MELISSA WRIGHT
Irving,TX
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
ADT(Everon)Security LLC.
Dallas, TX
03.2025 - Current
- Utilized multiple communication platforms to efficiently address and resolve customer inquiries, ensuring prompt and effective support.
- Engaged with team members to identify and implement improvements in service processes, contributing to elevated customer satisfaction.
- Systematically logged customer interactions in CRM system, enhancing data integrity for ongoing customer relationship management.
- Managed escalated issues with professionalism, de-escalating conflicts and finding satisfactory resolutions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
Cashier
Texas Wine and Spirits Inc.
Dallas, TX
09.2024 - 03.2025
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided exceptional service.
- Ensured accurate cash handling and balanced registers at end of shifts.
- Trained new cashiers on operational procedures and customer service standards.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Addressed customer needs and made product recommendations to increase sales.
- Greeted customers entering store and responded promptly to customer needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Airport Passenger Service Agent
Frontier Airlines
Irving, TX
02.2024 - 04.2024
- Greeted passengers and assisted with check-in procedures.
- Provided boarding passes and luggage tags to customers.
- Ensured compliance with safety regulations and airline policies.
- Verified identification documents of passengers.
- Assisted passengers in making flight connections.
- Resolved customer complaints regarding flight delays or cancellations.
- Processed ticketing transactions using a computer system.
- Conducted pre-flight security checks on passengers and baggage.
- Answered inquiries from customers regarding travel information.
- Operated computerized system to handle ticketing and check-ins.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Lifted or moved passenger luggage onto baggage belts and created bag labels to facilitate proper delivery.
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
911 Dispatcher
North Texas Emergency Communications center
Carrollton , TX
04.2023 - 11.2023
- Received, evaluated and prioritized incoming emergency calls from the public; dispatching appropriate personnel and equipment.
- Provided pre-arrival instructions to callers in life threatening situations.
- Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
- Assigned appropriate resources for responding to incidents based on established guidelines and protocols.
- Entered pertinent information into computer aided dispatch system; maintained detailed records of all dispatched calls.
- Utilized multi-line telephone system to answer inquiries from the public regarding emergencies, non-emergencies, police services.
- Researched criminal history data utilizing law enforcement databases; provided necessary information to officers in the field.
- Dispatched medical crews to accident scenes according to severity of injuries reported by witnesses or victims.
- Communicated effectively with individuals having mental health issues while dispatching crisis intervention teams.
- Participated in drills designed to test emergency preparedness procedures; documented results for review.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Used radio, telephone and computer system to update first responders with new information.
- Dispatched police officers and emergency personnel to calls for service.
- Researched vehicle, wanted and missing persons information.
Cargo Mail Agent
Quantem Aviation Services
Irving, TX
03.2022 - 12.2022
- Received, sorted, and delivered incoming mail to designated recipients.
- Created and maintained accurate records of packages received and sent out.
- Monitored the quality and quantity of outgoing mail items.
- Inspected outgoing mail for accuracy in addressing information.
- Operated postal equipment such as scales, meters, sorters, folders.
- Prepared documents for international shipments according to regulations.
- Ensured compliance with federal guidelines regarding hazardous materials shipping requirements.
- Loaded trucks with packages for delivery and pickup.
- Stored packages in an organized fashion within warehouse space.
- Sorted and placed mail on racks, shelves or in bins according to predetermined sequence.
- Collaborated with other employees to complete large shipment orders and during high-volume mailing periods.
- Used portable electronic scanner to track parcels and record tracking progress.
Cargo Shipping Agent
Eulen America
Queens, New York
04.2018 - 03.2020
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Processed payments from customers by cash, check or credit cards accurately according to company guidelines.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Verified accuracy of all paperwork prior to submission for processing.
- Provided customer service to clients through phone and email communication.
- Prepared documents such as bills of lading, invoices, customs forms., for shipments.
- Tracked shipment progress and provided updates to customers.
- Organized warehouse activities including loading and unloading packages onto trucks or other vehicles.
- Managed customer accounts and updated account information as needed.
- Performed data entry into company's systems related to shipping activities.
- Processed payments from customers related to their shipping charges.
- Inspected and recorded incoming and outgoing orders for count, damage and dates.
- Compared and verified identifying information of outgoing shipments.
Education
Some College (No Degree) - Occupational Therapy
Queensborough Community College of The City University of New York
Oakland Gardens, NYInsurance Adjuster License -
Texas Insurance Adjuster School
Texas City, TX04-2034
High School Diploma -
Farrockaway High School
Queens, NY06-2005
Skills
- Passenger Assistance
- Complaint Handling
- First Aid Training
- Customer Service Management
- Reservation Processing
- Strong Organization
- Cash Management
- Investigating problems
- Emergency Procedures
- Data Evaluation
- File Organization
- Administrative Support
- Scheduling appointments
- Customer Relations
- Telephone reception
- Data Entry
- Inbound and Outbound Calling
- Product Knowledge
- Data Collection
- Medical terminology knowledge
- Clerical Support
- Courteous demeanor
- Customer Education
- Conflict Mediation
- Payment Processing
- Call Center Operations
- Typing proficiency
- Filing
- Shipping and receiving understanding
TRAINING IN PROGRESS
- Texas insurance adjuster school
Timeline
Customer Service Representative
ADT(Everon)Security LLC.
03.2025 - Current
Cashier
Texas Wine and Spirits Inc.
09.2024 - 03.2025
Airport Passenger Service Agent
Frontier Airlines
02.2024 - 04.2024
911 Dispatcher
North Texas Emergency Communications center
04.2023 - 11.2023
Cargo Mail Agent
Quantem Aviation Services
03.2022 - 12.2022
Cargo Shipping Agent
Eulen America
04.2018 - 03.2020
Some College (No Degree) - Occupational Therapy
Queensborough Community College of The City University of New York
Insurance Adjuster License -
Texas Insurance Adjuster School
High School Diploma -
Farrockaway High School