Melissa Zamora-Chapa
San Antonio,TX
Summary
Customer Experience and Operations Specialist with 7+ years of experience supporting customers, resolving complex issues, and managing high-volume workflows in fast-paced environments. Known for strong communication, attention to detail, and delivering accurate work under pressure. Experienced in customer support, data entry, claims-style documentation, escalations, CRM systems, and team training across phone, chat, and email channels. Passionate about improving processes, helping customers feel supported, and contributing to positive team performance.
Overview
11
11
years of professional experience
Work History
Data Entry & Operations Specialist
The Fountain Group
03.2025 - 12.2025
- Managed high-volume data entry and operational case updates while maintaining strong accuracy and organization.
- Resolved delivery and workflow issues through chat, email, and SMS communication platforms.
- Reviewed operational trends and helped identify opportunities to improve team efficiency and reduce recurring issues.
Customer Support Specialist
GlowTouch
08.2023 - 01.2025
- Provided customer support through phone, chat, and email while handling 60–70+ daily interactions.
- Troubleshot customer account and technical issues with empathy, professionalism, and urgency.
- Documented customer interactions accurately in CRM systems to maintain compliance and case visibility.
- Consistently met performance metrics related to quality assurance, response times, and customer satisfaction.
- Supported internal process improvements and team knowledge updates.
Customer Service Representative / Trainer
Citi Bank
05.2022 - 07.2023
- Handled sensitive financial account inquiries while maintaining strict compliance and confidentiality standards.
- Recorded detailed customer interactions and account updates within Salesforce CRM.
- Assisted with onboarding and training support for new team members.
- Helped improve team consistency by documenting workflows and sharing best practices.
- Supported billing inquiries, payment arrangements, and account resolutions.
Business Sales Representative
Spectrum
03.2021 - 12.2021
- Managed high-volume inbound and outbound customer interactions focused on account support and service upgrades.
- Used consultative communication skills to recommend services based on customer needs.
- Maintained accurate records while following company policies and compliance guidelines.
- Supported escalated customer concerns and helped resolve service-related issues.
Collections & Team Support Supervisor
Conn’s Home Plus
02.2018 - 02.2021
- Supervised daily team performance while coaching employees on customer interactions and productivity goals.
- Handled escalated customer concerns using strong problem-solving and de-escalation skills.
- Managed detailed account documentation while maintaining compliance standards.
- Conducted one-on-one coaching sessions and team meetings to improve morale and performance.
- Balanced customer service with collections resolution in a fast-paced environment.
Customer Service Representative
Harland Clarke
03.2015 - 11.2015
- Assisted customers with account support, order placement, and banking-related inquiries.
- Protected confidential customer information while maintaining accuracy and professionalism.
- Educated customers on account security and fraud prevention best practices.
- Delivered efficient customer support while managing a high daily call volume.
Education
High School Diploma -
Winston Churchill High School
San Antonio, TXReal Estate Diploma - undefined
Champions School of Real Estate
San Antonio, TXSkills
- Customer Support & Client Relations
- Data Entry & Records Management
- Claims & Case Documentation
- CRM Platforms (Salesforce, Zendesk, Gladly)
- Escalation Resolution
- Administrative Support
- Process Improvement
- Team Training & Coaching
- Microsoft Excel & Reporting
- Chat, Email & Phone Support
- Quality Assurance & Compliance
- High-Volume Case Management
- Billing & Account Resolution
- Workflow Coordination
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Data Entry & Operations Specialist
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 & Team Support Supervisor
Conn’s Home Plus
02.2018 - 02.2021
Customer Service Representative
Harland Clarke
03.2015 - 11.2015
Real Estate Diploma - undefined
Champions School of Real Estate
High School Diploma -
Winston Churchill High School