Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Talbot

Manchester,NH

Summary

Engaging Senior Customer Service Representative with 10+ years of experience resolving complex customer inquiries. In a fast paced Passionate about building strong customer relationships, increase customer loyalty, and increasing Customer engagement. Goal-driven and dedicated to providing high-quality construction services to discerning clients. Offering first-rate construction management and field supervision expertise. Skillful in working with architects, inspectors, designers and subcontractors to accomplish high-quality project work.

Overview

15
15
years of professional experience

Work History

United Healthcare
09.2013 - Current
  • I have held several positions to make me a well-rounded employee, well organized, I have become a trusted partner with Internal and External customers
  • Able to prioritize and work efficiently
  • I help customers resolve all their service issues end to end
  • I am also in the position to be able to mentor others and assist and monitor inventory
  • My duties encompass assigning out work to be processed and making sure the expected turnaround times are met
  • Data entry when new inventory is received in a timely manner
  • Attention to detail while maintaining a high standard of Customer
  • Service
  • As well as assist complex customer inquiries within a high-volume incoming call center, with high standards of customer service and quality.

Contractor

Nagler Group
09.2012 - 09.2013
  • Incoming Call Center- Reschedule and assist customers with issues and questions they have
  • Back up floor support taking escalated calls and training new hires.

Dispatcher

Jambos Communication
07.2010 - 04.2012
  • Worked independently helping customers and technicians alike
  • Prepared reports and making sure all tasks are completed for the day.

Dispatch Supervisor

Multiband NE, Inc
03.2009 - 02.2010
  • Provide any support that is needed with delegation
  • Reporting at set times and an overall nightly report
  • It is my top priority to see that the customers get the best quality of service
  • Identified and made recommendation for process improvements and the implementation of organizational policies and procedures
  • Monitored the performance of personnel to ensure a productive work environment and Motivated employees to achieve personal goals and too consistently meet expected goals
  • Together we built a teamwork environment that encouraged hard work and collaboration that ensured workflow efficiencies.

Dispatcher

Multiband NE, Inc
07.2008 - 03.2009
  • For DirecTV, this was high volume incoming call center
  • Helping customers locate technicians and any other questions they may have
  • It was a team environment with some supervision
  • Also did the training of the new hires.

Receptionist/Cashier

Downtown Lincoln Mercury, Inc
02.2005 - 08.2006
  • Duties include answering a multi-line phone/PA system, cashier and clerical duties for the maintenance shop and customer service and data entry for the car dealership.

Education

High school diploma -

Goffstown Area High School

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Pinkerton Academy

Skills

  • Responding to Difficult Customers
  • Courteous with Strong Service Mindset
  • Upbeat and Positive Personality
  • Customer Data Confidentiality
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure

Timeline

United Healthcare
09.2013 - Current

Contractor

Nagler Group
09.2012 - 09.2013

Dispatcher

Jambos Communication
07.2010 - 04.2012

Dispatch Supervisor

Multiband NE, Inc
03.2009 - 02.2010

Dispatcher

Multiband NE, Inc
07.2008 - 03.2009

Receptionist/Cashier

Downtown Lincoln Mercury, Inc
02.2005 - 08.2006

High school diploma -

Goffstown Area High School

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Pinkerton Academy

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Melissa Talbot