Customer Service Manager

Melissa Burnett

*** ***** ****** • Hammond, Indiana 46320 • ***********@*****.***

219-***-****-Cell 219-***-****-Home

QUALIFICATIONS

An Experienced Professional with expertise in Management, Employee Training, Customer

Satisfaction, Information Maintenance and Call center.

• Proven Leadership as a Department and Customer Service Manager.

• Talent for providing excellent Customer Care, resulting in repeat Business.

• Expertise in resolving Escalated customer service Issues.

• Demonstrated ability to maintain Databases and Filing Systems.

• Secured numerous company achievement awards for delivery of Exceptional Customer

service.

• Proficient in Microsoft Office, Excel, Power Point, Outlook, Communicator 2007 R2,

CISCO IP Communicator, Rockwell, Avaya, Interaction client, Convergence phone panel,

Informis, CTI Toolkit Agent Desktop, CCPulse, Ricoh printers, Pintey Bowes Postage

Meters, Fedex and UPS shipping Manager.

EXPERIENCE

Indiana University Northwest Gary, Indiana August 2010- March 2013

Office Assistant Work Study Student Career Services

• Uploaded current jobs available into College Central Network Database.

• Printed and posted available jobs on job boards throughout campus.

• Assisted students with creating accounts on College Central Network.

• Answered questions about what Career Services does.

Office Assistant Work Study Student SPEA Department

• Organized and Maintain Student Files.

• Clerical Duties as assigned.

• Operated a 12 line phone system and answered questions.

Manpower Temporary Agency Highland, Indiana March 2010-September 2012

Lamar Advertising- Receptionist

• Entered Advertiser’s name, Commercial I.D information, Square Footage, Shipping Cost

and Charge to Client information on Spreadsheets.

• Uploaded and Categorized photos of Installed billboards by Panel number, Photo type

and Posting date.

• Monitored Video Surveillance System.

• Sent and Received Fedex, UPS, Certified and U.S. Mail.

• Operated 56 line Switchboard and Greeted Clients and other clerical duties as assigned.

On Hold Advertising- Customer Service Representative

• Entered Client’s Demographics, Product needs, Webinar information and Call outcomes

into Database.

• Informed Current Clients of new products being offered.

• Answered Questions and made call backs.

Melissa Burnett

Vangent Inc. Chicago, Illinois November 2008-March 2010

Lead Enrollment Specialist

• Monitored employees’ productivity through computer reporting.

• Enhanced employee performance and attendance through daily Mentoring, one-on-one

discussions and Daily Meetings.

• Established and improved customer satisfaction by resolving escalated concerns.

• Enrolled Beneficiaries into various Medicare advantage plans.

• Documented beneficiary enrollment, demographics and call outcome in database.

• Maintained positive customer experience by giving accurate and timely information.

Wal-Mart Stores Inc. Hammond, Indiana October 1997-November 2008

Promoted to Department Manager 2002

Promoted to Customer Service Manager 1998

Top honors for Percentage of Sales, Inventory and Departmental standards of a $300,000

department.

Helped implement Training and Motivational strategies used to improve employee production

rates.

Lead teams to help with store resets and modular maintenance.

• Interviewed prospective employees using guidelines set by company.

• Mentored new employees in customer service processes, safety and company policies.

• Encouraged employees’ moral by coaching and giving personalized attention.

• Received numerous accolades from senior management for consistently providing

excellent service.

• Enhanced customer-satisfaction ratings by Investigating and resolving customer

concerns.

• Maintained Departmental Standards by Analyzing Budget, Profit and Inventory Reports.

• Played key role in reducing labor costs and production by recommending and

implementing staff scheduling changes.

• Kept Current on latest Merchandise information by attending various yearly seminars and

meetings.

EDUCATION

Indiana University Northwest, Indiana June, 2015

Bachelor Science, Communications

• G.P.A. 3.85

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