Customer Service Management

Melissa Daniels

* ****** **, ********, **, US ***42 (H)774-***-**** ******.*******@*****.***

Work History

Occupational Hearing Specialist

Industrial Hearing Testing Auburn, Ma January 2015 to March 2017

Responded to client queries or complaints by phone or e mail as appropriate.

Maintained contact with new and existing clients as instructed.

Assisted customers with order placement.

Forwarded important and serious matters to the seniors.

Transferred urgent calls to appropriate departments.

Updated clients contact information and other details in the customer database.

Set appointments with potential clients.

Provided clients with detailed information on products and services.

Assisted clients with service or billing matters.

Inbound customer service support

Outbound customer service support

Data encoding

Electronic mail delivery

Encourage customer to purchase product and services

Customer service ethics

Maintaining quality of service through quality assurance

Able to perform multi tasking

Customer negotiation and persuasion

Prepared letters, documents, spreadsheets, and reports.

Processed documents, memos and reports.

Reviewed/Edited outgoing documents prior to distribution.

Checked outgoing documents for formatting, conformance with standard procedure, grammar and spelling.

Took dictation and transribed messages, instructions, or reports.

Gathered materials from various sources to support research projects.

Extracted information from documents for use in related research work.

Analyzed document and prepared reports based on the analysis.

Participated in meetings with internal staff to share information or discuss status of tasks/assignments.

Explained procedures and provided selected office support personnel with task/work directions.

Handled supply inventory and requisition.

Helped prepare travel authorizations and travel vouchers.

Ensured that contract files meet internal and external audit standards and requirements.

Mediated between the assigned department and other departments and/or external agencies.

Reviewed and analyzed interpretation of reports and statistical treatment.

Ensured proper delivery of public assistance programs.

Expanded service delivery by maintaining working relationships with community resources.

Provided regular feedback to the program staff regarding resources, accomplishments, problems, and problem resolution.

Filing and documentation

Taking minutes of the meeting

Owner/Operator

Auntie Ms Daycare Oxford April 2011 to January 2015

Conduct student evaluation

Monitor performance of class and individual students

Foster relationships with the students and parents

Supervise extra curricular activities

Supervis clubs and sport meets

Prepared letters, documents, spreadsheets, and reports.

Processed documents, memos and reports.

Received/reviewed incoming documents to determine distribution.

Reviewed/Edited outgoing documents prior to distribution.

Checked outgoing documents for formatting, conformance with standard procedure, grammar and spelling.

Gathered materials from various sources to support research projects.

Generated charts and tables for reports and presentations.

Participated in meetings with internal staff to share information or discuss status of tasks/assignments.

Explained procedures and provided selected office support personnel with task/work directions.

Reviewed the accuracy of requisition codes prior to purchase of materials.

Obtained vendor and purchasing information and managed petty cash funds.

Updated calendar activities and resolved conflicts in schedule.

Helped prepare travel authorizations and travel vouchers.

Ensured that contract files meet internal and external audit standards and requirements.

Prepared and negotiated contracts.

Awarded and executed contracts.

Acted as the liaison with all agencies involved.

Guided clients on the performance of daily living activities, social etiquette, and personal hygiene.

Prepared responses to visitor information requests.

Filing and documentation

Prepared financial reports and provided support to finance team.

Collected, analyzed, and reconciled financial data.

Processed accounting entries.

Evaluated taxes owed and prepared tax returns.

Studied company operations, trends, costs, revenues, and financial obligations.

Developed and implemented document recordkeeping.

Performed valuation of company assets and liabilities.

Trained [#] new employees on specific company procedures and the principles of accounting

Determined customers bills and collected payments.

Computed bills, collected payments, and made change for guests

Performed basic bookkeeping.

Carried out general secretarial duties.

Interacted with existing and potential clients over the phone, via e mail, or face to face.

Entered information into a customer relation database and maintained spreadsheets and other documents.

Sales Associate

Home Depot Oxford January 2010 to May 2012

Welcome customers to retail store with the proper and standard greeting

Assist customer with merchandise and answer all product related questions necessary to guide them through the buying process

Make sure merchandise displays are kept clean and in proper order

Update inventory and make sure in store stocks do not run out

Issue receipts for customer purchase and transactions

Make sure knowledge on product, merchandse and store policies is always updated

Maintain a professional and friendly demeanor to engage customers

Keep store and work area clean

Handled placement of sale labels, security tagging, and price gunning articles of clothing and accessories.

Ensured baskets and carts are available for customer use.

Ensured excellent visual standard within the store. Assistant Store Manager

Mcdonalds Oxford February 2007 to January 2010

Analyzed financial information.

Monitored and interpreted cash flows and predicted business trends.

Investigated factors affecting business performance.

Studied competitors and analyzed market trends.

Performed reviews and evaluations to identify saving opportunities.

Participated in cost reduction analyses in all departments.

Provided major contributions to long term planning aimed at operational excellence.

Devised ways to improve workflow or process improvements, thus allowing for more functions.

Generated daily stats report with higher accuracy rate.

Exceeded all cost, quality and performance goals.

Optimized business productivity and performance by cross training employees.

Provided advice to top level management regardig finance, management, staffing and other issues and procedures.

Collaborated with (department) and (client) to produce (positive outcome)

Implemented (project) resulting in an increase of business

Hired staff and formed teams within the department

Mentored new hires to ensure a smooth transition to a new system

Held training sessions for staff

Rolled out new policies for increased production and efficiency

Created stage plans, reports, hazard reports, and requests for change.

Responded to client feedback.

Identified tasks and tools appropriate for each project.

Proper handling of customers complaints

Coordinate scheduled maintenance procedures

Refresh petty cash and amount balancing

Performed checks on workplace practices for compliance with quality and safety standards.

Discussed sales targets and profit strategies with appropriate corporate staff.

Tracked receipts and expenditures on a daily basis.

Cultivated business relations with suppliers, renegotiating terms.

Conducted regular meetings with crew to ensure organizational and operational efficiency.

Scheduled crew working hours and shift rotation.

Handled customer queries or complaints regarding food quality and service.

Oversee employees to make sure they deliver the best service

Inteview candidates for staffing in the restaurant

Supervise the inventory of supplies and restaurant equipments

Check the cleanliness and maintenance of the restaurant

Roll out of new menu or policies in the restaurant

Able to identify any problems and provide solutions

Oversee the budget of the restaurant

Evaluate employee performance

Organized all reports pertaining to expenditures, profit, loss, and cash receipts Education

High School Diploma: 2007

Jefferson High School Daly City, CA

Graduated with high honors

Skills

Excellent verbal communication skills

Demonstrate confidence

Work well with teams

Commercial awareness

Problem solver

Attention to details

Ability to work under pressure

Self awareness

Basic computer skills

Proactive

Critical thinking

Good presentation skills

Good written communication skills

Flexible and able to adjust to the work environment

Stress tolerance

Professionalism

Customer awareness

Multi tasking

Has leadership qualities

Good with negotiations

Time management

Able to perform with minimal supervision

Peer to peer interaction

Strong work ethics

Ability to accept and learn from criticism

Goal oriented

Decision making

Multi cultural sensitivity

Motivator

Individual management

Monitoring

Coaching skills

Personal development

Strong values and beliefs

People management

Conflict management

Team building

Team development

Team management

Organizational commitment

Management communication

Leadership capabilities

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