Melissa Smith
Lake City,FL
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Resourceful Lead CSR known for high productivity and efficient task completion. Skilled in customer relationship management, conflict resolution, and process improvement to ensure positive outcomes. Excel in communication, teamwork, and adaptability, using these soft skills to navigate challenges and foster productive work environments.
Overview
6
6
years of professional experience
Work History
Lead CSR
Fifth Third Bank
Indianapolis
04.2022 - 09.2024
- Provided expert customer service and support to customers, including troubleshooting technical issues.
- Maintained accurate records of customer interactions and transactions.
- Assisted in the development and implementation of customer service policies and procedures.
- Handled escalated customer complaints with professionalism and empathy.
- Resolved product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Evaluated individual performance against key targets and goals established by management.
- Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
- Performed additional tasks as assigned by senior management.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
Front Desk Manager
10.2018 - 07.2022
Assistant Manager
Burger King
08.2021 - 03.2022
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
Education
Service Management -
Ben Davis High School
Indianapolis, IN01.2002
Skills
- Staff Supervision
- Customer Relations
- Business Planning
- Policy Updating
- Staff Management
- Hiring and Staffing
- Time Management
- Customer Relationship Management
- Cost Control
- Consumer Banking
- Cash auditing
- Cash handling expertise
- Workflow Optimization
- Customer Engagement
- Financial record keeping
- Risk Management
- Cash handling and management
- Transaction Processing
Timeline
Lead CSR
Fifth Third Bank
04.2022 - 09.2024
Assistant Manager
Burger King
08.2021 - 03.2022
Front Desk Manager
10.2018 - 07.2022
Service Management -
Ben Davis High School