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MELISSA S. LARSON
Fergus Falls,USA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
25
25
years of professional experience
Work History
Customer Service Representative II
Otter Tail Power Company
04.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Identified and resolved discrepancies and errors in customer accounts.
- Purchased and maintained office supplies.
Title Associate
West Central Abstracting, Inc.
12.2011 - 04.2016
- (218)736-5685-Angie Abram or Jay Neumann
- Analyzed title documents to identify potential issues and resolve any discrepancies.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Assisted in preparation of title insurance policies and title commitments.
- Managed multiple projects simultaneously while adhering to strict deadlines, ensuring prompt delivery of title services.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
Office Assistant
Kelly Services of Fargo (Employer)
06.2011 - 09.2011
- Otter Tail County GSC / Land & Resource Dept.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
Chiropractic Assistant
Smith Family Chiropractic
01.2011 - 04.2011
- Answered phones to respond to customer questions, provide information and schedule appointments.
- Prepared examination rooms with necessary equipment, promoting efficient appointment flow while prioritizing sanitation protocols.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Maintained strict adherence to HIPAA regulations, protecting sensitive patient information and upholding confidentiality standards.
- Greeted incoming visitors warmly and directed patients to appropriate areas to keep office running smoothly.
Receptionist / Office Support
Kelly Services of Fargo (Employer)
08.2010 - 01.2011
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Organized, maintained and updated information in computer databases.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Answered central telephone system and directed calls accordingly.
Teller
Gate City Bank
06.2009 - 01.2011
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Processed customer transactions promptly, minimizing wait times.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Fostered positive banking experience, helping customers with account management and service selection.
- Conducted daily audits of cash drawers to prevent discrepancies and maintain financial integrity.
Travel Coordinator Fulfillment Specialist
Perfect Travel Promotions
08.2004 - 01.2009
- (386)299-5892 Supervisor: Renee Zipperer
- Managed high-volume workload under tight deadlines while maintaining a keen attention to detail in every aspect of the job duties performed.
- Created customized travel packages tailored to individual client preferences and needs.
- Facilitated seamless communication between travelers, suppliers, colleagues, and management through regular updates on trip progress.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Created compelling marketing materials that showcased available travel packages and promotions, generating increased interest from potential clients.
- Developed strong relationships with suppliers, securing exclusive deals and discounts for clients.
Travel Coordinator
Small Escapes Travel
10.2002 - 08.2004
- (386)255-9990 Supervisor: Cindy Sweeney
- Managed high-volume workload under tight deadlines while maintaining a keen attention to detail in every aspect of the job duties performed.
- Handled emergency situations calmly while working quickly to find alternative travel arrangements when needed.
- Complied with company standards while preparing internal, informal and official documentation.
- Arranged hotel accommodations, cars or drivers and all related documentation.
- Monitored travel arrangements closely to proactively handle potential disruptions or changes in plans.
- Created customized travel packages tailored to individual client preferences and needs.
Assistant to the Owner / Travel Coordinator
VIP Travel Reservations, Inc
07.1999 - 09.2002
- Served as a liaison between the owner and clients, addressing inquiries and resolving issues promptly to ensure satisfaction.
- Maintained open lines of communication between staff members to facilitate teamwork and collaboration across departments.
- Streamlined daily operations within the office setting by delegating tasks effectively among team members.
- Coordinated travel arrangements for the clients, ensuring seamless logistics for business trips or personal vacations.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and anticipating client needs.
- Developed strong relationships with clients, resulting in repeat business and referrals.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
Education
B.A. - Business Administration / Human Resources
KEISER UNIVERSITY
Fort Lauderdale, Florida01.2008
A.A. - Business Management / Entrepreneurship
BRAINERD COMMUNITY COLLEGE
Brainerd, MN01.1994
Skills
- Microsoft Office Suite
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint resolution
- Client relations
- Manager support
- Payment processing
- Call center operations
- Staff training
- System implementation
- Travel planning
- Spreadsheets
- CRM software
- Business development
MARKETING & SALES
- Secured contracts with specific rates for use in the daily business of the company.
- Built and managed customer relationships along with increasing my sales.
- Developed new business for corporate and individual services.
- Expanded firms marketing effectiveness in preparing marketing materials to showcase new travel packages.
- Improved firm’s ability to track costs and fine-tune marketing, through developing spreadsheets, database files, and a host of reports and new reporting methods.
MANAGEMENT & ADMINISTRATION
- Organized office, provided solutions, and streamlined procedures.
- Ordering supplies and providing accurate breakdown invoices to accounts payable.
- Provided management support and trained employees on new software.
- Researched discrepancies for customers and solved as needed.
- Created Owner’s and Lender insurance policies for purchase of homes and refinance of loans.
- Demonstrated organizational, problem-solving, research, and overall business administration skills which led to taking on special assignments for the business owner related to growing and improving the business.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Timeline
Customer Service Representative II
Otter Tail Power Company
04.2016 - Current
Title Associate
West Central Abstracting, Inc.
12.2011 - 04.2016
Office Assistant
Kelly Services of Fargo (Employer)
06.2011 - 09.2011
Chiropractic Assistant
Smith Family Chiropractic
01.2011 - 04.2011
Receptionist / Office Support
Kelly Services of Fargo (Employer)
08.2010 - 01.2011
Teller
Gate City Bank
06.2009 - 01.2011
Travel Coordinator Fulfillment Specialist
Perfect Travel Promotions
08.2004 - 01.2009
Travel Coordinator
Small Escapes Travel
10.2002 - 08.2004
Assistant to the Owner / Travel Coordinator
VIP Travel Reservations, Inc
07.1999 - 09.2002
A.A. - Business Management / Entrepreneurship
BRAINERD COMMUNITY COLLEGE
B.A. - Business Administration / Human Resources
KEISER UNIVERSITY
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