Customer Service Project Specialist
Resume:
Melissa Cheney
Hidden Valley Lake Ca 95467
*********@*****.***
OBJECTION
Dedicated and focused team member who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and influence. Flexible and hardworking with the drive to succeed.
HIGHLIGHTS
Focused on customer satisfaction Dedicated to process improvement Conflict resolution techniques Employee training and development Skilled multi tasker Meticulous attention to detail ACCOMPLISHMENTS
Played an instrumental role in maintaining a 5 star customer satisfaction rating on Yelp
Inside sales averaging 20k-40k per month in parts following up after services performed by technicians in the field increasing monthly revenue
Improved office organization by implementing new procedures and following exact flow charts
Handled customers effectively by identifying needs quickly, gaining trust, approaching complex situations and resolving problems to maximize efficiency
Dispatched for profit to ensure profitability
Successfully developed and implemented training in all databases, policies and procedures while focusing on minimizing errors and generating superior results
Maintained status reports to provide to management with updated information on all technicians and office staff
Received merit raises for strong attention to detail, exemplary customer service and team player attitude
Promoted to Contact Center Supervisor and then Project Specialist within 2 years EDUCATION
Santa Rosa Junior College, Santa Rosa, CA - Associate of Arts AUGUST 1999 - NOVEMBER 2002
Coursework in Marketing, Business Management and Communications EXPERIENCE
Moore Heating & Air Conditioning, Santa Rosa, CA - Project Specialist MAY 2013 - MAY 2023
● Provide support to Contact Center Manager on special projects from the standpoint of training, support, and documentation development
● Dispatch for profit focused, offers appointment windows, ancillary products and services that contribute to achieving the contact center quota and company goals, daily, weekly and monthly
● Conduct cross training for dispatch, sales lead coordination, installation coordination and additional high level administrative processes
● Effectively manage conflict resolution with clients through clear communication, addressing all questions, concerns or problems expediently One Hour Heating & Air Conditioning, Santa Rosa, CA - Client Retention Specialist
APRIL 2008 - MAY 2013
● Responded to client inquiries regarding company schedule and requested lead time, equipment service, service invoicing and general inquiries
● Developed and implemented scripting for quality and efficient interactions with both the inbound and outbound client base. Making recommendations based on experience as far as to improvements in processes to ensure the highest level of efficiency
● Assisted in team engagement in promotion of outbound calling activities to secure the required number of calls appropriate for a successful service operation as needed
● Actively maintained customer database, ensuring complete, accurate and updated entry of information
First American Home Buyers Protection, Santa Rosa, CA - Renewal Specialist JUNE 2005 - JANUARY 2007
● Account executive responsible for renewal sales, customer service and client retention
● Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer service
● Fielded and average of 200 customer service calls per day
● Recommended and helped customers select warranties based on their needs Discovery Office Systems, Santa Rosa, CA - Client Services/Dispatch FEBRUARY 2003 - APRIL 2005
● Demonstrated mastery of customer service to ensure customer satisfaction
● Managed a wide variety of customer service and administration tasks to resolve customer issues quickly and effectively
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