Melissa Phillips
Yukon,OK
Summary
Personable and dedicated Customer Service Account Manager with extensive experience in implementation. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to overall company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Implementation Specialist
Heartland Payroll / Global Payment Systems
Oklah, OK
11.2020 - Current
- Serve as the primary contact point for new clients, driving engagement and managing the initial integration and payroll processing period, ensuring a smooth transition to the Client Services Team, while prioritizing client relationships and experience.
- Acquire expertise in the Heartland Payroll System, assisting new basic clients with varying technical levels, comparing systems for accuracy, and facilitating client navigation through technical aspects and self-service options.
- Demonstrate adaptability in an entrepreneurial work environment, maintaining compliance knowledge, fostering strong internal and external relationships, and effectively representing New Client Services and Payroll Operations.
- Possess a Bachelor’s Degree or equivalent experience, showcasing a client-centric mentality, strong technical aptitude, analytical skills, multitasking abilities, and outstanding communication skills in both written and verbal forms, along with a track record of managing portfolios and meeting team metrics.
Manager
Hollywood Feed
Oklahoma City, OK
11.2017 - 11.2020
- Lead store operations by ensuring high-quality customer service, managing inventory, and maintaining a clean, organized, and well-stocked environment while adhering to company policies.
- Foster a cohesive team environment through staff development, conducting bi-annual appraisals, coaching, and maintaining Hollywood Feed's customer service standards.
- Drive sales growth by meeting minimum growth targets, participating in inventory management, and attending to store-specific responsibilities to ensure sustained sales momentum.
- Demonstrate physical capability, operational flexibility, and a commitment to learning and executing various tasks, including lifting, operating POS systems, and meeting Safe Driving Policy requirements, showcasing adaptability and dedication to the role's requirements.
Relationship Manager
Heartland Payment Systems
Oklahoma City, OK
11.2016 - 11.2017
- Drive consistent revenue growth by prospecting via phone, closing new merchant accounts, and offering tailored payment processing solutions to meet client needs, embodying Heartland's customer-centric approach.
- Ensure exceptional customer service by providing after-sale support, proactive follow-ups, and addressing client concerns, maintaining a high level of client satisfaction and fostering long-term relationships.
- Demonstrate expertise in Heartland's product portfolio, effectively communicating product benefits to prospects, clients, and internal stakeholders, while continually updating knowledge through ongoing training initiatives.
- Leverage a minimum of 2 years of B2B outside sales experience, showcasing territory management skills, and displaying a track record of success in inside sales, along with preferred qualifications in equipment/payment systems environments, to drive business growth effectively.
Customer Advoc
American Fidelity
Oklahoma City, OK
12.2015 - 10.2016
- Effectively manage multi-channel customer communications within an 8-hour shift, ensuring consistent and timely responses that address complex factors related to diverse AFA products and services, exhibiting a high degree of analysis and judgment aligned with company policies and guidelines.
- Maintain a professional, positive demeanor in a fast-paced environment, demonstrating exceptional written and verbal communication skills while embracing change and proactively implementing updated processes, promptly addressing issues, and providing simplified, customer-centric solutions to delight AFA customers.
- Exhibit sound judgment and utilize past experience to achieve team goals, consistently delivering expected customer experiences, meeting schedule adherence and attendance targets, obtaining and maintaining call flow certification with high accuracy, and exceeding department production goals, striving for first-call resolutions.
- Utilize problem-solving skills and research abilities to address customer complaints efficiently, supporting a culture of timely, customer-focused responses, while continuously aiming to surpass expectations and contribute positively to team objectives.
Education
High School Diploma -
John Marshall High School
Oklahoma City, OK05-1994
Skills
Software:
- Paycom
- Salesforce
- ADP
- Paychex
- Toast
- Kronos
- Paylocity
- Square
Focus Areas:
- Client Care / Account Management
- Revenue Growth
- Project Scope Assessment
- Reporting and Documentation
- Implementation and Configuration
Accomplishments
- Heartland Way Award Recipient
Timeline
Implementation Specialist
Heartland Payroll / Global Payment Systems
11.2020 - Current
Manager
Hollywood Feed
11.2017 - 11.2020
Relationship Manager
Heartland Payment Systems
11.2016 - 11.2017
Customer Advoc
American Fidelity
12.2015 - 10.2016
High School Diploma -
John Marshall High School
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