Melissa Wheeler

• Resolved customer inquiries efficiently, ensuring high satisfaction and retention rates.
• Managed multi-line phone system to handle inbound and outbound calls effectively.
• Documented customer interactions using CRM software for accurate record-keeping.
• Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
• Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
• Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
• Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.

• Reached out to vendors and customers to verify information and follow up on client issues.
• Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
• Streamlined daily reporting information entry for efficient record keeping purposes.
• Inspected account books and recorded transactions.
• Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
• Streamlined bookkeeping procedures to increase efficiency and productivity.
• Matched purchase orders with invoices and recorded necessary information.
• Handled day-to-day accounting processes to drive financial accuracy.
• Gathered, evaluated and summarized account data in detailed financial reports.
• Presented audit findings to accounting manager after reviewing results and paperwork.
• Updates details and accurate ledgers.
• Input financial data and produced reports using SAP, Concur, Excel, and several more. Very comfortable with Teams.
• Managed and responded to correspondence and inquiries from customers and vendors.
• Hands Customer Service incoming calls and responsible for responding to all customers emails to help resolve any issues they may have.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Completed special projects by using effective decision making, critical thinking and time management skills.
• Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
• Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
• Assisted organization with transitioning from paper invoicing to point-of-sale systems, which resulted in overall efficiency.
• Devised and published metrics to measure organization's success in delivering world class customer service.
• Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
• Coordinated resolutions for more than 150 daily customer inquiries while consistently achieving performance targets.
• Collaborated with Store Management to improve customer service processes and support structures company-wide.

• Updated database with changes in carrier status.
• Received incoming shipments, compared contents against associated records and transmitted to proper department.
• Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
• Inspected merchandise and sent damaged pieces for repair before shipment.
• Processed required paperwork to expedite handling of shipped and received goods.
• Handled day-to-day shipping and receiving overseeing more than 200 packages per day

• Maintained computer and physical filing systems.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
• Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
• Sourced vendors for special project needs and negotiated contracts.
• Oversaw quality control and productivity rates to increase revenue and production times.
• Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
• Received new orders, prepared documentation and assigned personnel.
• Facilitated communications between customers and field personnel to answer questions or resolve concerns.

Monitored dispatched calls and took action to resolve and correct potential problems.

• Handled customer escalations from drivers to solve issues and restore customer satisfaction.
• Communicated with customers daily about freight movements and delivery timetables.
• Tracked purchase orders and approved vendor invoices for outside services.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.