Hi, I’m
Melissa Wood
Summary
Experienced Customer Service Representative with over 14 years in call centers, hospitality, and retail. Skilled in managing teams, improving response times, and resolving complex customer issues. Seeking roles as a Data Analyst, Hotel Night Auditor, or Customer Service Representative to leverage strong analytical and leadership abilities in dynamic environments.
Overview
15
years of professional experience
1
Certification
Work History
NeoPollard Interactive
Customer Service Representative
07.2022 - 01.2026
Job overview
- Supported online lottery players with account management, payments, and technical issues.
- Handled multi-channel communication (phone, live chat, email) while maintaining satisfaction metrics.
- Provided accurate information and resolved escalated inquiries in compliance with company protocols.
- Improved customer support response time by [6-10%] through efficient problem-solving.
- Managed high-volume inquiries while maintaining quality service standards.
- Collaborated with team members to resolve complex customer issues.
- Maintained up-to-date knowledge of company products and services.
Dialog Direct
Customer Service Representative
08.2020 - 07.2022
Job overview
- Assisted DTE Energy customers with billing, service requests, and outage concerns.
- Resolved high-volume inbound inquiries and negotiated payment agreements per state regulations.
- Delivered timely resolutions by coordinating with internal departments.
- Maintained compliance with company and regulatory standards.
- Provided clear and accurate information to customers.
Holiday Inn Express & Suites
Front Desk Receptionist
03.2018 - 07.2020
Job overview
- Registered guests, managed reservations, and resolved customer concerns promptly.
- Ensured quality guest experiences through effective communication and service.
- Handled guest check-ins and check-outs efficiently.
- Addressed guest requests and coordinated with housekeeping and maintenance staff.
Panera Bread
Team Lead
08.2014 - 01.2018
Job overview
- Supervised team operations, trained staff, and managed schedules.
- Resolved customer complaints and maintained quality standards.
- Led a customer support team of [6-10 team members].
- Ensured smooth daily operations and adherence to company policies.
Del Taco
Shift Manager
01.2011 - 12.2014
Job overview
- Supervised daily operations, trained staff, and ensured compliance with safety and service standards.
- Managed shift schedules and delegated tasks to team members.
- Maintained a clean and safe work environment.
Education
Mountain Pointe High School
High School Diploma
5 2010
Skills
- Team Leadership
- Technical Troubleshooting
- Payment and Account Management
- Improving customer support response time - Customer support response time improved (6-10%)
- Customer Service Management
- Managing teams in a customer support role - Largest customer support team managed (6-10 team members)
- Conflict Resolution
- Process Improvement
- Customer Service & Communication:
- Active listening
- Empathy
- Phone Etiquette
- Technical:
- Salesforce
- Zendesk
- Microsoft Office Suite
- CRM software
- Leadership:
- Training
- Mentoring
- Scheduling
- Performance Management
Certification
- HIPAA April 2025
- Driver's License January 2024 to January 2028
Additional Information
Authorized to work in the US for any employer
Timeline
Customer Service Representative
NeoPollard Interactive
07.2022 - 01.2026
Customer Service Representative
Dialog Direct
08.2020 - 07.2022
Front Desk Receptionist
Holiday Inn Express & Suites
03.2018 - 07.2020
Team Lead
Panera Bread
08.2014 - 01.2018
Shift Manager
Del Taco
01.2011 - 12.2014
Mountain Pointe High School
High School Diploma