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Melissa Pelaez
Stratford,CT
Work Preference
Summary
Results-driven bilingual (English/Spanish) Customer Success professional with 5+ years of experience managing high-volume customer interactions, resolving complex issues, and driving retention outcomes. Proven track record of building trust with Spanish-speaking customers, navigating difficult conversations with empathy and confidence, and consistently exceeding performance targets. Skilled in consultative relationship management, data-driven decision-making, and cross-functional collaboration. Adept at working in fast-paced, queue-based environments with strict service level adherence.
Overview
15
15
years of professional experience
Work History
MLL Teacher
Nathan Hale Middle School
Norwalk, CT
08.2023 - Current
- Led high-volume inbound and outbound communication in Spanish and English, maintaining strict schedule adherence and consistently meeting service-level expectations.
- Tracked and documented student progress and outcomes in data systems, producing compliance reports and surfacing insights to leadership to drive continuous process improvement.
- Implemented a structured recognition initiative that boosted student engagement and milestone achievement by measurably improving program participation rates.
- Fostered a supportive classroom environment promoting language acquisition and cultural appreciation.
Vacation Planner (Customer Success)
Universal Orlando Resort
Orlando, FL
03.2015 - 07.2020
- Handled 50–80 inbound and outbound customer calls per day in both English and Spanish, consistently meeting high-volume service level targets with professionalism and empathy.
- Led consultative conversations with resort guests to understand their needs, resolve reservation issues, and upsell relevant products — increasing sales by 13% through persuasive, value-based techniques.
- Built genuine rapport with Spanish-speaking guests, serving as a trusted bilingual point of contact for complex inquiries and escalations.
- Maintained accurate documentation of all customer reservations, transactions, and outcomes, ensuring data hygiene and compliance with reporting standards.
- Navigated contract, pricing, and service discussions with confidence, consistently delivering positive outcomes for both customers and the business.
Supervisor
AMC Theatres
Orlando, FL
05.2011 - 03.2015
- Managed resolution of 20–30 daily customer requests, prioritizing effectively in a high-volume, fast-paced environment.
- Implemented a process improvement initiative that identified and cleared unresolved customer tickets, achieving a 30% reduction in open cases.
- Led new-hire onboarding and customer service training programs, ensuring team-wide adherence to service standards.
- Oversaw daily financial reconciliation of $30,000+ in deposits, demonstrating strong attention to detail and operational accountability.
Education
Master of Arts - Applied Linguistics & Bilingual Communication
Fairfield University
Bachelor of Arts - Education
Lehman College
Skills
- Bilingual Communication (English/Spanish)
- High-Volume Call Management
- Customer Retention & Objection Handling
- Consultative Account Strategy
- CRM & Data Documentation
- Cross-functional Collaboration
- Contract & Pricing Negotiation
- Microsoft Office
- Salesforce (familiar)
- Leadership & Team Training
- Staff management
Timeline
MLL Teacher
Nathan Hale Middle School
08.2023 - Current
Vacation Planner (Customer Success)
Universal Orlando Resort
03.2015 - 07.2020
Supervisor
AMC Theatres
05.2011 - 03.2015
Master of Arts - Applied Linguistics & Bilingual Communication
Fairfield University
Bachelor of Arts - Education
Lehman College