Melissa Utley
Customer Service
Tecumseh,OK
Summary
Receptionist and customer service professional with 28+ years of experience delivering high-volume client support, front desk coordination, and issue resolution across retail, insurance, airline, and e-commerce environments. Known for strong communication, problem solving, data entry accuracy, and a calm, professional approach that drives customer satisfaction and efficient operations. Trusted to handle transactions, refunds, and sensitive inquiries with attention to detail, while consistently supporting team training and service excellence. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Cashier/Customer Service
Circle K
08.2009 - 08.2010
- Facilitated customer transactions, ensuring a smooth and efficient checkout experience while maintaining attention to detail.
- Maintained a clean and organized checkout area, enhancing customer satisfaction and reflecting a professional environment.
Customer Service Representative
Walmart
08.2009 - 08.2010
- Processed refunds and exchanges efficiently, enhancing customer satisfaction through effective problem solving.
- Resolved customer complaints with attention to detail, ensuring a positive shopping experience.
- Supported the training of new staff on customer service protocols, contributing to improved team performance.
Ecomm Agent
Costco
10.2021 - 02.2024
- Delivered exceptional customer service by addressing inquiries and resolving issues, enhancing client satisfaction in a high-volume e-commerce environment.
- Processed refunds and exchanges with precision, upholding service quality and contributing to customer retention.
- Assisted in onboarding new team members by sharing best practices for effective e-commerce support.
Customer Service Representative
Convergys
07.2012 - 07.2013
- Resolved technical issues for satellite television service users, achieving a resolution rate exceeding 90% for inquiries.
- Provided phone support and expert guidance, enhancing customer service through effective communication and problem-solving.
- Trained new representatives on customer service best practices, ensuring consistent and reliable support for callers.
Customer Service Representative
HP Administrative Services
09.2010 - 08.2011
- Educated clients on medical and dental benefits, ensuring clear understanding and effective utilization of coverage.
- Addressed customer inquiries with precision, enhancing satisfaction through timely and accurate responses.
- Conducted training sessions for new team members, focusing on service protocols and best practices in customer interaction.
Customer Service Associate
Farmers Insurance Group
07.2007 - 05.2009
- Handled customer inquiries regarding auto and homeowner insurance claims, ensuring accurate and timely submissions.
- Maintained clear communication with policyholders to provide updates and expedite claim resolutions.
- Processed claims with attention to detail, contributing to enhanced customer satisfaction.
Customer Service Representative
Walmart
08.2006 - 06.2007
- Processed an average of 100 transactions daily, ensuring accuracy and efficiency in customer service.
- Achieved a 95% customer satisfaction rating by addressing inquiries and resolving issues promptly.
- Streamlined refund procedures, reducing processing time by 20% and enhancing overall customer experience.
Reservations Agent
Southwest Airlines
07.1995 - 05.2006
- Coordinated customer reservations, modifications, and cancellations, ensuring efficient scheduling and accurate communication.
- Delivered precise booking information while maintaining up-to-date knowledge of airline policies to enhance customer service.
- Utilized strong communication skills to address inquiries and resolve issues, contributing to high levels of customer satisfaction.
Education
High School Diploma - Health Science
Skills
Customer Service - Expert
Communication Skills - Expert
Problem Solving - Expert
Data Entry - Expert
Attention to Detail - Experienced
Multitasking - Experienced
Interpersonal Skills - Experienced
Phone Support - Experienced
Timeline
Ecomm Agent
Costco
10.2021 - 02.2024
Customer Service Representative
Convergys
07.2012 - 07.2013
Customer Service Representative
HP Administrative Services
09.2010 - 08.2011
Cashier/Customer Service
Circle K
08.2009 - 08.2010
Customer Service Representative
Walmart
08.2009 - 08.2010
Customer Service Associate
Farmers Insurance Group
07.2007 - 05.2009
Customer Service Representative
Walmart
08.2006 - 06.2007
Reservations Agent
Southwest Airlines
07.1995 - 05.2006