Melissa A. Durante

Phone: 630-***-**** Email: ac8i5q@r.postjobfree.com

SUMMARY Experienced with a demonstrated history of managing Customer Service. WORK ENTERPRISE HOLDINGS (ENTERPRISE/NATIONAL/ALAMO) 2015 - Current Customer Service Executive Associate

• Respond directly via written correspondence to online customer inquiries and concerns regarding rental car needs, such as policy questions, service received and billing and collection of tolls and parking citations, leading to an increase in customer satisfaction.

• Analyze customer information and evaluate the results to best resolve customer challenges to mutual satisfaction in a timely manner driving repeat business by 75%.

• Assist tour operators with vouchers and customer billing issues and contact franchise partners to resolve international customer issues and process billing adjustments to facilitate global presence.

• Serve on a committee to provide feedback and revise standard text leading to an increase in team efficiency by 30%.

• Manage special work-plan projects and monitor group assignments, such as providing back-up support for the Spanish queue and training staff to learn new job skills and develop existing ones while implementing best practices.

• Regularly exceed goals and expectations in all performance metrics ranking in the top 20 agents monthly by helping to shorten customer service-time to optimize productivity while increasing efficiency and improving the level of customer satisfaction. 2013 - 2014 Escalation Support Representative

• Work remotely handling inbound phone calls and providing customer service while working in several applications simultaneously across systems and in different applications.

• Book reservations and drive return customers resulting in an increase of sales by 25%.

2010 - 2013 MARKET DAY CORPORATION

Sales Service Manager

• Provide customer service and sales force support in overseeing a sales team of representatives while monitoring and evaluating the efficiency and effectiveness of service delivery methods and procedures.

• Collaborate with district sales managers and account representatives utilizing a database of applications simultaneously leading to an increase in sales by 20% year-over-year. Account Executive

• Organize school fundraising efforts through monthly sale programs by negotiating contracts and managing single event sales involving a large volume of in-person cashiering, receipt of customer payments and depositing of funds.

• Build support with customer calls and assist school chairs with marketing programs and tools leading to increased sales.

• Expand the portfolio of programs within a school by building and establishing relationships with school board members and principals.

• Increase sales volume by retaining 90% of current customers and gaining new in order to meet growth plans and exceed monthly and yearly revenue goals by 10%.

2009 – 2017 ALD INCORPORATED

Director of Accounting and Taxes

• Control finances and perform banking duties resulting in an annual profit and balanced budget.

• Accounting of business expenses.

• File quarterly and annual taxes and reports while overseeing accountant.

EDUCATION NORTHWESTERN UNIVERSITY

Bachelor of Science in Communication Studies, School of Speech

• Coursework in research methods and mass media economics.

• Alpha Chi Omega, Gamma Chapter: Vice President of Finance, Public Relations Director and Executive Board Member

• Pullman Scholar

• Illinois State Scholar

• Clerical Assistant at Kellogg Graduate School of Management

• Marketing and Business Administration internship at Hubbard Street Dance Chicago

• Media Broadcast Assistant at Lois/EJL Advertising

• Media Buyer at Bozell Advertising

SKILLS

• Google Docs

• MS Office including Excel and Power Point

• Outlook

• Social Media

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