Melissa Walker
Fort Wayne,US
Summary
Assisted in daily operations of restaurant with over 20 years of experience. Supported scheduling efforts in a high-volume call center for 4 years. Engaged with customers to foster positive relationships and enhance service experience.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Don Ayres Honda
Fort Wayne, IN
08.2022 - Current
- Respond to customer inquiries with professionalism, meet challenges and focus on the next great call.
- Schedule service as part of a high volume call center. Ensure proper parts are ordered and suitable time booked.
- Provide product knowledge to customers, facilitating informed purchasing decisions for elective services and routine maintenance.
- Train new representatives on customer service protocols and best practices.
- Resolve customer complaints with empathy and personalized solutions, resulting in increased loyalty and repeat business.
- Develop strong product knowledge through elearning and practical demonstrations to provide informed recommendations based on individual customer needs.
- Contribute to sales by upselling products and services based on regular service intervals. Recommend individualized solutions.
Management/catering and Team Lead
Panera Bread
Fort Wayne, IN
06.2003 - 08.2022
- Assisted customers in identifying needs and preferences. Recommended products based on dining habits. Provided support to enhance overall guest experience.
- Facilitated training and mentoring for new team members during their onboarding process.
- Oversaw daily operations and strategic deployment of personnel in optimal roles.
- Exhibited professionalism and composure while collaborating with team members in high-pressure environments.
- Analyzed operational bottlenecks in cafe environment and strategically redeployed staff to enhance efficiency.
- Oversaw operations and management of nine cafes across Indiana. Through my leadership, took Noblesville cafe to top state sales percentage increase.
- Assisted in maintaining catering database to track orders and inventory. Supported production and delivery of catering orders to meet client needs.
- Specialized, in hiring, training and scheduling processes of new cafes.
- Cross trained 100 percent of staff at our Mishawaka location. Developed trainers and celebrated successes.
- Oversaw inventory management and executed product orders for café operations.
Education
Bachelor of Arts - Journalism, Print/ Theater
Franklin College
Franklin, IN05.1998
Skills
- Driven
- Organized
- Adaptable
- Strong verbal communication
- Genuinely care for people
- Work effectively with a variety of people
- Enjoy being a member of a community
- Self-motivated
Timeline
Customer Service Representative
Don Ayres Honda
08.2022 - Current
Management/catering and Team Lead
Panera Bread
06.2003 - 08.2022
Bachelor of Arts - Journalism, Print/ Theater
Franklin College