Summary
Overview
Work History
Education
Skills
Timeline
AccountManager

Melissa Young

Taylorsville,NC

Summary

New Customer Specialist offering 16 years assisting customers and supporting sales process. Actively listened to requests and concerns to provide targeted options and solutions. Highly successful at quickly and effectively addressing issues on first attempt to boost customer service ratings.

Overview

29
29
years of professional experience

Work History

New Customer Specialist

Rollins
Taylorsville, NC
01.2007 - Current
  • Listened to customer requests and asked questions to provide effective solutions.
  • Conducted product demonstrations to educate customers on product functions and benefits.
  • Used upselling techniques to increase spending per customer.
  • Resolved customer service issues to maintain ideal customer experiences.
  • Encouraged sales by suggesting products and services matching customer desires.
  • Researched answers to customer inquiries to provide accurate information.
  • Assisted customers by answering high volume of calls daily.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.

Office Assistant

DHL
Charlotte, NC
05.1994 - 12.2006
  • Answered phone calls and welcomed visitors to office.
  • Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
  • Greeted visitors or callers to handle questions or direct to appropriate staff.
  • Collected and coded various documents to prepare for filing, storage and processing.
  • Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
  • Answered telephones, directed calls and took messages.
  • Operated photocopiers and scanners, facsimile machines and personal computers.
  • Delivered messages and ran errands.
  • Maintained and updated filing, inventory and database systems, manually or using computer.
  • Communicated with customers, employees and vendors to answer questions and address complaints.
  • Typed, formatted and edited correspondence and other documents.
  • Opened, sorted and routed incoming mail and prepared outgoing mail.

Education

High School Diploma -

Carolina Christian
Charlotte, NC
05.1989

Skills

  • Shipping and receiving understanding
  • System implementation
  • Microsoft Office expertise
  • Inbound and Outbound Calling
  • Courteous demeanor
  • [Industry] regulations knowledge
  • Credit card payment processing
  • Sales expertise
  • Customer relations
  • Adaptive team player
  • High-energy attitude
  • Call Center Operations
  • Problem-solving abilities

Timeline

New Customer Specialist

Rollins
01.2007 - Current

Office Assistant

DHL
05.1994 - 12.2006

High School Diploma -

Carolina Christian

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Melissa Young