MELISSA MORFIN
Cresthill,IL
Summary
Experienced professional with a strong background in customer interactions and service solutions. Proficient in conflict resolution, communication, and problem-solving, ensuring maximum customer satisfaction and loyalty. Demonstrated ability to collaborate effectively within teams and adapt to changing needs, consistently prioritizing efficient and empathetic service to achieve desired results. Recognized for reliability and proactive approach in meeting both customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Promotional/Advertising Brand Ambassador
NASCAR, Kraft, Sony, Sprint
Chicago, Illinois
01.2005 - Current
- Originated, pitched, and negotiated promotional marketing programs to increase brand awareness and profits for companies such as NASCAR, Kraft, Sony, and Sprint
- Assisted clients in structuring and executing marketing programs while securing sponsorship from local businesses, magazines, or radio stations to financially support key events. Managed hundreds of successful events while handling client reporting and media scheduling, boosting company profits by at least 25% and resulting in lasting business connections and networking opportunities
Dispatcher
Intralot
Bolingbrook , Illinois
01.2019 - 03.2023
- Served as a dispatcher on a two-person team to coordinate 50 technicians across Illinois for lottery machine repairs
- Worked 10 hours daily managing calls, assisting technicians, and supporting retailers
- Collaborated with lottery personnel for equipment installations, removals, and relocations
- Managed tight deadlines ranging from 1 to 48 hours, overseeing outages affecting hundreds of machines
- Developed team management skills to prevent profit losses and fines
- Gained experience in high-pressure environments with limited staff, effectively resolving mistakes and miscommunications
- Achieved a 99% accuracy rate for meeting Intralot deadlines
- Led the team effectively, improving sales by minimizing machine downtime through collaboration
- Contributed to the IL Lottery achieving record profits, earning congratulations from Pritzker for supporting schools, infrastructure, and causes like Illinois veterans
Customer Support/Data Entry
Intermodal Services of America
Elwood, IL
01.2011 - 01.2013
- Contracted by ISA to run a ten-lane automated gate system at Union Pacific's Joliet Intermodal Terminal.
- Operates a 550-acre facility processing over 500,000 containers annually, open 24/7
- Promoted to Load Planner, responsible for scheduling freight and load placement on trains
- Coordinated with PARSAC drivers to ensure regulatory compliance and maximize train space
- Completed HAZMAT training; collaborated with CEO John Patoki at Union Pacific Joliet
- Achieved railroad safety certification to educate children on train safety
- Strong customer service developed through daily client tours, showcasing interpersonal skills
- Proven problem-solving ability in high-pressure situations; adept at handling objections calmly
- Extensive experience in planning, organizing, and managing complex projects
- Built strong industry relationships, interacting with trucking companies, shippers, and carriers daily
Customer Support/Data Entry
Remprex
01.2009 - 01.2011
- Hired by Remprex for BNSF rail yard operations supporting a central multi-modal facility
- Oversaw 380 acres, ensuring timely departure of trains and accurate billing
- Handle confidential information and monitor surveillance for professional accuracy.
- Ensure 100 trains are loaded and on schedule daily
- Process over 1,000 loads daily, resolving issues with diverse customers in Intermodal terms
- Communicate effectively with shippers, truck drivers, dispatchers, and BNSF operations to prevent errors in freight shipment
- Achieved 98% accurate transaction processing and client satisfaction upon contract win in December 2010
- Promoted to technician for hardware maintenance of outdoor computers
- Cross-trained in all onsite positions within 2 months to assist coworkers
Education
Master of Social Work - MSW
University of St. Francis
Joliet, IL05-2026
Bachelor of Science - Marketing
Lewis University
Romeoville, IL01.2009
Skills
- Client Support Expertise
- Skilled Verbal Communicator
- Customer Relationship Management
- Adaptable personality
- Goal-oriented mindset
Timeline
Dispatcher
Intralot
01.2019 - 03.2023
Customer Support/Data Entry
Intermodal Services of America
01.2011 - 01.2013
Customer Support/Data Entry
Remprex
01.2009 - 01.2011
Promotional/Advertising Brand Ambassador
NASCAR, Kraft, Sony, Sprint
01.2005 - Current
Master of Social Work - MSW
University of St. Francis
Bachelor of Science - Marketing
Lewis University