Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melody Johnson

Dallas,TX

Summary

Multifaceted Customer Service Representative with 10+ years of experience writing, editing and researching broad range of content. Knowledgeable in online content design, project coordination and configuration management. Recognized for mentoring staff in best practices of writing, grammar and style.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Genpact
04.2023 - 11.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Content Moderator

Genpact
03.2020 - 04.2023
  • Suggested improvements to content to enhance quality and accuracy
  • Used content management system to analyze user engagement and website traffic metrics
  • Conducted regular content audits to identify gaps and redundancies of content
  • Wrote and created content for various topics and mediums
  • Generated and maintained style guides to encourage consistent quality of content
  • Utilized analytics and site metrics to determine areas of improvement
  • Conducted regular content audits to identify gaps and redundancies of content

Customer Service Specialist

Peloton
10.2018 - 02.2020
  • Maintained and managed customer files and databases
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Utilized customer service software to manage interactions and track customer satisfaction
  • Responded to customer requests for products, services, and company information
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders
  • Updated account information to maintain customer records
  • Answered constant flow of customer calls with minimal wait times
  • Reinforced established quality control standards and followed procedures for optimal customer interactions

Customer Service Representative

T Mobile
06.2017 - 08.2018
  • Increased efficiency and team productivity by promoting operational best practices
  • Sought ways to improve processes and services provided
  • Cross-trained and provided backup support for organizational leadership
  • Met customer call guidelines for service levels, handle time and productivity
  • Enhanced productivity levels by anticipating needs and delivering outstanding support
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Investigated and resolved customer inquiries and complaints quickly
  • Processed customer service orders promptly to increase customer satisfaction

Member Service Representative

One Exchange
05.2016 - 02.2017
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.

Education

High School Diploma - undefined

Bryan Adams High School
Dallas, TX
06.2008

Skills

  • Understanding of Content
  • Empathy
  • Adaptability
  • Ability to Use Positive Language
  • Clear Communication Skills
  • Self-Control
  • Taking Responsibility
  • Patience
  • Active listening
  • Critical thinking
  • Customer service
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Follow-up skills
  • Product knowledge
  • Paperwork processing
  • Call management
  • Order processing
  • Team development
  • Data collection
  • Customer relationship management (CRM)
  • Prioritization
  • Staff training
  • De-escalation techniques
  • Building rapport
  • Technical support
  • Quality control
  • Live chat support
  • Dispute resolution
  • Customer education
  • Product sales
  • Product and service solutions
  • Multi-line phone talent
  • Coordination
  • Sales expertise
  • Assertiveness
  • Order fulfillment
  • Account updating
  • Account management
  • Reading comprehension
  • Conflict mediation
  • Proofreading
  • Quality assurance controls
  • Escalation management

Timeline

Customer Service Representative

Genpact
04.2023 - 11.2024

Content Moderator

Genpact
03.2020 - 04.2023

Customer Service Specialist

Peloton
10.2018 - 02.2020

Customer Service Representative

T Mobile
06.2017 - 08.2018

Member Service Representative

One Exchange
05.2016 - 02.2017

High School Diploma - undefined

Bryan Adams High School

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