Melissa Serna
Grand Prairie,TX
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
8
8
years of professional experience
Work History
Assistant Manager
A-Max Insurance Services
Grand Prairie, USA
04.2021 - Current
- Help the customer with questions they have about their insurance policy.
- Help customers face-to-face with insurance quotes, and sell policies.
- I make 60 outbound calls, and process payments in the office or over the phone.
- Handle cash, and also reach the monthly goal.
- Assisted in training new staff on company policies and customer service practices.
- Monitored employee performance and provided constructive feedback regularly.
- Managed customer service inquiries and complaints in a timely manner.
Store Manager
Metro by T-mobile
09.2018 - 07.2021
- Trained and mentored staff to enhance customer service skills.
- Oversaw inventory management and coordinated stock replenishment processes.
- Monitored sales performance and identified areas for improvement in service delivery.
- Recruited, trained and supervised new employees.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Created weekly work schedules for store personnel.
- Updated POS system with new products and promotional offers.
Branch Manager
Freeway Auto Insurance
Dallas, USA
07.2019 - 04.2021
- Trained and mentored staff to enhance customer service skills.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Disciplined employees to encourage compliance with company policies and procedures.
- Resolved escalated customer complaints in a timely manner.
Sales Representative
Metro by T-mobile
02.2018 - 09.2018
- Assisted customers in selecting mobile devices and plans that meet their needs.
- Developed strong product knowledge to effectively communicate features and benefits.
- Processed customer transactions accurately and efficiently at point-of-sale system.
- Collaborated with team members to achieve sales goals and improve service delivery.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Reviewed monthly performance against targets set by management team.
- Greeted and assisted customers to foster positive experiences.
Education
High School Diploma -
Crosswinds High School
Grand Prairie, TX05.2018
Skills
- Bilingual
- Payment processing
- Team management
- Negotiation skills
- Money handling
- Multitasking and organization
- Customer service
- Marketing
- Goal achievement
Timeline
Assistant Manager
A-Max Insurance Services
04.2021 - Current
Branch Manager
Freeway Auto Insurance
07.2019 - 04.2021
Store Manager
Metro by T-mobile
09.2018 - 07.2021
Sales Representative
Metro by T-mobile
02.2018 - 09.2018
High School Diploma -
Crosswinds High School
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