Customer Service Independent Contractor
Resume:
Melissa Dunn-Childress
Roanoke, VA *****
*************@*******.***
Professional Summary
Seeking an opportunity to work for a stable company with a solid reputation of being as good to its employees as it is to their clients.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Willing to relocate: Anywhere
Work Experience
Independent Contractor
Lyft Drivers-Roanoke, VA
April 2021 to Present
Independent contractor driving for Lyft where I am an elite five-star driver. Picking passengers up making sure that they are comfortable and safe while taking them to their destinations. Customer Service Representative
Home Shopping Network (HSNi)-Roanoke, VA
July 2022 to January 2023
Worked remotely overnight taking inbound calls and placing orders for their sales department. Meeting all stats as well as upsells.
Fraud Investigator
Wells Fargo c/o Robert Half-Roanoke, VA
September 2019 to July 2022
Investigating Claims for fraud activity and making decisions on rather or not to pay the customer or deny the claims, having to maintain all stats as if in a call center even though there were very few outgoing calls done.
Admin
Camping World of Roanoke-Roanoke, VA
May 2018 to September 2019
• Greeting clients and directing them, to the appropriate department, or Salesperson. Distributing mail (interoffice, courier and regular mail) and coordinating courier pick-ups. Answering all incoming calls; and transferring to the correct area or person. Answering client questions regarding campgrounds, RVs, or Store Merchandise to the extent of my knowledge for the store. Registering all RV warranties; follow up on RV’s that need Service work done prior to being registered. Business Development Coordinator
Camping World of Roanoke-Roanoke, VA
April 2017 to May 2018
Continuously generated new clients and new sales leads for our Sales Team and maintained good relationships with existing clients. Assigned leads to Sales Team after setting appointments. Made reminder calls to the clients. Answered questions and tried to locate RV’s that the clients wanted. Ran reports as needed; answered incoming calls and returned emails in a timely manner, many other duties as assigned. Made copies of forms for Deal Jackets that were used by Sales Team. Updating Master Forms as needed.
Registration/Mobile APP, Assessment and Analytical Team Power School c/o Adecco Staffing-Roanoke, VA
October 2016 to April 2017
• Answering incoming calls and assisting the parents, teachers, and students in the process of registering for school, accessing, and creating tests and exams as well as assisting with the emails and chats that came thru for each. Creating documents for the new hire training classes for Registration and the Mobile App. Which will provide an in-depth step by step on the systems that they will be using as well as how to use each system - training new hires, Phone
Support, Chat Support, Email Support, data entry, customer service. Systems Used: Sales Force, PowerSchool, Mitel, Slack, Outlook, Word, Excel, Google Chrome, Google Translate, Zendesk, Clever, Power Source, Bomgar and Trello
Apheresis Tele-recruiter
American Red Cross c/o Adecco Staffing-Roanoke, VA December 2015 to October 2016
- Making outbound calls to Donors that are eligible for their next Platelet donations as well as making reminder calls for their appointments that are scheduled. Able to assist the Donor if they need to cancel or reschedule their appointments. Receiving incoming calls from Donors and/or other sites to assist the Donors with their needs. Making sure that Donor records are up to date. Emailing Donors with appointment reminders and/or request. Making sure that the Sites stay as full as needed for that day. Skill Set: Phone Support, Email Support, Meeting Quotas, Customer Service. Customer Resolution Specialist
Allstate Insurance Company-Roanoke, VA
January 2012 to December 2015
• Handled Incoming Customer/Agent Complaints in a timely manner. Researched and solved their issues as needed. Educated the customer as needed on the questions that they had so that they had a clearer understanding of their policies. Refunded and over-rode decisions at my discretion. Assisted in the handling of incoming calls to other departments as needed. Met goals as required. Other various duties as assigned. *** Technical Support Phone Representative Took incoming phone calls from Allstate Customers and their Agents. Researched and solved their issues when they were not able to log into the My Account part of the Allstate Website. Also, able to walk them thru how to register for the site as well as enrolling in E-Bill and E-Policy. Took payments for customers as needed and made sure that I followed up with each customer in a timely manner. Various other duties as assigned. I was then hired by the Customer Resolution Area. Skill Set: Phone Support, Email Support, Data Entry, Mentoring New Hires, Customer Service, meeting all stats as required. Education
Diploma in General
American Home School Roanoke
January 1992 to December 1993
Skills
• E-commerce
• Trello
• Data entry
• Upselling
• Customer service
• Operating Systems (10+ years)
• GAAP
• Financial services
• Human resources
• SharePoint
• Technical support
• Supervising experience
• Cash register
• Account Management
• Leadership
• Document management systems
• Cash handling
• HIPAA
• Workers' compensation
• Negotiation
• Research
• Banking
• Databases (10+ years)
• Microsoft Office
• Microsoft Excel
• Salesforce
• Medical records
• Supervisor (10+ years)
• Computer operation
• Windows
• Help desk
• PeopleSoft
• Customer support
• Statistics
• Analysis skills
• Time management
• Communication skills
• Interviewing
• Software troubleshooting
• Account management
• Business development
• Clerical experience
• Bomgar
• Documentation review
• Payroll
• Conflict management
• Mentoring
• Workday
• Data management
• Microsoft Word
• Recruiting
• Purchasing
• Workforce management
• Adobe Acrobat
• Fraud prevention and detection
• Accounts receivable
• Live chat
• Driving
• Employee Orientation (10+ years)
• Help Desk
• Zendesk
• Management (10+ years)
• Microsoft Outlook
• iOS
• Organizational skills
• Training & development
• CRM software
• Android
Certifications and Licenses
Driver's License
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