MELISSA ZAMORA
San Antonio,TX
Summary
Dedicated problem-solver with a strong leadership background, focused on streamlining operations to drive cost reductions and enhance organizational efficiency. Utilizes independent decision-making skills and sound judgment to make a positive impact on company success. Offers proficiency in data entry, complemented by strong mathematical and analytical thinking abilities. Known for exceptional customer service skills and the ability to work effectively as part of a team. A fast learner committed to continuous, self-directed learning. Driven to succeed and achieve excellence in all aspects of life.
Overview
10
10
years of professional experience
Work History
Customer Service
Glowtouch
08.2023 - 01.2025
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers
- Trouble shooting and resolving technical issues, ensuring the efficient operation of desktop systems and delivering excellent customer service an average of 60-70 interactions daily
- Documented customer service policies, scripts and procedures in CRM
- Exceeded all call quality standards and daily quotas for first-call resolution and PCI standards
- Helped streamline repair processes and update procedures for support action consistency
- Developed a deep understanding of customer service principles and customer service best practices
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
- Used ticketing systems to manage and process support actions and requests
- Configured and tested new software and hardware
- Monitored system performance to identify potential issues
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Accurate recording of all relevant information in Salesforce including key discussion points, decisions made, next steps, and any important details about the prospect's needs and challenges
- Build rapport on Salesforce regarding customers billing arrangements, extensions and settlements
- Salesforce tools like call logging, activity creation, and opportunity updates to effectively manage the sales process within the platform
- Zendesk usage for replying directly to daycare directors to help navigate through their webpage for their program, troubleshoot, and update license numbers or badges of accomplishments, degrees.
Customer Service/ Trainer
Citi Bank
05.2022 - 07.2023
- Handling 80-120 inbound calls daily for their Home Depot credit card line, while multitasking several windows
- Using active listening to understand customers questions or concerns fully
- Maintain a professional tone and using positive language to communicate with customers
- Quickly accessing and review customer account details for effective resolution
- Provide clear explanations of account terms for programs and settlements to bring the customer back to a current status
- Process any necessary changes or updates on the spot
- Document disputes accurately and follow up as needed
- Conduct training sessions to share best practices and address common challenges with other employees within the department
- Host one on one zoom meetings weekly to identify areas for improvement and provide feedback
- Monitor progress towards quotas and celebrate milestones
- Encourage teamwork and peer support to reach collective objectives
- Schedule monthly or quarterly training to update skills and product knowledge
- Equip team members with up-to-date tools and resources for better performance
- Salesforce usage for phone calls with credit cards
- Salesforce usage to assist credit card members with payment processing, settlements and extensions to bring their account to a current status
- Accurate recording of all relevant information in Salesforce including key discussion points, decisions made, next steps and any important details about the members needs and challenges
- Salesforce tools like call logging, activity creation and opportunity updates to effectively manage the sales process
Business Sales Representative
Spectrum
03.2021 - 12.2021
- Daily outreach to 50-80 businesses for service upgrades, as well as multitasking with communication and coordination
- Develop a targeted list of businesses for service upgrades
- Prepare a script or outline to effectively communicate the benefits of upgrading services
- Schedule calls during optimal times to ensure higher engagement rates
- Utilize tools like calendars and task managers to prioritize callbacks and follow-ups
- Keep detailed notes on each interaction for easy reference
- Clearly articulate the features and benefits of available services during calls
- Use active listening to gauge customer needs and tailor responses to their specific business needs
- Provide follow-up information in a clear and concise manner via phone
- Offer solutions that align with the business's goals and challenges
- Clearly outline what the upgrade process will involve, including timelines and required commitments
- Provide a detailed breakdown of the services offered to ensure customers have a solid understanding of what to expect
- Address any concerns or questions the customer may have to build rapport and trust
Collections Agent/ Supervisor
Conns Home Plus
02.2018 - 02.2021
- Efficiently manage 100-130 collections calls daily from accounts that are 90+ days past due or in pre-charge-off stages
- Use effective communication techniques to engage customers quickly and respectfully for a solution to get out of debt
- Focus on maintaining compliance with all regulations governing collections practices
- Serve as a point of escalation for team members to help resolve complex customer issues
- Employ active listening and empathy to understand customer concerns and de-escalate tense situations
- Offer tailored solutions such as discounted programs or settlements that consider the customer's financial situation and ability to pay
- Lead team and one on one meetings by setting clear expectations and performance goals
- Monitor team metrics and provide regular feedback to help team members improve their performance and reach their goals for bonuses
- Ensure a supportive environment where team members feel comfortable sharing challenges and solutions
- Review call recordings together as a team to identify strengths and areas for improvement
- Discuss strategies that can help refine techniques and boost overall team performance and individual monthly quotas
- Celebrate team or individual achievements and milestones to motivate the team and promote a culture of success
- Provide team with resources to manage the emotional challenges that come with collections work, promoting overall well-being
Cashier
Burlington Stores
07.2016 - 01.2017
- Provide friendly and informative service to all customers, ensuring a positive shopping experience
- Address customer inquiries and concerns promptly and professionally
- Recognize and respond to customer needs, demonstrating a commitment to exceptional service
- Accurately handle transactions, including cash, credit/debit card, and checks
- Ensure the checkout area is organized and efficient, reducing wait times for customers
- Manage returns and exchanges according to company policies while providing appropriate support to customers and confirmation with receipts
- Collaborate with local organizations or community groups to facilitate partnerships or support initiatives
- Promote any fundraising efforts or events in which your organization is involved
- Communicate the value of these partnerships to customers, encouraging their participation
Customer Service
Harland Clarke
03.2015 - 11.2015
- Respond promptly to 40-90 incoming calls, ensuring minimal wait times to enhance customer satisfaction
- Guide customers through the process of ordering new checks, providing clear instructions and options available
- Verify customer identity and personal information, ensuring accuracy while handling sensitive data
- Provide customers with information about shipping methods, timelines, and costs
- Track check orders and update customers proactively about their order status or delays
- Handle customers' personal information, such as addresses and social security numbers, with diligence and in compliance with privacy regulations
- Assure customers that their information is secure while explaining how it will be used during the order process
- Offer tips on how to securely store and use checks to prevent fraud or unauthorized access
- If there are delays or issues with orders, inform customers proactively to maintain trust and transparency
- Educate customers on common check fraud techniques, such as phishing scams, to raise awareness and promote caution
- Encourage customers to regularly monitor their bank statements and transactions for any unauthorized use
Education
High School Diploma -
Winston Churchill High School
12.2014
Skills
- Supervisor
- Shipment Tracking
- Team Collaboration
- Complaint Handling
- Teamwork
- Problem Solving
- Time Management
- Multitasking
- Inbound/Outbound Calling
- Troubleshooting
- Microsoft Programs
- Excel
- Outlook
- Typing
- Software Testing
- Help Desk
- Accounting
- Money Management
- Zendesk 2 years
- Salesforce 2 years
- CSP
- Collections Agent
- Sales Agent
- Customer Service
- Trainer
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service
Glowtouch
08.2023 - 01.2025
Customer Service/ Trainer
Citi Bank
05.2022 - 07.2023
Business Sales Representative
Spectrum
03.2021 - 12.2021
Collections Agent/ Supervisor
Conns Home Plus
02.2018 - 02.2021
Cashier
Burlington Stores
07.2016 - 01.2017
Customer Service
Harland Clarke
03.2015 - 11.2015
High School Diploma -
Winston Churchill High School
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