MELISSA TORRES ROLDAN
MURRIETA ,CA
Summary
Customer service and operations professional with 15 years of experience driving customer loyalty, retention, and satisfaction. Skilled at resolving escalated issues, leading teams, and improving processes in fast-paced environments. Proven ability to maintain high CSI scores and build long-term client relationships.
Overview
17
17
years of professional experience
Work History
Owner Loyalty Manager (OLM) & Assistant to the GM
Nissan Temecula
Temecula, California
06.2023 - Current
- Partnered with sales and service teams to enhance customer experience and satisfaction.
- Resolved escalated customer issues, maintaining a CSI (Customer Satisfaction Index) average of 950 or higher.
- Supported the General Manager with daily operations, including reporting, scheduling, vendor relations, and inventory oversight.
- Coordinated cross-departmental communication to streamline processes and improve efficiency.
- Assisted in organizing dealership events and marketing campaigns to promote brand loyalty.
Customer Experience Manager
Buffini & Company
Carlsbad, California
12.2018 - 12.2022
- Developed performance metrics and QA policies, raising customer survey scores to 9.9 out of 10.
- Led and trained customer service associates on escalations, improving team performance.
- Collaborated with sales, marketing, and operations teams to align customer-focused initiatives.
- Implemented training and documentation to address recurring customer issues.
- Analyzed call trends and recommended process improvements to maintain quality standards.
Customer Service Representative
Buffini & Company
Carlsbad, California
06.2018 - 12.2020
- Managed high-volume customer inquiries across multiple channels, resolving issues efficiently.
- Built strong client relationships, increasing retention, and repeat business.
- Implemented personalized follow-ups and upselling strategies, driving revenue, and loyalty.
- Resolved challenging situations calmly, turning negative experiences into positive outcomes.
General Manager
Upper Crust Pizza
Oceanside , CA
06.2008 - 05.2018
- Directed daily operations while maintaining service excellence and cost efficiency.
- Hired, trained, and supervised staff to uphold quality standards.
- Developed and enforced operational policies to improve responsiveness and efficiency.
- Promoted a customer-first environment, ensuring exceptional dining experiences.
Education
Associate of Science - Business Management
Miracosta College
Oceanside, CA05-2018
Skills
- Customer Relationship Management
- Conflict Resolution & Problem Solving
- Team Leadership & Staff Training
- CRM Systems & Customer Service Software
- Time Management & Organizational Skills
- Cross-Departmental Collaboration
Timeline
Owner Loyalty Manager (OLM) & Assistant to the GM
Nissan Temecula
06.2023 - Current
Customer Experience Manager
Buffini & Company
12.2018 - 12.2022
Customer Service Representative
Buffini & Company
06.2018 - 12.2020
General Manager
Upper Crust Pizza
06.2008 - 05.2018
Associate of Science - Business Management
Miracosta College