Customer Care, Shift Leader, Conflict Resolution, Customer Retention

Melissa J Delaney

**** ** *** ***, **** Lauderdale, FL 33316

954-***-**** ad0atj@r.postjobfree.com

Summary

Customer-focused service professional with 15+ years in Customer Care, specializing in conflict resolution, customer retention, and sales. Consistently exceeds goals and expectations. Naturally builds and maintains rapport. Learns quickly and thrives in a fast-paced, high-energy, challenging environment. Eager to begin working and advancing with a growing team.

Experience

Shift Leader, 7-Eleven Oakland Park, Florida (08/2022 to 05/2023)

Managed a team of 10 employees and improved employee turnover by 15% through effective training and management strategies.

Improved customer satisfaction ratings by 60% through exceptional customer service and conflict resolution skills.

Digital Online Shopper, WalMart Store Fort Lauderdale, Florida (03/2020 to 01/2021)

Processed online orders and ensured timely delivery to customers, resulting in a 95% satisfaction rating.

Maintained well organized pickup staging area reducing average wait time by 10 minutes.

Front of House Server, Java Mama's Cafe Fort Lauderdale, Florida (02/2017 to 01/2020)

Provided excellent customer service and increased sales by 40% through suggestive selling techniques, as well as maintaining the rapport built with our ‘regular’ customers.

Maintained a clean and organized dining area, resulting in a 95% satisfaction rating.

Customer / Technical Support Advisor, Apple, Inc Tamarac, Florida (06/2016 to 01/2017)

Resolved technical issues for customers and maintained a 90% customer satisfaction rating.

Achieved a 20% increase in sales through effective cross-selling and upselling techniques.

Seasonal Customer Service Representative, Walmart.com Tamarac, Florida (10/2014 to 02/2015)

Maintained a 100% customer satisfaction rating through system generated surveys.

Addressed customer complaints and resolved issues reducing escalation calls by 10%.

Education

AA: Human Resource Management, Broward College - Fort Lauderdale, Florida (2013)

Skills

Exceptional communicator with outstanding interpersonal skills

Positive, friendly, professional and personable

Dependable, consistently shows remarkable work ethic

Technologically proficient

Empathetic, patient, active listener

Proactive, accountable and effective leader that takes initiative

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