Melody Goodall
Houston,TX
Summary
Customer service representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
C.T. Bauer College of Business
09.2022 - Current
- Maintain forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answer inbound and outbound 90+ daily customer telephone calls promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Customer Service Representative
Ford Motor Company
05.2019 - 08.2022
- Handled escalated customer complaints effectively by provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Answered telephone calls, emails and transferred calls to appropriate colleagues.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Customer Service Associate
Harris County
08.2017 - 04.2019
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Helped 30+ customers every day with positive attitude and focus on customer satisfaction.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Education
Bachelor of Science -
Fortis College - Phoenix
Phoenix, AZHigh School Diploma -
Pearland High School
Pearland, TX2012
Skills
- Multitasking Abilities
- Technical Troubleshooting
- Patience Maintenance
- Microsoft Office Suite
- Professional telephone demeanor
- Data Entry
- Customer Satisfaction, Customer Support
- Call Center Customer Service
- Service Recommendations
- Written and oral communication
Certification
- MCAS - Microsoft Certified Application Specialist - 2022
- Real World Coding in HTML and CSS, Udemy - 2022
- Adobe Certified Expert - 2021
Timeline
Customer Service Representative
C.T. Bauer College of Business
09.2022 - Current
Customer Service Representative
Ford Motor Company
05.2019 - 08.2022
Customer Service Associate
Harris County
08.2017 - 04.2019
Bachelor of Science -
Fortis College - Phoenix
High School Diploma -
Pearland High School