Melissa Serrano
Houston,Texas
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
16
16
years of professional experience
Work History
Management
HWW LASH II - AMAZING LASH STUDIO
01.2020 - Current
- Gained knowledge of company policies, protocols and processes.
- Handled day-to-day customer or client questions via telephone or email.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Assisted with onboarding of new employees by providing training and development resources.
- Used company reports to analyze sales, gross profit and inventory activities.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Chat Representative
Victoria Secret
01.2018 - 12.2019
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled inbound customer chat conversations.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Researched customer inquiries to provide accurate and up-to-date information.
- Assisted customers with order placement, product returns and order tracking.
Multi-site Retreat Director
BUSCH GLOBAL, LLC - MASSAGE HEIGHTS
01.2011 - 12.2017
- Directly supervised 2-3 Massage Heights locations
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Medical Receptionist
D&N MEDICAL WEIGHT & WELLNESS
01.2008 - 12.2010
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Registered and verified patient records before triage with most up-to-date information.
Education
High School Diploma -
Cypress Falls High School
Houston, TX05.2006
Skills
- Scheduling and Coordinating
- Business Projections
- Recruitment and Selection
- Front-End Operations
- Employee Mentoring
- Livechat Messaging
- Employee Training
- Critical Thinking
Timeline
Management
HWW LASH II - AMAZING LASH STUDIO
01.2020 - Current
Chat Representative
Victoria Secret
01.2018 - 12.2019
Multi-site Retreat Director
BUSCH GLOBAL, LLC - MASSAGE HEIGHTS
01.2011 - 12.2017
Medical Receptionist
D&N MEDICAL WEIGHT & WELLNESS
01.2008 - 12.2010
High School Diploma -
Cypress Falls High School
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