Mellisa Smith
Fresno,CA
Summary
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate systems. Effective at operating within different regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
8
8
years of professional experience
Work History
Problem Solver Fat 1
Amazon
Fresno , CA
04.2019 - Current
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided back up for customer service managers.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and backed up other customer service managers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Mentor ( Internship)
Focus Forward
Fresno, CA
06.2021 - 06.2022
- Assisted youth with homework assignments, sports and fitness, art and literacy.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Maintained strict confidentiality in all situations unless abuse, neglect or threats identified.
- Planned, developed and implemented strategies to convey information with key decision makers.
Social Worker 1
Promesa behavial health
Fresno , CA
02.2016 - 04.2019
- Interviewed clients, families or groups to assess situations, limitations and issues and implement services to address needs.
- Maintained regular contact with clients by calling and visiting clients' homes.
- Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment.
- Advocated for client rights and sought solutions by tracking and monitoring legislation and arranging and attending meetings with congressional lawmakers and staff.
- Testified under oath as child advocate in family court to assist with child custody decisions.
- Helped clients develop new coping mechanisms and techniques to drive behavior modification.
Education
Bachelor of Science - Social Work
California State University of Fresno
Fresno 06.2022
Associate of Science - City Care
Fresno City College
Fresno, CA06.2011
Associate of Arts - Social Work
Fresno City College
Fresno, CA05.2011
Skills
- Works well with others
- Call Documentation
- Knowledge Base
- Oracle PeopleSoft
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Safety Codes
- Microsoft Office
- Microsoft Excel
- Team Goals
- Time Management
- Strategic Problem-Solving
Timeline
Mentor ( Internship)
Focus Forward
06.2021 - 06.2022
Problem Solver Fat 1
Amazon
04.2019 - Current
Social Worker 1
Promesa behavial health
02.2016 - 04.2019
Bachelor of Science - Social Work
California State University of Fresno
Associate of Science - City Care
Fresno City College
Associate of Arts - Social Work
Fresno City College