Professional summary

Customer Service Representative with over 19 years of experience,

demonstrating a proven track record in customer satisfaction and issue resolution. Skilled in leveraging Microsoft Office, Technical Support, and E- commerce to enhance service delivery. Adept at using organizational skills to manage a high volume of customer requests efficiently, aiming to advance in customer service excellence and leadership roles.

Employment history

Eaton Tier 1 Customer Service Representative Syracuse, NY Jun 2023 - Present

• Managed customer orders and inquiries through phone, email, and database systems

•Coordinated with departments to ensure timely delivery and resolve shipment issues

•Processed returns, credits, and replacement orders efficiently

• Provided product information and technical support to customers• Cross- referenced products and suggested add-ons to increase sales

• Escalated issues for prompt resolution and investigation• Collaborated with various departments for credit processing and materials authorization Leverage excellent problem-solving skills to proactively address customer inquiries and provide innovative solutions to enhance customer satisfaction and loyalty.

Skills

Customer Service (Expert)

CRM (Expert)

Managing Day-to-Day

Operations

Problem Resolution (Expert)

Sales (Experienced)

Appointment Setting (Expert)

SMS Support (Expert)

Dispatching (Expert)

SAP (Experienced)

Live Chat

Customer Support (Expert)

E-commerce

Technical Support

English

Accounting

Logistics (Experienced)

ServiceNow (Experienced)

Citrix

Help Desk

OEM (Experienced)

Salesforce CRM (Experienced)

Languages

English

Melanie Cahalan

Customer Service Representative

Syracuse, NY 13206

+1-315-***-****

ad5awq@r.postjobfree.com

Employment history

Peakresult LLC Customer Service Representative Syracuse, NY Sep 2022 - Apr 2023

• Primary Inbound & Outbound Appointment-Setting

• Qualify, Set, and issued Appointments to set your sales team up for a one-call-close.

• SMS Support Service. Handle Customer Inquiries Professionally via phone or SMS Correspondence

• Qualify, Set, and Confirm Appointments together with your in-house ISC to help reach your KPIs and fill the calendar for your sales

• Working your old database of leads that have been exhausted, neglected, or forgotten as new leads take priority.

• Currently I have the highest number of issued appointments with close to a 50% percent of my issued appointments are sales. I have experience in sales working with CRM, Lead perfection, Salesforce just to name a few.

• Booked appointments for clients

• Resolved customer issues

• Managed customer accounts

• Responded to inquiries and issues

• Collected and documented orders

• Answered calls from clients

Identify opportunities to upsell and cross-sell products or services to existing customers, increasing revenue and customer satisfaction for Peakresult LLC.

XBS- A XEROX COMPANY Remote Technical Service Dispatcher III Syracuse, NY Oct 2019 - Aug 2022

• Scheduled service calls and dispatched technicians efficiently.

• Mapped out optimized routes for technicians to maximize productivity. Update calls and monitor the queue, send messages to techs and move calls. Order parts for service calls and to ship to customers. Close out and Complete jobs and generate invoices. Follow up on service contracts and billing.

Compassionate psychiatric care Office Administrative Manager Camillus, NY Apr 2019 - Oct 2019

• I manage the office and supervise the front office staff. I am in charge of handling the contracts and enrollment with insurance companies. I process all of the billing, patient billing and insurance claims. I obtain prior authorizations for patients to be seen. I work along side the insurance companies to get claims processed and paid. I handle payroll, and all accounts payable and receivables. I am back up to help with scheduling and any other assignments when needed.

Corso's Cookies Production Worker Syracuse, NY Mar 2019 - Apr 2019

Worked the production line. Also cleanup and any other required tasks. Employment history

National Grid Customer service representative 2 Syracuse, NY May 2012 - Nov 2015

• Handled customer incoming calls for service connects and disconnects, meter corrections, and billing errors• Scheduled field orders for power outages, meter changes, and readings• Trained and developed new employees at National Grid in Syracuse, NY• Worked in the accounts processing department within the Power Electric & Gas market

Provide personalized support to customers experiencing power outages, ensuring efficient and timely resolution to minimize any disruptions in service and enhance customer satisfaction in the Power Electric & Gas market. Stanley Steemer Dispatcher/Office Support Staff Syracuse, NY Apr 2005 - Mar 2011

Answer all incoming calls, as well as made all outgoing calls. I scheduled, rescheduled, and cancelled appointments.

I offered our services, as well as try to upsell a customer on current products and services. I also received all calls that were related to insurance claims, and emergency services. I was responsible for dispatching crews to each job throughout the day. I updated all Dailey paperwork, and invoices. My job required handling all incoming money cash, checks, and credit cards as well as deposits, and settling credit card batches. I was in charge of all accounts, accounts payable, and receivable. As well as sending out invoice statements two times a month. Implemented new communication protocols to ensure efficient coordination between dispatchers and field crews, resulting in quicker response times and improved customer satisfaction

.• Developed and maintained positive relationships with customers to ensure satisfaction and loyalty, leading to repeat business and referrals.

Education

High School diploma Henninger High School Syracuse Sep 1991 - Jun 1995

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