Melya Romera
Clermont,FL
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in sales, services and consumer trends. Dependable goal-oriented committed to holding highest ethical standards and maintaining customer trust.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
FIS Global
Jacksonville, FL
10.2023 - Current
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone.
- Answered customer inquiries and provided accurate information regarding products and services.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated system with order specifics and customer details, preferences, and billing information.
- Conducted regular follow-up calls with customers after resolving their issues.
Customer Service Representative
Concentrix
Clermont, Florida
03.2021 - 04.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Maintained strong call control and quickly worked through scripts to address problems
- Navigated through computer systems to review information and respond appropriately to callers
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
Marketing Specialist
Auspiciouss
Orlando, Florida
02.2020 - 04.2021
- Researched and presented new industry marketing trends used by team to reach B2B marketing objectives
- Conducted Zoom and in-person interviews of candidates
- Created and provided marketing material to meet business needs
- Worked closely with senior management to implement strategic communications plans and marketing initiatives
- Utilized full range of marketing tactics and tools to drive lead conversion and quality across multiple channels
- Measured and reported campaign metrics to devise improvement strategy
- Interfaced cross-functionally to drive consistency in branding and image
- Presented competitive analysis and industry trends to drive decision-making
- Implemented initiatives to increase brand awareness and engagement with target audience
Bartender, Server and Trainer
Winghouse Bar & Grill
Orlando, FL
12.2019 - 01.2021
- Delivered prompt, accurate service while simultaneously assisting bartenders on an as-needed basis
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Relayed customer feedback to cross-functional teams to improve products and services
- Led team engagement to assist cross-functional departments and achieve goals
- Rolled out operational improvements and solutions to deliver top-notch customer service
Server
Sonnys BBQ
Clermont, Florida
07.2017 - 12.2019
- Ensured guests had a memorable and positive experience through the delivery of prompt, accurate & personable service
- Retained a customer satisfaction rate 63% over target while providing exceptional service to a high volume of customers
- Operated POS terminals to input orders, split bills and calculate totals
- Managed the close-out process, and distributed currency on a daily basis to front and back-of-house service staff
- Organized and coordinated the companies larger booking events while ensuring the entire process runs smoothly, not only for our clients but staff as well
Education
High School -
South Lake High School
Groveland, FL05.2019
Business Management -
Lake-Sumter State College
Clermont, Florida04.2019
Skills
- Time Management
- Proficient in Microsoft
- Proficient in Excel
- Report Generation
- Customer Order Management
- Market Analysis
- Client Needs Assessment
- Campaign Tracking
- Customer Relationship Management (CRM)
- Scheduling
- Telephone Etiquette
- Proficient in Adobe
- Product knowledge
Certification
- Microsoft Office Specialist: Microsoft Excel Expert
- Google Workspace Certification
Timeline
Customer Service Representative
FIS Global
10.2023 - Current
Customer Service Representative
Concentrix
03.2021 - 04.2023
Marketing Specialist
Auspiciouss
02.2020 - 04.2021
Bartender, Server and Trainer
Winghouse Bar & Grill
12.2019 - 01.2021
Server
Sonnys BBQ
07.2017 - 12.2019
High School -
South Lake High School
Business Management -
Lake-Sumter State College
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