MELISSA A LOFTON

Marietta, GA ***** 404-***-**** ad2oqa@r.postjobfree.com

SUMMARY

Innovative Call Center Representative who steadily meets and exceeds productivity goals. Proven ability to troubleshoot issues and resolve matters expeditiously. Maintains a high level of patience and professionalism. Efficiently reduces consumer displeasure while simultaneously increasing customer satisfaction.

HIGHLIGHTS

●Trouble Spotting and Problem Identification

●Training and Training Design

●Strategic Problem Analysis

●Deductive Reasoning

●Excellent Time Management Skills

●Able to meet Productivity Requirements

PROFESSIONAL EXPERIENCE

Statefarm

Jan 2023 - Mar 2023

Claims Adjuster

●Licensed in 11 states for insurance

●Assisted customers with filling out claims for car accidents

●Escalated insurance calls to the right department for investigation

Acro Corp-Brighthealthcare Nov 2021 - Nov - 2022

Customer Service Representative

●Provide claim information to Members and Providers

●Provide plan information regarding health benefits

●Provides lists of Doctors within the plan network

Vdart-Kansas department of Labor June 2021 - November 2021 Customer Service Representative

●Unemployment claims

●Weekly claims

HOME DEPOT CONTACT CENTER, Marietta, GA

Customer Service Representative October 2017 - June 2021

●Dual trained in Major Appliance and General Merchandise skills.

●Assist customers with step by step instruction on how to proficiently navigate the Home Depot site and successfully place orders.

●Adeptly navigates CRM, CDA, Verint, Knowledge Base, General Merchandise Maps and Tools and Major Appliance Maps and Tools.

●Consistently met all metrics month over month across the board. Including Customer Experience, Adherence, Aux Usage and Take Rate.

VERIZON CALL CENTER, Kennesaw, GA

Call Center Representative (Subject Matter Expert) May 2016 – October 2017

●Answered incoming calls and handled customer issues in a prompt and efficient manner.

●Managed and resolved escalated customer complaints by investigating grievances and administering the proper solution.

●Provided training to new Customer Service Representatives including job-specific requirements, techniques and procedures.

●Achieved customer satisfaction rating of 95% within six months, which exceeded corporate target projections.

H & W PRINTING, Kennesaw, GA

Production Worker October 2015 – May 2016

●Responsible for production and assembly of print orders.

●Managed paperwork, verified pick orders for accuracy, tracked inventory and updated logs to ensure completion.

●Organized packaging, wrapping, padding and boxing merchandise for transport/shipping.

●Secured inventory and product for transport to designated areas.

STARBUCKS, Smyrna, GA

Barista/ Shift Supervisor June 2005 - December 2013

●Supervised morning shift at one of the top 10 Cobb County locations.

●Trained new Baristas on job-related functions such as morning prep/store setup, customer service training and closing procedures.

●Managed inventory, ordered supplies and received items pertinent to the success of the store.

●Responsible for balancing morning shift tills and reviewing sales data.

EDUCATION

Associates in Marketing Management, Chattahoochee Technical College

Anticipates graduation date 5/2019

Campbell High School, Marietta, GA 2001

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