Melissa "Misty" Whisner
Archdale, Nc
Summary
Dynamic customer service professional with a proven track record at American Express, excelling in problem resolution and team collaboration. Recognized for enhancing customer satisfaction through effective communication and efficient service delivery. Skilled in CRM systems and dedicated to continuous improvement, fostering a positive team environment while achieving operational excellence.
Overview
34
34
years of professional experience
Work History
Travel in Centurion
American Express
08.2021 - Current
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Book Travel for our Centurion customers.
Customer Care in Centurion
American Express
05.2019 - 08.2021
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
Customer Care Professional Platinum
American Express
04.2018 - 04.2019
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Utilized CRM systems to track interactions and streamline service processes.
- Trained new team members on best practices for customer engagement and support.
- Implemented feedback mechanisms to gather insights for continuous service improvement.
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
Team Leader
American Express
07.2001 - 04.2018
- Led team operations, ensuring adherence to safety protocols and quality standards.
- Developed training programs to enhance staff skills and improve productivity.
- Implemented process improvements, resulting in increased efficiency across workflows.
- Collaborated with cross-functional teams to achieve project objectives and meet deadlines.
- Analyzed performance metrics to identify trends and optimize team output.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Authentic Team
American Express
07.1997 - 07.2001
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
Temporary Team Leader
American Express
01.1997 - 07.1997
- Led cross-functional teams to enhance customer service delivery and operational efficiency.
- Developed training programs to mentor team members in compliance with company policies.
- Implemented process improvements that reduced resolution times for customer inquiries.
- Analyzed performance metrics to identify areas for operational enhancement and staff development.
- Fostered a collaborative team environment through regular feedback and recognition initiatives.
Payroll Clerk
American Express
01.1995 - 01.1997
- Processed payroll for over 200 employees, ensuring accurate and timely compensation.
- Utilized payroll software to manage employee data and generate reports.
- Resolved discrepancies in payroll calculations through detailed analysis and communication.
- Maintained compliance with federal and state regulations regarding payroll practices.
- Provided support during audits by preparing necessary documentation and records for review.
- Trained junior staff on payroll procedures and software usage, enhancing team performance and accuracy.
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
Customer Service Representative
American Express
10.1991 - 02.1995
- Assisted customers with inquiries, providing accurate information and solutions
- Resolved customer complaints promptly, ensuring satisfaction and retention
- Utilized CRM software to track interactions and manage customer accounts
- Collaborated with team members to enhance service delivery and efficiency
Education
High School Diploma -
Trinity High School
Trinity, Nc06-1985
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Excellent communication
- Computer skills
- Active listening
- Problem resolution
- Verbal communication
Timeline
Travel in Centurion
American Express
08.2021 - Current
Customer Care in Centurion
American Express
05.2019 - 08.2021
Customer Care Professional Platinum
American Express
04.2018 - 04.2019
Team Leader
American Express
07.2001 - 04.2018
Authentic Team
American Express
07.1997 - 07.2001
Temporary Team Leader
American Express
01.1997 - 07.1997
Payroll Clerk
American Express
01.1995 - 01.1997
Customer Service Representative
American Express
10.1991 - 02.1995
High School Diploma -
Trinity High School
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