Customer Service Manager
Resume:
Melanie Chaillou
**** ********* **. *** ******, MD. 21774
****************@*****.***
Profile
• More than 13 years’ successful experience in customer service and support with recognized strengths in
account maintenance, problem solving and trouble shooting, sales staff support, and
planning/implementing proactive procedures and systems to avoid problems in the first place.
• Possess solid computer skills.
• Excellent working knowledge window systems; Microsoft Word, Excel, One Note, Outlook, and Power
Point
• Ability to train, motivate, and supervise customer service employees.
• A known team player
• Develop plan, conduct audits and analyses, process payroll and payroll tax reports and filings, and
maintain/update accurate inventories.
Achievements
• 2011 Promoted to develop, organize, build, and coordinate a new department overseeing 6 employees
• CTEP certified Basic Principles and Practices for Propane 1.0
Employment History
Petro Home Heating Oil/Propane
Baltimore MD 21221
Operations/Administration Oil and Propane 2010 Present
Duties: Responsible for maintaining customer accounts. Maintaining databases to ensure accuracy in many data
aspects that include accurate customer information, precise invoicing and accounts receivable, monitoring and
initiating actions to be taken for all issues involving account delinquency, repair order request, and customer
satisfaction follow up. Serve as the link between customers and service / technician employees. Develop daily
reports that incorporate business needs into business actions plans and tasks. Outputs include daily logs that are
provided to service employees each morning with that days assignments as well as consumption reports and logs that
are used to monitor product and payments received. Complete paperwork for the Comptroller of Maryland ensuring
accuracy and timeliness of taxes to be paid. Assist other Branch Managers and the Accounting Department daily on
any task they need assistance with. Verify service / technician employees work logs ensuring all customers are
satisfied. Audit service logs and product to ensure all records are accurate and filed appropriately. Input necessary
information into Excel database to expedite any future research and trend analysis. Process work orders and log them
into database to ensure they are given the appropriate attention in a timely manner from the appropriate division.
Organize all documents and properly file so any document can be retrieved at a later time if needed. Use Microsoft
Word to write contracts for new customers and publish using Adobe Professional. Assist the administrative staff with
clerical task such as editing informational documents to be staffed to senior management.
Investigate complaints from customers by retrieving documents and data, analyzing the information available and
making decisions based on the facts. Performing all tasks with the highest integrity to ensure any future investigation
will yield the same results.
06/2011 Present
Propane Operations
In charge of daily monitoring, scheduling for the propane department both service techs and delivery drivers. Bill
out all customer work orders, answer and assist in all propane phone calls, sell propane and accessories as needed.
Order all material and tanks, inventory all tanks monthly. Attend pricing and budget department monthly meeting
with General Manager. Train all customer service agents and new sales reps as needed. Completed and received
CTEP training and certification.
Allied Trailers Sales & Rentals
Laurel, MD
Billing Specialist
2006 2010
Performed technical data processing and validation on all accounts. Assist customers with properly filling out forms.
Orally communicated to the customer, information to ensure they are satisfied with their purchase. Write up incident
reports for any damages to property when returned by customers. Monitor product logs and contracts to ensure
proper billing and return of materials is conducted in a timely manner. Complete rental orders by shipping units and
generating invoices. Terminate rental unit contracts upon return of units. Generate reports for multiple business
operating functions including employee commission reports, tax filing reports, contract validation reports, and
outstanding issues. Scan drivers trip sheets daily after entering data into computer and then properly file documents.
Transportation Coordinator 10/2007 01/2008
Maintained driver schedules for 50 drivers and vehicle operations for 7 different locations over multiple states.
Scheduled and developed logistics work logs for drivers that included over 200 deliveries, pick ups, and moves daily.
Assisted the Operations Manager with all tasks as needed including processing work orders to ensure all necessary
repairs were completed and reviewed/ edited technical documents.
CTI (Creative Touch Interiors)
Baltimore, MD
Production / Customer Service Coordinator
2004 2006
Organize and coordinate a daily workload, research, collect and compile complex housing information form both the
field supervisors and homeowner. Administrate preparation of files, review contracts for accuracy and
completeness. Prepare daily production reports. analyze and extract information on a daily basis. Every day jobs
include data entry, answering phones, faxing, copying, billing, and scheduling. Scheduled flooring material to be
installed for new homes, answered all questions about flooring from new homeowner. responsible for typing of
work orders when damages and defectiveness occurred. Also, while at CTI I have been in the position of work order
writer. I performed the every day normal duties as a receptionist. I was promoted to a work order writer which
included the responsibilities of billing and entering flooring selections while maintaining the utmost accuracy to
prevent delays in order processing. All records that were processed were filed on a daily basis.
Advanced Debt Management Solutions
Baltimore, MD
Admin Assistant / Accounting Liaison 1999 2004
Ensured all debit payments were processed and completed daily. Responsible for coordinating confidential meetings
with clients, preparing and transmitting sensitive documents. Provide support for as many as 70 personnel, and
performed secretarial duties as assigned (i.e. answering phones, filing, faxing, e mailing, and coping). Daily usage
of Microsoft Word, MS Excel, and MD Access. Also used AOL and Microsoft Outlook on a daily basis.
Defense Security Services
Elkridge, MD
Data Transcriber 1997 1999
Transcription of all paper documents into diazos (copy of film). Quality review or electronic copy to ensure
accuracy and consistency with any necessary corrections. Tested new data software, trained personnel on new
software. Secret Security Clearance was obtained for this job.
Education
Dundalk High School – Baltimore, MD. (High School Graduate) 1994 1997
•
Essex Community College – Baltimore, MD. (Partial College Coursework Completed) 2003
•
2004
References
References Furnished Upon Request
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