SHAYRA MELENDEZ
Tampa,FL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution.
Overview
20
20
years of professional experience
Work History
Call Center Supervisor
Global Widet
02.2023 - Current
- Train team members on performance metrics and consumer behavior identification.
- Monitor call quality and provide individual constructive feedback to enhance performance and address areas in need of improvement.
- Collaborated with other departments for seamless coordination in addressing customer concerns.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Develop and implement quality assurance programs to improve customer service and increase customer satisfaction
Customer Service Representative
Global Widet
02.2021 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Proactively review, analyze, and resolve chargebacks in an accurate and timely manner.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts resulting in minimal escalations.
- Perform in-depth analysis and established processes for spotting and preventing fraud orders
Legal Secretary
Bay Area Legal
09.2013 - 12.2020
- Composed and revised legal documents; including letters, dispositions, and court filings
- Managed calendars and scheduled trails, conferences, and hearings
- Maintained strict confidentiality of sensitive information to protect client privacy and uphold professional ethics.
- Completed case research
- Reviewed and organized records
- Translated documents to adhere to client native and/or preferred tongue.
Program Coordinator
Family Justice Center
01.2009 - 09.2013
- Performed intake with clients to determine which services would best address their needs
- Ensured intake paperwork was correct and cared for appropriately before submitting into the database
- Planned and executed community outreach events in efforts to obtain donations and gain interaction.
- Prepared and maintained financial documents.
Customer Service Representative
Thompson Cigar Co
08.2004 - 01.2009
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exceeded customer retention goals.
Education
Associate of Arts -
Hillsborough Community College
2008
Skills
- Coaching and Mentoring
- Quality Assurance
- Call Monitoring
- Staff Motivation
Languages
Spanish
Professional Working
Timeline
Call Center Supervisor
Global Widet
02.2023 - Current
Customer Service Representative
Global Widet
02.2021 - 02.2023
Legal Secretary
Bay Area Legal
09.2013 - 12.2020
Program Coordinator
Family Justice Center
01.2009 - 09.2013
Customer Service Representative
Thompson Cigar Co
08.2004 - 01.2009
Associate of Arts -
Hillsborough Community College
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