Summary
Overview
Work History
Skills
Timeline
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Melissa Whiteley

Madisonville,LA

Summary

Dynamic manager with a proven track record at The Fresh Market, enhancing customer satisfaction through effective problem-solving and team leadership. Skilled in operations management and employee coaching, I fostered a high-performing culture that improved service delivery and reduced turnover, driving significant improvements in team performance and customer relations.

Overview

2026
2026
years of professional experience

Work History

Manager

Ambiance Flowers
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Guest Service Manager

The Fresh Market
04.2020 - Current
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
  • Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
  • Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
  • Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
  • Understood and implemented safety and emergency procedures.
  • Monitored staff training, scheduling and shift changes.
  • Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
  • Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
  • Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Task delegation
  • Relationship building
  • Operations management
  • Customer relationship management (CRM)
  • Shift scheduling
  • Workforce management
  • Emergency response
  • Employee onboarding
  • Coaching and mentoring
  • Active listening
  • Process improvement
  • Good judgment
  • Problem-solving aptitude
  • Schedule management
  • Interpersonal relations
  • Professional and courteous
  • Scheduling and coordinating
  • Employee coaching and mentoring
  • Customer relationship management
  • Hiring and training
  • Team development

Timeline

Guest Service Manager

The Fresh Market
04.2020 - Current

Manager

Ambiance Flowers

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Melissa Whiteley