Melissa Zamora-Chapa
San Antonio
Summary
Results-driven Operations & Customer Experience Specialist with 7+ years of experience in high-volume environments spanning data entry, claims-style case resolution, customer support, and team leadership. Proven ability to manage 60–130+ daily transactions/interactions with exceptional accuracy, compliance, and efficiency.
Recognized for improving workflows, reducing errors, and enhancing customer satisfaction through data-driven decision-making, CRM expertise, and process optimization. Adept at handling escalations, training teams, and delivering consistent performance in fast-paced, metrics-driven environments.
Overview
11
11
years of professional experience
Work History
Data Entry
The Fountain Group
San Antonio, TX
03.2025 - 12.2025
- Processed high-volume data entries with 98–100% accuracy, ensuring integrity across internal systems
- Managed and resolved delivery cases, proactively communicating with drivers via chat, email, and SMS platforms (Gladly)
- Analyzed operational data to identify trends and root causes, contributing to improved workflow efficiency
- Led real-time issue resolution for time-sensitive delivery operations, maintaining strict SLA performance
- Collaborated cross-functionally to streamline processes and reduce recurring errors
- Developed subject-matter expertise in systems, tools, and product workflows
Customer Support Specialist
GlowTouch
San Antonio, TX
08.2023 - 01.2025
- Delivered multi-channel support (chat, email, phone) handling 60–70+ daily interactions
- Troubleshot technical and account-related issues, improving customer satisfaction and resolution time
- Documented all customer interactions in CRM systems, ensuring accuracy and compliance
- Exceeded KPIs for first-contact resolution, quality assurance, and customer satisfaction scores
- Contributed to process improvements and knowledge base updates for team efficiency
Customer Service Representative / Trainer
Citi Bank
San Antonio, TX
05.2022 - 07.2023
- Handled sensitive financial accounts while maintaining strict PCI and compliance standards
- Logged detailed case notes and customer interactions in Salesforce CRM
- Assisted in onboarding and training new hires on systems, workflows, and customer handling
- Improved team consistency by documenting procedures and best practices
- Supported billing inquiries, payment solutions, and account resolutions
Business Sales Representative
Spectrum
San Antonio, TX
03.2021 - 12.2021
- Managed 100–130+ daily outbound/inbound calls focused on account resolution and service upgrades
- Used consultative sales techniques to match services with business needs
- Maintained compliance with collections regulations while negotiating payment solutions
- Acted as escalation support for complex customer issues
- Led team coaching sessions to improve performance and conversion rates
Collections Agent / Supervisor
Conns Home Plus
San Antonio, TX
02.2018 - 02.2021
- Managed high-volume inbound calls (80–120 daily) resolving account disputes and payment issues
- Supervised team performance, providing coaching, feedback, and performance tracking
- Conducted 1:1 training sessions and team meetings to improve KPIs and morale
- Documented cases accurately while ensuring compliance with financial regulations
- De-escalated complex customer situations using empathy and problem-solving strategies
Customer Service Representative
Harland Clarke
San Antonio, TX
03.2015 - 11.2015
- Handled 40–90 daily calls assisting customers with orders, account verification, and support
- Maintained strict confidentiality handling sensitive personal and financial data
- Educated customers on fraud prevention and account security best practices
- Delivered high-quality service while maintaining efficiency and accuracy
- Assist clients via phone to order checks while handling client private banking information
Education
High School Diploma -
Winston Churchill
San Antonio, TXReal Estate Diploma -
Champions School of Real Estate
San Antonio, TXSkills
- Data Entry & Data Integrity (High-Volume Processing)
- Claims Support & Case Documentation
- Customer Service (Phone, Chat, Email)
- CRM Systems: Salesforce, Zendesk, Gladly
- Escalation Handling & Dispute Resolution
- Process Improvement & Workflow Optimization
- Team Leadership & Training Support
- Quality Assurance & Compliance (PCI / SLA)
- Microsoft Excel (Tracking, Reporting, Data Accuracy)
- Multitasking in Fast-Paced Environments
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Data Entry
The Fountain Group
03.2025 - 12.2025
Customer Support Specialist
GlowTouch
08.2023 - 01.2025
Customer Service Representative / 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
Customer Service Representative
Harland Clarke
03.2015 - 11.2015
High School Diploma -
Winston Churchill
Real Estate Diploma -
Champions School of Real Estate