Customer Service Care

Melissa D. Marescot

**** ******* ***** ****. ****. 67 Apt 309 Sunrise, FL 33322

Mobile: 202-***-**** & Email Address: ***********@******.*** Passionate Senior Member Service Specialist with 10+ years of Experience, seeking Growth and Stability. I would like to obtain a position that provides a conducive atmosphere which allows me to utilize my knowledge and my abilities as a team player in customer service, including the use of my interpersonal communication skills to meet and exceed the needs of any employer.

Qualification Highlights

I provide a highly developed sense of integrity and commitment to customer satisfaction. Demonstrate passion for excellence with respect to treating and caring for customers. The ability to communicate clearly and professionally, both in writing and verbally. I have "thick skin”, and I can handle complaints and unpleasant customers. I have a pleasant, patient, and friendly attitude. Capable of making strong decisions and providing analytical abilities. Strong detailed orientation and communication/listening skills. Willingness to work a flexible schedule and occasional overtime when needed. Possess a strong work ethic and team player mentality. Experienced with multiline telephones

Professional Experience

American Express, Sunrise, FL February 21, 2022, to April 24, 2025 Platinum Customer Care Agent (Remote)

Utilizing my skills, experience and passion for customer service to help propel the team and its business partners to success. Consistently delivered extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality. Consulted with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure. Added value for our customers through unexpected relevant recommendations of product offers/ benefit enrolment’s that deepen customer engagement and loyalty. Utilized my “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand. Addressed general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information. Used tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution. Met and exceeded performance goals that included, but are not limited to sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics. Possessed a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skills. Provided customer service and consultative sales experience. My resilience to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations. Accenture Reston, VA April 26, 2021 to January 11, 2022 Customer Service Representative (Remote)

Managed large numbers/amounts of incoming calls identifying and assessing customers' needs to achieve satisfaction. Provided accurate, valid and complete information by using the right methods/tools. Met personal/customer service team targets and call handling quotas. Handled customer complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution. Kept records of customer interactions, processed customer accounts and filed documents. Followed communication procedures, guidelines and policies. Requirements Proven customer support experience or experience as a Client Service Representative. Provided my strong phone contact handling skills and active listening. Provided my strong computer skills, ability to work on Outlook and Microsoft teams. Familiarity with CRM systems and practices. Customer Orientation and ability to adapt/respond to different types of characters. Provided excellent communication. Cinch Home Warranty, Sunrise, FL March 16, 2020 to February 1, 2021 Authorizer (Remote)

Processed Incoming telephone calls with Service Providers for claim approval with demonstrated proficiency in multiple trades Reviewed and negotiated claim approvals to insure that materials costs and diagnosis are equitable and within the established guidelines and standards. Auditing claims via the teams GCR to ensure they are accurately captured and recorded into the database Accurately captured and recorded claim information into the database. Using Company guidelines and knowledge of Cinch Home Warranty contracts to determine appropriate claim decisions. Met and Exceeded all established key performances indicators Matrixes

Exclusive Lawns Commercial Property Maintenance LLC. Miami, FL April 1, 2017 to May 31, 2023 Office Manager (Remote)

Maintained office services by organizing office operations & procedures. Preparing payroll, responding correspondence Designing filing systems Reviewing and approving supply requisitions. Assigning and monitoring clerical functions Scheduling meetings and appointments within the office. Managed contract and price negotiations with office vendors, service providers and office leases. Managed office G &A budget, ensure accurate and timely reporting Provided general support to clients. Assisted with the onboarding process for new hires Addressed employees inquiries regarding office management issues (e.g. stationery, hardware and travel arrangements) Melissa D. Marescot

8821 Sunrise Lakes Blvd. Bldg. 67 Apt 309 Sunrise, FL 33322 Mobile: 202-***-**** & Email Address: ***********@******.*** Bright Star Credit Union, Plantation, FL December 19, 2013 - October 27, 2016 Member Service Representative

2016 Top Loan & Credit Card Referrer for Member Service Center (Est. Amt. over $1,000.000.00 and counting) 2014-2016 Top Loan & Credit Card Referrer for Member Service Center Received the most Compliment Calls in the Member Service Center for the past 3 years I always “Wowed” & impressed members with great service, while living up too Service Promises of Brightstar Credit Union expects. Sold Credit Union products and services to meet members and potential member needs. Trained Branch Suite, New Star, Star Track, FIS Client Link for Debit Card & Credit Cards, Online Bright Star Administration, Harland Clarke, Crif. Promote all BSCU products & services including BSCU extended products, mortgages, & investments. Assisted members by determining appropriate accounts & services to offer based on individual needs. Open and closed accounts answered members’ questions and resolved members’ problems that are within the position’s authority to resolve. Completed maintenance on accounts (to include ATM/Debit card ordering, disputes, fraud, payroll or direct deposit issues, call 24 and pc banking). Identifying the financial needs of the members and suggesting products or services that would meet their needs. Provided outstanding services to each internal and external member as defined by our Service Standards and Promises. Completed loan interviews, applications, retrieve proper loan documentations and completed final loan closings. Responded to inquiries & requests for information, including account information, basic IRA questions, loan questions and more. Resolved member problems. Accepted and processed new memberships and account/loan applications. Performed transactions for members such as transfers, payments and more.

Education

Graduated from American Academy High School September 2004 Awards

American Express, Sunrise, FL February 21, 2022, to April 24, 2025 as a Platinum Customer Care Agent I received 2 Gift Cards, Blue Box points and Monthly Bonuses

Bright Star Credit Union, Plantation, FL December 19, 2013- Oct 27, 2016, as a Member Service Representative I received 18 Gift Cards 15 Certificates 6 Winners Circle Awards

Impact Computers and Electronics, Hollywood, FL March 08, 2010 - May 22, 2013, as a Senior Customer Service Representative I received 10 Bonuses A free trip to Busch Gardens in Orlando Florida. Volunteer Work

Broward Community College, Coconut Creek, FL Summers of 1998-2000 Teacher Assistant: Assisted senior citizens in the use and familiarizing them with computer software Concentrations in Microsoft Word, Excel, PowerPoint, and WordPerfect.

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