Approved regular payroll submissions for employees.
  • Supervised guests at front counter, answering questions regarding products.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Analyzed and interpreted store trends to facilitate planning.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Bolstered sales volume by implementing incentive program and initiating advanced employee training.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.

Store Manager

McDonald's Restaurant
08.2001 - 08.2013
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Supervised guests at front counter, answering questions regarding products.
  • Approved regular payroll submissions for employees.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Rotated merchandise and displays to feature new products and promotions.

Education

High School Diploma -

Lafayette High School
06.2000

Skills

  • Customer Inquiries
  • Accounts Payable and Accounts Receivable
  • Managing Status Reports
  • Providing Feedback
  • Organizational Systems
  • Loyalty Programs
  • Telephone Etiquette
  • Document and Records Management
  • Greeting Visitors
  • Issue and Complaint Resolution

Timeline

Automotive Service Writer

Transitowne Kia
08.2020 - Current

Automotive Service Writer

Bison Fleet Specialists
08.2015 - 08.2020

Store Manager

Tim Hortons
09.2013 - 11.2015

Store Manager

McDonald's Restaurant
08.2001 - 08.2013

High School Diploma -

Lafayette High School

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Melissa Miller