MELISSA MONTES DE OCA
Richmond,TX
Summary
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
AUTO CITY LLC
09.2022 - 07.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Education
ELSIK HIGH SCHOOL
Houston, TXNo Degree - Health Sciences
Houston Community College
Houston, TXNo Degree - Nursing
Texas State University
San Marcos, TXSkills
- Customer service
- Active listening
- Critical thinking
- Computer proficiency
- Payment processing
- Product knowledge
- Documentation
- Store maintenance
- Conflict resolution
- Call management
Certification
- CNA - Certified Nurse Assistant
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
AUTO CITY LLC
09.2022 - 07.2025
ELSIK HIGH SCHOOL
No Degree - Health Sciences
Houston Community College
No Degree - Nursing
Texas State University
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