Melissa Vincenty
Aurora,CO
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
FedEx
08.1991 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Tracked customer service cases and updated service software with customer information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Massage Therapist
Infinite Massage Therapy (ILIFF OFFICE PARK)
02.2014 - 03.2020
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Improved overall client well-being with customized aromatherapy blends during massage sessions.
- Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Streamlined appointment scheduling process, resulting in increased efficiency for both therapists and clients.
- Achieved high levels of customer satisfaction with empathetic listening skills and clear communication about treatment plans.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
- Offered aromatherapy, hot stones and cupping as part of massage treatments.
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
- Researched new techniques to stay up to date with trends and developments in massage therapy industry.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Boosted repeat business through outstanding customer service and personalized massage experiences.
- Provided clear, concise instructions to clients to prepare for massage services.
- Ensured client safety by adhering to strict hygienic practices and proper draping techniques.
- Expanded knowledge of various modalities through continuing education courses, enhancing skillset as a therapist.
- Maintained accurate client records for effective treatment planning and progress tracking.
- Prepared oils and lotions for massages.
- Provided custom massage treatments to clients, tailored to individual needs and preferences.
- Performed sanitization tasks to keep massage environment clean and safe.
- Utilized hot stones, aromatherapy and other therapeutic treatments.
- Advised clients on areas such as posture, at-home exercises and stretches.
- Researched new massage techniques and treatments.
- Performed aroma therapies and specialized relaxation techniques.
- Assessed guest needs and identified muscle issues, medical conditions, and contraindications before beginning session.
- Maintained accurate and up-to-date client records.
- Worked with clients to ascertain medical history, potential issues, and areas needing support.
- Analyzed postural assessments and range of motion.
- Established and implemented massage protocols and procedures.
Education
Associate of Arts - Occupational Studies Degree in Massage Therapy
Colorado School of Healing Arts
Denver, CO10.2013
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Customer Relations
- Complaint Handling
- Customer satisfaction measurement
- Scheduling
- Money handling abilities
- Follow-up skills
- Documentation
- Store maintenance
- Order Processing
Timeline
Massage Therapist
Infinite Massage Therapy (ILIFF OFFICE PARK)
02.2014 - 03.2020
Customer Service Representative
FedEx
08.1991 - 12.2022
Associate of Arts - Occupational Studies Degree in Massage Therapy
Colorado School of Healing Arts