MELISSA POLLARD
Trumbull,USA
Summary
Motivated and tech-savvy individual transitioning into remote customer service, support chat and data entry roles. Possessing strong communication and problem-solving skills developed through my previous customer service roles. Proficient with various communication platforms and eager to apply a self-starter attitude and enthusiasm for helping others to a new remote role. Can work independently and excellent at problem solving. Willing to train and learn healthcare systems as well.
Overview
21
21
years of professional experience
Work History
Operations Support Specialist
Swimm Pools
Darien, USA
06.2019 - Current
- Managed customer feedback effectively
- Handle high-volume customer inquiries via email, chat and phone
- Scheduling Coordinator
- Provided friendly and professional service in a fast-paced environment
- Negotiated payment arrangements and followed up on outstanding balances
- Maintained accurate payment records and documented resolution outcome
- Resolved payment issues by researching account discrepancies and coordinating timely payments
- Assisted customers or visitors with questions and requests
- Dispatch and close over 50 tickets a day
- Enhanced customer-service quality by updating existing training material and guides
Hospitality Account Associate
Amsterdam Hotel
Stamford, USA
01.2019 - 06.2019
- Managed account inquiries, providing timely resolutions and support for hotel services.
- Handled day-to-day accounting processes to drive financial accuracy.
- Matched purchase orders with invoices and recorded necessary information.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Input financial data and produced reports using Quickbooks.
Customer Service Team Leader
Publix Supermarket
Jensen Beach, USA
10.2016 - 12.2018
- Assisted customers with transactions, refunds, Western Union and Lottery
- Reconciled daily cash, register totals, and POS reports
- Investigated and resolved cash and over/short variances
- Maintained privacy and professionalism
- Promoted from cashier to Customer Service Staff in 1 year
- Multitasking by flexibly fulfilling necessary roles
- Managed ten or more cashiers at a time
- Trained multiple associates at front desk and back office
Operations Support & Payment Resolution Specialist
Acoustic Distinctions
Stamford, USA
10.2011 - 08.2016
- Performed administrative and clerical tasks
- Maintained organized records and followed procedures
- Performed monthly credit card reconciliations in QuickBooks, identifying and correcting posting errors and discrepancies
- Used custom customer service database software to organize project directories, external office deadlines, drawing archives and employee schedules
- Transcribed notes for President of the company
- Answered phones, took messages and transferred calls
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.
- Enhanced customer experience by resolving complex billing disputes efficiently.
Cashier Manager
Bonavita Key Food
Bronx, USA
07.2005 - 10.2011
- Investigated and resolved cash and over/short variances
- Supervised daily cash handling operations, ensuring compliance with financial protocols.
- Trained and mentored staff on customer service best practices and sales techniques.
- Resolved customer inquiries and complaints efficiently, improving overall satisfaction rates.
- Monitored cash register systems for accuracy, reducing discrepancies through regular audits.
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Quickly and accurately counted drawers at start and end of each shift.
- Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
- Built positive relationships with customers to increase repeat business.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Coordinated promotional price changes, ensuring accurate pricing information at the register level.
- Streamlined check-out process, significantly reducing customer wait times by training staff on advanced POS systems.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
BA - Mass Communications, Concentration in Public Relations
Iona University
New Rochelle, NY05-2011
Skills
- Microsoft Office Suite
- Google Suite
- Team Training
- Office administration
- Employee training
- Spreadsheet management
- Document proofreading
- Business administration
- Schedule management
- Customer Relationship Management (CRM)
- Contract preparation
- Invoice processing
- Verbal Communication
- Written Communication
- Problem Resolution
- QuickBooks
Timeline
Operations Support Specialist
Swimm Pools
06.2019 - Current
Hospitality Account Associate
Amsterdam Hotel
01.2019 - 06.2019
Customer Service Team Leader
Publix Supermarket
10.2016 - 12.2018
Operations Support & Payment Resolution Specialist
Acoustic Distinctions
10.2011 - 08.2016
Cashier Manager
Bonavita Key Food
07.2005 - 10.2011
BA - Mass Communications, Concentration in Public Relations
Iona University