MELLISSA BROWN
SAINT CLOUD,FL
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Emotional Support and working in 24/7 uptime environment.
Overview
25
25
years of professional experience
Work History
Emotional Support Specialist
Children's Home Network
Orlando, FL
06.2019 - 06.2023
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Hand hold through the child welfare system
- Explain and find community resources for the needs of both the child and the caregiver
- Supply information about the school system, partner agencies, and various sponsors that can support the caregiver
- Support the caregiver through the emotional roller coaster of taking children that are not biologically theirs and all of the life changing experiences
Area Manager
Jacent Strategic Merchandising
Orlando, FL
04.2012 - 09.2019
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Resolved conflicts promptly to promote positive environment for customers.
- Directed workforce planning, customer retention and customer service management for multiple locations.
- Exceeded sales forecast figures by 100% regularly through superior customer care.
Human Resources Generalist
Wright's Excavating
St. Cloud, FL
04.2006 - 02.2012
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
- Met with staff to resolve difficult situations related to performance and conflict management.
- Implemented and supervised orientation procedures for new hires.
- Understood, interpreted and mediated human resources inquiries to support administration of human resources policies, procedures and programs.
Customer Service Representative
Public Bank
St. Cloud, FL
09.1998 - 04.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked with IRS to report tax payments
- Regulated Federal guidelines for safety deposit boxes
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Bachelor of Science - Healthcare Administration And Management
University of Phoenix
Orlando, FL09.2015
Skills
- Diversified
- Empathetic
- Resourceful
- Detail Oriented
- Self Motivator
Timeline
Emotional Support Specialist
Children's Home Network
06.2019 - 06.2023
Area Manager
Jacent Strategic Merchandising
04.2012 - 09.2019
Human Resources Generalist
Wright's Excavating
04.2006 - 02.2012
Customer Service Representative
Public Bank
09.1998 - 04.2006
Bachelor of Science - Healthcare Administration And Management
University of Phoenix