Melissa K. Frye
Dayton,OH
Summary
Successful Customer Service Representative 3 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Customer Care Specialist/ Seasonal Supervisor
LBrands
10.2020 - Current
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Applied best practices in customer service, sales and employee. management to exceed organizational goals.
- Managed on average over 60+ calls per day.
- Exceeded performance and sales expectations.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Identified customer issues with products or services, investigated causes, and initiated resolutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Supervised and assisted in training new seasonal employees and mentoring them for two holiday seasons.
- Assessed and offered solutions to improve procedures and customer experiences.
Entree Chef
L Brands
10.2015 - 10.2020
- Responsible for general cooking duties in preparing food items for designated stations (Grill, Deli, Salad, Entree)
- Maintained Sanitation and food safety practices for designated area and overall facility.
- Responsible for inventory and ordering from five different vendors for food and beverages.
- Followed restaurant stock management schedule to monitor product freshness and rotate out old products.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation, to increase performance.
- Engaged with customers, offering menu information, providing suggestions and showing genuine appreciation for business.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Catering Coordinator
DiBella’s Submarines
01.2013 - 10.2015
- Implemented marketing strategies for new store location to develop and grow customer base.
- Analyzed catering orders and liaised with staff to set up equipment, supplies and menus to meet client expectations.
- Was responsible for 17% increase of store catering sales year over year.
- Daily interaction with clients in taking orders for groups from 10 to 200, assembled, delivered and set-up orders on customer site.
- Highly rated customer satisfaction based upon high referral rate from current customers which generated new sales.
Line Cook
Jay’s Seafood Restaurant
05.2010 - 03.2013
- Created identical dishes numerous times daily with consistent care, attention to detail and quality.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
Administrative Support
TecVentures Inc
01.2005 - 04.2010
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
Line Cook
Madison’s Bistro and Truffles Catering
08.2009 - 01.2010
Pantry Chef
McCormick & Schmicks Seafood Restaurant
08.2007 - 08.2009
Pantry Chef
Yankee Trace Golf Club
06.2007 - 08.2007
Prep and Cashier
Potbelly Sandwich Works
10.2006 - 06.2007
Crew Leader
Cold Stone Creamery
06.2006 - 09.2006
Cook and Cashier
Marion's Piazza
06.2005 - 11.2005
Education
Culinary Arts
Sinclair Community College
Dayton2011
Culinary Arts
University of Cincinnati And CSTCC/ Midwest Culinary Institute
Cincinnati, OH2007
Archbishop Alter High School
Kettering, OH05.2006
Skills
- Contact Management Systems
- Performance Improvement
- Data Tracking
- Creative Thinking
- Quality Assurance Policies
- Sales Proficiency
- Staff Mentoring
- Call Center Processes
- Compensation Negotiations
- Customer Care
- Technical Support and Assistance
- Best Practices Management
- Microsoft Office, Excel, Word, PowerPoint
- SERV Safe Certified
- Works well with others in teamwork-based environment
Timeline
Customer Care Specialist/ Seasonal Supervisor
LBrands
10.2020 - Current
Entree Chef
L Brands
10.2015 - 10.2020
Catering Coordinator
DiBella’s Submarines
01.2013 - 10.2015
Line Cook
Jay’s Seafood Restaurant
05.2010 - 03.2013
Line Cook
Madison’s Bistro and Truffles Catering
08.2009 - 01.2010
Pantry Chef
McCormick & Schmicks Seafood Restaurant
08.2007 - 08.2009
Pantry Chef
Yankee Trace Golf Club
06.2007 - 08.2007
Prep and Cashier
Potbelly Sandwich Works
10.2006 - 06.2007
Crew Leader
Cold Stone Creamery
06.2006 - 09.2006
Cook and Cashier
Marion's Piazza
06.2005 - 11.2005
Administrative Support
TecVentures Inc
01.2005 - 04.2010
Culinary Arts
Sinclair Community College
Culinary Arts
University of Cincinnati And CSTCC/ Midwest Culinary Institute
Archbishop Alter High School