Melissa Sequeira
Richmond Hill,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Advocate
Globe Life
08.2023 - Current
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
Human Resources Assistant
Canady's Precision Air
08.2022 - 09.2022
- Maintains accurate and up-to-date human resource files, records, and documentation
- Maintains the integrity and confidentiality of human resource files and records
- Performs periodic audits of HR files and records to ensure that all required documents are collected and filed appropriately
- Provides clerical support to the HR department
- May assist with payroll functions including processing, answering employee questions, fixing processing errors, and distributing checks
Customer Service Representative
Empire Beauty School
09.2013 - 05.2019
- Responsible for delivering high levels of customer service to our students, customers, and guests
- Greeting salon guests, managing the reception area
- Routing calls, data entry, managing the Point of Sale, and mentoring assigned student(s)
- Assisting with orientation, open houses, and other admissions-related activities
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Set up and activated students accounts
- Developed strong customer relationships to encourage repeat business
Direct TV Sales Representative
PRC Call Center
06.2010 - 05.2011
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
Education
Bachelors - Nursing
Georgia Southern University
Savannah, GA05.2019
Diploma -
Miami South Ridge Senior High
Cutler Bay, FL01.2010
Skills
- Quality assurance
- Clerical experience
- Call center experience
- Claims support
- Administrative support
- Quality control
- CRM software
- Project management
- Insurance and claims handling
- Claims processing experience
- Data analysis
Accomplishments
- Achieved Admin by meeting metric number with accuracy and efficiency.
- Promoted to Claims for outstanding KPI numbers.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Advocate
Globe Life
08.2023 - Current
Human Resources Assistant
Canady's Precision Air
08.2022 - 09.2022
Customer Service Representative
Empire Beauty School
09.2013 - 05.2019
Direct TV Sales Representative
PRC Call Center
06.2010 - 05.2011
Diploma -
Miami South Ridge Senior High
Bachelors - Nursing
Georgia Southern University
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