Melissa Wheeler
Franklin
Summary
Demonstrates strong leadership in service-oriented roles, ensuring efficient operations and enhancing team dynamics. Committed to improving customer satisfaction through effective communication, conflict resolution, and performance monitoring, while maintaining compliance with health and safety standards.
Overview
15
15
years of professional experience
Work History
Service Leader
Hannaford Bros. Supermarket
Franklin
2024.09 - Current
- Supervised daily operations to ensure efficient customer service and store functionality.
- Oversaw day-to-day operations ensuring all tasks were completed according to schedule.
- Trained and mentored team members on best practices and company standards.
- Monitored employee performance and provided constructive feedback to enhance team effectiveness.
- Implemented processes and procedures that streamlined task completion and improved workflow.
- Resolved customer inquiries and complaints to maintain satisfaction.
- Implemented safety protocols to uphold a secure shopping environment.
- Monitored compliance with health and safety regulations throughout the store.
- Managed team schedule to ensure adequate coverage during peak hours.
- Resolved team conflicts through effective communication, fostering a collaborative work environment.
- Encouraged a positive and productive work environment among team members.
- Conducted opening and closing duties to maintain smooth operations.
- Provided feedback to store managers regarding customer inquiries or complaints.
- Maintained accurate records of all customer interactions using CRM software systems.
Outreach Worker
Community Action Program Belknap-Merrimack Counties Inc.
Warner
2011.10 - 2026.06
- Developed outreach materials to promote programs and increase community awareness.
- Implemented community outreach and engagement plans to reach vulnerable communities.
- Assisted clients in accessing social services through individualized support and guidance.
- Conducted assessments to identify client needs and connect them with appropriate resources.
- Trained new outreach workers on best practices and community engagement strategies.
- Delivered crisis intervention services to clients facing urgent situations.
- Educated citizens on resources and programs in the local community.
- Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation.
- Connected individuals with relevant community resources and coordinated referrals.
- Assisted clients in navigating various community resources and services.
- Interviewed patients or members via phone or in-person to gather personal and sensitive information and determined eligibility for various outreach programs.
- Assessed clients need and researched other possible effective referrals to other programs to best suit client's immediate needs.
- Maintained accurate records of client interactions and program participation for reporting purposes.
- Maintained comprehensive records of outreach data to support program evaluation. Used spreadsheets to record pledges, phone calls, and canvassing.
- Monitored progress of participants over time in order to assess effectiveness of services provided.
- Maintained comprehensive records of client information and progress notes to support effective case management and reporting.
- Managed the Meals on Wheels program
- Created training manual for the Area Center for the Meals on Wheels program.
- Created forms to enhance the accuracy and record keeping of intake for the Meals on Wheels program
- Managed inventory and receipt of donated goods and USDA products for food pantry, ensuring adequate supply for community needs.
- Assisted in maintaining accurate records and preparing annual reports for the USDA, in regards to the amount of food and number of meals distributed amongst the community
- Prepared and reviewed financials for qualifying applicants for both State & Federal programs
- Prepared and certified Fuel & Electric Assistance applications
- Facilitated supportive services and counseling for family members to address special concerns and ease transition during home visits.
- Collaborated closely with social workers, case managers, physicians, and other professionals to ensure client success.
- Cultivated and developed relationships with existing and potential referral sources, identified new partners, uncovered untapped opportunities, and raised brand awareness.
- Trained members to develop skills, analysis and commitment toward mission.
- Achieved specific outreach targets by implementing strategic engagement initiatives. through lead generation and conversion.
- Automated document flow, accurately recording, transcribing and maintaining confidential client information into database and applicant tracking system.
- Participated in team meetings regarding program goals and objectives.
- Attended conferences related to outreach work in order to stay current on best practices.
- Conducted needs assessments of clients in order to develop individualized service plans.
- Advised clients on legal matters such as filing for disability benefits or applying for social security income.
- Conducted needs assessments of clients in order to develop individualized service plans.
- Collaborated closely with social workers, case managers, physicians, and other professionals to ensure client success.
- Assisted individuals with completing applications for government benefits programs.
- Maintained comprehensive records of client information and progress notes to support effective case management and reporting.
- Initiated contact with potential clients through phone calls, emails, and home visits.
- Participated in team meetings regarding program goals and objectives.
- Created and distributed outreach materials to raise awareness of available services and attract financial and volunteer support.
- Automated document flow, accurately recording, transcribing and maintaining confidential client information into database and applicant tracking system.
- Connected individuals with relevant community resources and coordinated referrals.
Education
Bachelor of Science - Business
Hesser College
Concord2019-08
Master's Degree - Accounting
Kaplan University-Davenport Campus
Davenport, IA2017-01
Associate of Science - Business Administration/Accounting
Hesser College
Concord, NH2012-06
Skills
- Customer service
- Customer service excellence
- Customer engagement
- Complaint resolution
- Customer inquiry handling
- Service standard compliance
- CRM software expertise
- Performance monitoring
- Process improvement
- Store operations oversight
- Inventory management
- Safety protocols
- Team management
- Team building
- Coaching and mentoring
- Staff training
- Relationship management
- Conflict resolution
- Communication skills
- Feedback delivery
- Time management abilities
- Relationship building
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Service Leader
Hannaford Bros. Supermarket
2024.09 - Current
Outreach Worker
Community Action Program Belknap-Merrimack Counties Inc.
2011.10 - 2026.06
Bachelor of Science - Business
Hesser College
Master's Degree - Accounting
Kaplan University-Davenport Campus
Associate of Science - Business Administration/Accounting
Hesser College