Customer Service Sales

Melissa Harris

***** ******** ****** *****************@*****.*** Home: 951-***-****

Lake Elsinore, CA 92530

Dedicated Team Lead with 3+ years of experience in assisting and supporting managers in leading a team of

sales and service professionals to meet and exceed sales goals and customer delight targets

Respected builder and leader of customer focused teams ; instill a shared, enthusiastic commitment to

customer service as a key driver of company goal attainment. Lead by example and ensure the execution of

all safety, security, quality and store operations policies.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Interpersonal Skills Organized

Development of Associates Sales & Margin Improvement Growth & Development

Professional Experience

Bank of America Brea, Ca 07/07 to 06/10

Account Specialist, 07/09 to present

Specialize in collection on all delinquent relationships within the Bank of America Family. Dedication in offering

world class customer service to our customers by answering questions, “painting the picture” for future reference,

ensuring they were connected to the proper department, encouraging card usage and valuing them as a customer.

Discussed both long term and short time solutions for delinquency: including but not limited to: payment programs,

temporary apr reductions, gradual up to date repayments, modifications, extensions, settlements, etc. De

escalating calls by taking proper ownership of the call: speaking to other departments on the customer’s behalf,

taking the time to resolve customer’s concern, sending out gift cards for their concern, and other creative ways to

ensure the customer left the call feeling better, then when it started.

Customer Service and Solutions Team Lead, 01/08 to 07/09

Assist and support managers in leading a team of sales and service professionals to meet and exceed sales goals

and customer delight targets Maintain a Leader Success Rate of 65% for Core and Consumer Finance Mangers.

Responsible for daily implementation of Manager's directives which include development of associates into exceed

performers both in sales and customer delight. Coach teams on the proper execution of hoshin goals, while role

modeling the desired behaviors. In manager's absence, assume operational responsibility for Brea Call Center.

Routinely work with customers to uncover and satisfy their financial needs by knowing Bank of America

Capabilities while providing service that benefits the customer, shareholder and associate. Maintain the highest

level of customer service and demonstrate core values and exhibit Bank of America Spirit in all actions.

Ability to work in environment with little to no direct supervision, ensuring that monthly goals are exceeded in a

timely manner, as well as continue to motivate associates throughout the month to achieve goals. Provided training

both on the spot (quality, resolution, service) as well as long term (customer service, quality, policy and procedures,

regulations) and documented training for associates and upper management in timely manner.

Relationship Representative/ Apprentice, 07/07 01/08

Promoted to position to train, retain and supervise 9 teams with approximately 25+ customer service reps per

team. Foster an environment in which customers enjoy high levels of service and employees are motivated to

deliver top performance. Manage front end operations to ensure maintain the highest level of customer service and

ensure decisions benefits associates, shareholders, and customer.

Selected Contributions:

Won “Quarterly Award of Excellence” for achievement in driving record high sales increases, providing world class

customer service, and improving work moral.

Marinating a Leader Success Rate of 65% for Core and Consumer Finance Mangers

Elevated overall performance of Unit to Top 3 in nation

Responsible for daily implementation of Manager's directives which include development of associates into exceed

performers both in sales and customer delight. Coach teams on the proper execution of hoshin goals, while

role modeling the desired behaviors

Exemplified the second to none customer service delivery for which Bank of America is nationally renowned in all

interactions with customers.

County of Riverside Temecula, CA 03/07 07/07

Office Assistant II,

Responsible for timely completion of a variety of duties including: filing, answering phones, knowledge and use of

common computer applications, copying, and various general office duties.

Selected Contributions:

Processed incoming Cal Works, Food stamps and Medi cal applications. Proficient use in both Higgins, and C IV.

Competence in handling heavy volume of customers in person and over the phone. Ability to take accurate phone

messages and deliver messages promptly.

Education and Training

Fashion Institute of Design and Merchandising Irvine, CA April 2010

Product Merchandising and Development.

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