Customer Service Human Resources
Resume:
MELANIE REED
Magnolia, AR 71770 903-***-****
Email · *********@*****.***
Management, Training & Human Resources
Insurance Industry & Sales/Marketing
1.20-plus years of Management/Training Experience
2.Developed a Corporate Training Program for the Account Management Team at United Healthcare
3.Known as the “fix-it” person at both United Healthcare for pinpointing/trouble shooting and problem solving.
4.Self-motivation, customer-focused service, dependability and enthusiasm have helped create a solid record of success in both staff and customer relations.
EXPERIENCE
JULY 2021- JULY 2023
RETAIL MERCHANDISER, SIGNATURE RETAIL SERVICES INC
Responsibilities include completing product merchandising, maintaining product planograms, checking and adjusting pricing and maintaining price labels. Other responsibilities include down stock inventory with suggestion and order placement, building and placement of product displays as well as product point of purchase signage. Also responsible for resets and one on one training with both store associates and customers on represented product features and benefits.
JULY 2019 – JUNE 2021
OPERATIONS SUPERVISOR, Lowe’s Distribution Center, mt vernon, tx
Supervise daily operations with 30+ direct reports in high demand fast paced work environment.
Plan, develop and implement new process to achieve production goals while maintaining a culture of safety.
Direct Responsibility for Associates performance including hiring, training, conducting performance appraisals as well as corrective action and termination.
Responsible for assigning or reassigning work through rapidly changing workflow conditions to drive production and customer satisfaction.
JUNE 2016 – JULY 2019
CUSTOMER SERVICE MANAGER, Lowe’s, Longview, Tx
Address and document elevated customer service complaints including online and in-store sales, returns, Associate Complaints, Installed Sales, Pro Services, delivery and warranty issues.
Coordinate all functional departments to resolve documented Service Issues in a timely manner meeting all Lowes policies and procedures while exceeding customer satisfaction.
Determine and document root cause analysis of Service breakdown and provide additional training and support for functional areas involved.
Provide direction to all store Associates to ensure a highly attentive and accurate level of customer service.
Responsible for store opening and closing procedures including cash office, store recovery and coordinating next day deliveries.
Conduct safety walks, monitoring use of store power equipment and coaching Associates around safe work practices.
Member of Corporate Safety Committee
MAY 2010 – JUNE 2016
SALES FLOOR DEPT SUPERVISOR, Lowes, longview, tx
Managed Sales Floor Departments that included Electrical, Plumbing, Flooring, Inside Lawn and Garden and Home Décor with accountability for Sales and Margin goals.
Completed weekly schedules in KRONOS in accordance with payroll policies to ensure adequate department coverage and drive sales.
Responsible for Inventory management including ordering, reporting and reconciliation as well as budget shrinkage.
Increased Associate development and engagement through training, performance management and effective feedback.
FEB 1981 – FEB 2002
CLIENT SERVICE MANAGER, Unitedhealth group, Plano, tx
Served as focal point of 30 Account Management teams by managing overall benefits and service issues for assigned self-funded health care accounts including Medical, Dental and Vision products.
Provided Benefit consultation for plan changes/revisions, policy/procedure updates. Legislative changes and cost controls.
Effectively established, built and managed Client relationships.
Managed and monitored service levels provided by internal functional areas.
Identified and resolved service issues which impacted client satisfaction.
Position was performed 60% remotely.
From 2002 to 2010, tended to my parent’s daily healthcare, organizational and business matters as each became debilitated due to terminal illness.
EDUCATION
1980-1981
BUSINESS MAJOR, Ut at Arlington
2016
OSHA 30-HOUR GENERAL INDUSTRY CORPORATE TRAINING PROGRAM
SKILLS
Conflict Resolution
Customer Service
Problem Solving
Management Skills
Computer Skills
Communication
Coaching and Training
Leadership and Teamwork
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