Melissa Burton
Nineveh,IN
Summary
I have been with the Postal Service for 11 years and have worked my way up from the bottom. My strengths are in retail, sales and customer service. My primary objective is to support the functioning of daily business operations by managing staff, coordinating operations, and ensuring excellent customer service. I aim to create a positive and productive work environment by communicating with team members, setting clear goals and monitoring performance. I am seeking a change in career paths that will better align with my professional interests and provide a greater work-life balance.
Overview
21
21
years of professional experience
Work History
Supervisor of Customer Service
USPS
07.2022 - Current
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
- Monitored front areas so that questions could be promptly addressed.
Sales, Service & Distribution Associate
USPS
12.2012 - 07.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Front Office Manager
Abbey Management, Inc.
07.2007 - 01.2013
- Responsibilities: overseeing daily operations, managing staff, ensuring compliance with banking regulations, and providing exceptional customer service
- Also responsible for analyzing financial data, identifying trends, and developing strategies to improve the bank's performance.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Coached employees through day-to-day work and complex problems.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Event Coordinator
Abbey Management, Inc.
03.2010 - 01.2013
- Coordinated schedules and timelines for events.
- Managed event logistics and operations.
- Brainstormed and implemented creative event concepts and themes.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Consulted with customers to determine objectives and requirements for events.
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
- Inspected event facilities to confirm conformance to customer requirements.
- Coordinated florists, photographers, and musicians for events.
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues.
Independent Sales Consultant
Mary Kay
Nashville, IN
03.2005 - 03.2007
- Placed cold calls to potential customers and follow-up calls to current and past clientele, cultivating long-term relationships to generate referral and repeat business.
- Conveyed love of products sold and devotion to company, customers and brand in sales presentations to establish credibility and make personal connections with clients.
- Contributed to sales meetings and presented trends and market insights to sales team leaders and members to encourage implementation of successful techniques and propel team forwards.
- Developed specific schedule of prospecting and account management tasks to perform daily, weekly and monthly to meet or exceed sales goals with little company supervision.
- Consulted with customers to assess requirements, offer product recommendations and resolve technical issues after sales.
- Employed variety of sales practices to accommodate each customer's individual needs and overcome objections.
- Educated customers by providing hands-on Product demonstrations and explaining benefits and advantages of using Product.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
Education
Pursuing Associate’s in Business Management with Finance focus -
Eastern Gateway Community College (online)
Steubenville, OHStudied Accounting & Business Administration -
Franklin University (online)
Columbus, OHUndergraduate Studies -
Purdue University
West Lafayette, INSkills
- Customer Service
- Retail Sales
- Scheduling
- Communication
- Problem-solving
- Leadership
- Issue Resolution
- Team Development
- Decision-Making
- Report Generation
- Continuous Improvement
- Records Management
- Policy Enforcement
- Workflow Management
- Work Prioritization
- Time Management
- Research and Due Diligence
- Employee Scheduling
- Customer Relations
- MS Office
- Payroll Administration
- Office Management
- Data Entry
- Data Retrieval Systems
- Event Coordination
Roles And Responsibilities
Overseeing daily operations, managing staff, ensuring compliance with policies and regulations, and providing exceptional customer service. Also responsible for analyzing financial data, identifying trends, and developing strategies to improve performance.
References
Available upon request.
Timeline
Supervisor of Customer Service
USPS
07.2022 - Current
Sales, Service & Distribution Associate
USPS
12.2012 - 07.2022
Event Coordinator
Abbey Management, Inc.
03.2010 - 01.2013
Front Office Manager
Abbey Management, Inc.
07.2007 - 01.2013
Independent Sales Consultant
Mary Kay
03.2005 - 03.2007
Pursuing Associate’s in Business Management with Finance focus -
Eastern Gateway Community College (online)
Studied Accounting & Business Administration -
Franklin University (online)
Undergraduate Studies -
Purdue University