Summary
Overview
Work History
Education
Skills
Timeline
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Melody Collins

Guntersville,AL

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

13
13
years of professional experience

Work History

Senior Customer Service Representative

Verizon Wireless
Huntsville , AL
09.2007 - 11.2013
  • Monitored customer feedback surveys to identify areas of improvement.
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Analyzed customer data to identify opportunities for upselling services.
  • Coordinated with suppliers regarding delivery dates, product availability.
  • Responded promptly to inquiries from customers about products or services.
  • Followed up with customers after purchases to ensure satisfaction.
  • Resolved escalated customer complaints in a timely manner.
  • Tracked orders through shipping companies' websites until they reached their destination.
  • Managed incoming calls from customers while providing exceptional service.
  • Collaborated with other departments such as Sales, Marketing, and Technical Support.
  • Provided technical support to customers via phone, email and chat.
  • Provided product information and answered questions regarding features, pricing plans.

Customer Service Team Lead

Lowes Home Improvment
Guntersville, Alabama
04.2001 - 09.2007
  • Analyzed customer feedback data to identify areas of improvement.
  • Participated in recruitment activities such as interviewing potential candidates for open positions.
  • Identified trends in customer requests and developed solutions to address them proactively.
  • Assisted in resolving escalated customer complaints or issues in a timely manner.
  • Coordinated and supervised customer service team in order to ensure quality service delivery.
  • Managed daily operations of the team including scheduling shifts, assigning tasks.

Education

Associate of Applied Science - Paralegal

Wallace State Community College - Hanceville
Hanceville, AL
05-1998

High School Diploma -

Guntersville High School
Guntersville, AL
05-1995

Skills

  • Order Fulfillment
  • Complaint resolution
  • Returns and exchanges
  • Customer Support
  • De-Escalation Techniques
  • Documentation Review
  • Database Research
  • Call Control
  • Account Management
  • Payment Processing
  • Credit card processing

Timeline

Senior Customer Service Representative

Verizon Wireless
09.2007 - 11.2013

Customer Service Team Lead

Lowes Home Improvment
04.2001 - 09.2007

Associate of Applied Science - Paralegal

Wallace State Community College - Hanceville

High School Diploma -

Guntersville High School

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Melody Collins