Melissa Sosa
Summary
Experienced Customer Service Representative fluent in English and Spanish-speaking language. Dedicated to providing excellent service. Comfortable working in fast-paced environment .Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Conscientious and compassionate human resources professional with drive for helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills.
Overview
19
19
years of professional experience
Work History
Client Service Administrator
Evans Holdings LLC, DBA Landscape Florida
10.2023 - Current
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined office processes for increased efficiency and better client service delivery.
- Manage a high volume of client accounts with accuracy and attention to detail.
- Improved client retention by building strong relationships through consistent communication and followups.
- Process new hire paperwork and procedures, including verifying driving records, w-4, I-9's.
- Acting as a liaison between employees and managers when it comes to human resource related issues.
- Process all record keeping of time Managment.
Bank Teller
BB&T
10.2013 - 07.2014
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Reconciled cash drawer and resolved discrepancies.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Counted and packaged currency and coins.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Counted, verified and handled bank deposits and armored car transactions.
Assistant Store Manager
Publix Supermarkets Store
05.2010 - 12.2012
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Identified and proactively resolved issues impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Interviewed, hired, and trained associates and equipped to comply with company policies and procedures.
- Processed all aspect of hiring process, drug screening, I-9 verification, w-4's.
- Completed all payroll functions, including submitting raises and performance evaluations.
- Reviewed all workers compensation incidents and reviewed OSHA Logs.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Customer Service Manager
Publix Supermarkets Store
02.2005 - 05.2010
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted diversity and inclusion within the workplace by initiating targeted training programs and implementing inclusive hiring practices.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex benefits administration, ensuring accurate enrollment and timely processing of claims.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
High School Diploma -
Estero High School
Estero, FL05.2001
Skills
- New Hire Processing
- Documentation and Recordkeeping
- Appointment Booking
- HR Support
- Legal Compliance
- Paperwork Processing
- Payroll Processing
- Customer Relations
- Microsoft Outlook, Word, and Excel
- Time Management
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Client Service Administrator
Evans Holdings LLC, DBA Landscape Florida
10.2023 - Current
Bank Teller
BB&T
10.2013 - 07.2014
Assistant Store Manager
Publix Supermarkets Store
05.2010 - 12.2012
Customer Service Manager
Publix Supermarkets Store
02.2005 - 05.2010
High School Diploma -
Estero High School
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