Customer Service Inventory Management

MELINDA THOMAS

Director of Customer Service Paralegal

865-***-**** Walland, TN ************@*****.*** www.linkedin.com/in/melinda-r-thomas PROFESSIONAL SUMMARY Experienced management professional with over 16 years of experƟse in leading customer service teams, handling escalaƟons, and enhancing customer saƟsfacƟon. Proficient in training and mentoring customer advocates and improving service offerings in the e-commerce industry, including overseeing inventory management and maintaining an Amazon storefront.

SKILLS

Customer Service EffecƟve CommunicaƟon Problem-solving and ResoluƟon Team CollaboraƟon

Team Leadership Agent Training CSM Systems Chargeback ResoluƟon

Amazon Seller Central Inventory Management SOP Development Customer Advocate PROFESSIONAL EXPERIENCE Director of Customer Service July 2007 – December 2017 Prograde NutriƟon, Inc., Tampa, FL

Within this role, I ensured top-Ɵer customer service standards were maintained throughout the enƟre customer journey, from purchase to product delivery. I also handled escalaƟons to ensure customer saƟsfacƟon.

Connected with customers by phone, email, and chat to guarantee prompt responses to customer inquiries regarding order details, subscripƟon informaƟon, shipment tracking, and account updates. AddiƟonally, resolved any shipping- related issues

Assisted in training and supervising call center agents to guarantee a posiƟve customer experience.

Improved procedures were developed through detailed analysis and collaboraƟon with colleagues and stakeholders to successfully implement changes and enhance the customer’s experience.

PrioriƟzed customer saƟsfacƟon by addressing escalaƟons promptly with professionalism and empathy.

Maintained customer documentaƟon and internal records for every reported adverse event. Director of Customer Service January 2017 – October 2023 PhysioTru, Inc, Tampa, FL

In this posiƟon, alongside maintaining excepƟonal customer service standards, I managed the creaƟon, upkeep, and inventory of the company's Amazon storefront. I also resolved chargeback disputes and handled inventory management. Furthermore, I supervised agent onboarding, training, and performance monitoring to ensure their competence in product knowledge and CRM systems.

Provided training and mentorship to a team of Customer Service RepresentaƟves to deliver excepƟonal customer service, achieve set objecƟves, and foster a customer-focused environment.

Monitored call center key performance indicators (KPIs), such as average handle Ɵme, first-call resoluƟon rate, and abandoned calls rate, to uphold quality standards.

Resolved payment disputes by furnishing necessary documentaƟon to merchant accounts and keeping comprehensive records.

Developed vendor partnerships by managing inventory orders, coordinaƟng shipments, and promptly addressing delivery and quality concerns.

Developed and maintained inventory management policies and procedures.

I assisted in establishing the Amazon storefront and ensured sufficient inventory was consistently maintained. EDUCATION A.S., Paralegal Studies, South College, Knoxville, TN

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