Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Whitaker

Munday,TX

Summary

Loyal dependable employee, when my name is on it I make sure it is accurate if I have to double-triple count money.

As a mentor, I had to take over calls for associates de-escalate frustrated callers, and negotiate issues with hostile customers.

I always arrive in a timely early manner and customers come into locations because I treat them with respect just as if I wanted to be treated. I deeply care for any person that I want the best of my of my ability. I am a team player.....and as I said I accurately do the job I am hired to do.

Overview

23
23
years of professional experience

Work History

LEAD SALES ASSOCIATE

DOLLAR GENERAL
06.2023 - 08.2023
  • Handled cash register operations and customer transactions to process payments.
  • Trained, coached, and mentored 100s of new sales associates per day for maximum performance.
  • Answered customer questions and increased information about products and services, helped locate merchandise, and promoted key items.
  • Processed and stocked merchandise in accordance with store standards.
  • Handled cash register operations and customer transactions to process payments
  • Trained, coached, and mentored new sales associates for maximum performance
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items
  • Processed and stocked merchandise in accordance with store standards
  • Maintained store visual standards by setting up window and interior displays to merchandising guidelines
  • Provided exceptional customer service to foster client loyalty and satisfaction
  • Greeted customers and provided product advice to increase sales
  • Monitored sales team performance and provided constructive feedback
  • Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases
  • Built relationships with customers and community to promote long term business growth
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
  • Contributed to team objectives in fast-paced environment
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
  • Informed customers of promotions to increase sales productivity and volume
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
  • Maintained current knowledge of evolving changes in marketplace
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
  • Selected correct products based on customer needs, product specifications and applicable regulations
  • Achieved or exceeded company-defined sales quotas
  • Presented professional image consistent with company's brand values
  • Monitored service after sale and implemented quick and effective problem resolutions
  • Drove store revenue by offering customers accessories and related purchases to complete selections
  • Set and achieved company defined sales goals
  • Developed and maintained strong working relationships with professionals within assigned territory
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing
  • Negotiated prices, terms of sales and service agreements
  • Kept detailed records of daily activities through online customer database

CUSTOMER SERVICE CALL CENTER

BLUE CROSS BLUE SHIELD
03.2013 - 11.2016
  • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Actively listened to 50 or more customers per day, handled concerns quickly, and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using the call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Generated customer service reports to track customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed and updated databases to handle customer data.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Sought ways to improve processes and services provided.
  • Cross-trained and provided backup support for organizational leadership.

Customer Service Representative AND Mentor

ATT
01.2005 - 06.2015
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Recorded deposits, reconciled monthly bank accounts and tracked expenses.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
  • Entered figures using 10-key calculator to compute data quickly.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Implemented customer service policies and procedures for consistent performance standards.
  • Led customer service projects to address and achieve key business objectives.
  • Measured and improved customer satisfaction through feedback surveys and analysis.
  • Created reporting systems to track customer service performance and improve insight.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Developed and updated databases to handle customer data.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Managed customer service budgets for cost-effective staff and resource allocation.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction
  • Coached and mentored service representatives to deliver polite, professional customer interactions
  • Supervised large teams with guidance, support and direction for high-quality customer care
  • Onboarded and trained customer representatives to meet performance and service goals
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices
  • Evaluated staff performance and provided feedback to improve customer service delivery
  • Implemented company policies and procedures for professional, cohesive customer care
  • Implemented customer service policies and procedures for consistent performance standards
  • Developed customer service initiatives to improve performance and uplift satisfaction scores
  • Measured and improved customer satisfaction through feedback surveys and analysis
  • Assessed customer service data to identify and address improvement opportunities
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Investigated and resolved customer inquiries and complaints quickly
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Delivered prompt service to prioritize customer needs
  • Met customer call guidelines for service levels, handle time and productivity
  • Maintained up-to-date knowledge of product and service changes
  • Responded proactively and positively to rapid change
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Educated customers about billing, payment processing and support policies and procedures
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Promptly responded to inquiries and requests from prospective customers
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Trained new personnel regarding company operations, policies and services
  • Managed timely and effective replacement of damaged or missing products
  • Sought ways to improve processes and services provided
  • Promoted available products and services to customers during service, account management, and order calls
  • Enhanced productivity levels by anticipating needs and delivering outstanding support
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and wiping down surfaces
  • Investigated and resolved accounting, service and delivery concerns
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Collected and returned unpurchased or returned items to the correct shelf locations and arranged displays to promote sales
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols
  • Created and maintained detailed database to develop promotional sales

PREADMISSIONS AT HOSPITAL

UNITED REGIONAL HEALTH CARE SYSTEMS
03.2000 - 10.2004
  • Updated medical records in EMR system and double-checked data for accuracy.
  • Monitored vital signs and documented temperature, pulse and blood pressure to assess patient condition.
  • Collaborated with medical doctors and other healthcare professionals.
  • My job was creating patient charts and ordering labs that they needed for their next-day surgeries and delivering them to the correct floor for their surgeries.
  • Timely accurate manner
  • Professionally

Education

Bachelor of Science - NURSING

MIDWESTERN STATE UNIVERSITY
Wichita Falls, TX

Skills

  • Opening and Closing Procedures
  • Accurate Cash Handling
  • Customer Care
  • Issue Refunds
  • Ability to Lift 40 Pounds
  • Retail Store Operations
  • Stress Management
  • Tactful Conflict Resolution
  • Exceeding Customer Expectations
  • Pricing and Labeling
  • Strong Communication and Interpersonal Skills
  • POS System Expertise
  • Billing and Collections
  • Speech Clarity
  • Staff Training
  • Customer Needs Assessment
  • Returns and Exchanges
  • Gift Wrapping
  • Store Policies and Procedures
  • Dispute Mediation
  • Team Leadership
  • Time Management
  • Flexible Hours
  • Product Recommendations
  • Teamwork and Collaboration
  • Mentoring
  • Energy and Physical Stamina
  • Item Ticketing and Pricing
  • Engaging with Diverse Customers
  • Hospitality and Accommodation
  • Merchandise Display
  • Positive Customer Engagement
  • Operate Cash Register
  • Sales Floor Organization
  • Client Relationship-Building
  • Team Cooperation
  • Excellent Written and Verbal Communication
  • Building Customer Loyalty
  • Safety and Cleanliness Standards
  • Cash Flow Management
  • Assignment Delegation
  • Merchandising and Display
  • Adaptable and Flexible
  • Payment Processing
  • Persistent and Resilient
  • Shipping and Receiving
  • Purchase Packaging

Timeline

LEAD SALES ASSOCIATE

DOLLAR GENERAL
06.2023 - 08.2023

CUSTOMER SERVICE CALL CENTER

BLUE CROSS BLUE SHIELD
03.2013 - 11.2016

Customer Service Representative AND Mentor

ATT
01.2005 - 06.2015

PREADMISSIONS AT HOSPITAL

UNITED REGIONAL HEALTH CARE SYSTEMS
03.2000 - 10.2004

Bachelor of Science - NURSING

MIDWESTERN STATE UNIVERSITY

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Melissa Whitaker