MY

MELISSA YOUNG

adzipc@r.postjobfree.com 704-***-**** Taylorsville, NC 28681

I am a very loyal and dedicated employee. I go above and beyond what is asked. I am a very fast learner and great at multi tasking and multiple system uses at the same time while talking and accurate data entry. Shipping and receiving understanding

System implementation

Microsoft Office expertise

Inbound and Outbound Calling

Courteous demeanor

[Industry] regulations knowledge

Credit card payment processing

Sales expertise

Customer relations

Adaptive team player

High-energy attitude

Call Center Operations

Problem-solving abilities

Rollins Taylorsville, NC

New Customer Specialist

01/2007 - Current

Listened to customer requests and asked questions to provide effective solutions.

Conducted product demonstrations to educate customers on product functions and benefits.

Used upselling techniques to increase spending per customer. Resolved customer service issues to maintain ideal customer experiences. Encouraged sales by suggesting products and services matching customer desires.

Researched answers to customer inquiries to provide accurate information. Assisted customers by answering high volume of calls daily. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Answered inbound calls, chats and emails to facilitate customer service. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Consulted with customers to resolve service and billing issues. Asked probing questions to determine service needs and accurately input information into electronic systems.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Used proven techniques to de-escalate angry customers during telephone interactions.

Mentored new employees on procedures and policies to maximize team Summary

Skills

Experience

performance.

DHL Charlotte, NC

Office Assistant

05/1994 - 12/2006

Answered phone calls and welcomed visitors to office. Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.

Greeted visitors or callers to handle questions or direct to appropriate staff. Collected and coded various documents to prepare for filing, storage and processing.

Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation. Answered telephones, directed calls and took messages. Operated photocopiers and scanners, facsimile machines and personal computers.

Delivered messages and ran errands.

Maintained and updated filing, inventory and database systems, manually or using computer.

Communicated with customers, employees and vendors to answer questions and address complaints.

Typed, formatted and edited correspondence and other documents. Opened, sorted and routed incoming mail and prepared outgoing mail. Carolina Christian Charlotte, NC

High School Diploma

05/1989

Education and Training