Customer Service Senior Support
Resume:
Melissa
Bohanan
Senior Support
Specialist/Management
Team
*** ****** ******, **. **********, US, 37388
****************@*****.***
Senior Support Specialist with over two decades of expertise in customer service and management, renowned for pioneering strategies that elevate client satisfaction and operational efficiency. Proficient in training, account management, and communication, fostering environments that inspire team collaboration and success. Committed to leveraging extensive skills to drive service excellence and innovate customer interaction processes.
Employment history
Senior Support
Specialist/Remote
management team,
Metropolis
Technologies/SP PLUS
Parking, Jun 2021 -
Present
Manchester, TN-Remote
Support
Manager/Trainer,
Metropolis
Technologies
Nashville, TN
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns • De-escalate situations involving dissatisfied customers, offering patient assistance and support • Call clients and customers to inform them about the company’s new products, services and policies • Guide callers through troubleshooting, navigating the company site or using the products or services • Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items • Collaborate with other call center professionals to improve customer service • Help to train new employees and inform them about the company’s customer management policies
Dec 26, 1977
Manage customer inquiries, ensuring satisfaction and seamless parking experiences.
Developed a dispute review process, boosting resolution efficiency. Guide patrons on equipment use, enhancing user experience. Address employee parking issues, providing effective solutions. Analyzed feedback, leading to improvements in service quality. Maintained accurate records of customer interactions, facilitating smoother operations and reducing confusion in ticketing processes. Fostered a positive customer environment by managing inquiries, resulting in heightened satisfaction and seamless parking experiences. Implemented a streamlined dispute review process, significantly enhancing resolution efficiency and boosting customer confidence. Maintained comprehensive records of customer interactions, ensuring clarity in ticketing processes and facilitating smoother operations. Analyzed user feedback to identify areas for improvement, leading to noticeable gains in service quality and customer engagement. Guided patrons on equipment use through effective communication, enhancing user experience and strengthening community trust. Employment history
Quality Control
Inspector, Zanini, May
2021
Decherd, TN
Sales/Customer Service
Associate, Prime
Communications
Tullahoma, TN
Ensure production meets standards, recommend process changes, inspect materials, measure products
Monitored production operations to uphold quality standards, ensuring compliance and enhancing product reliability.
Recommended process adjustments that led to measurable improvements in production efficiency and reduced waste. Inspected and tested materials using precision tools, identifying defects and driving corrective actions to maintain quality. Worked closely with production teams to develop solutions for quality issues, fostering a culture of continuous improvement. Emphasized teamwork and open communication, contributing to a positive work environment and collective success.
Manage cellular sales, enhancing customer satisfaction and loyalty. Optimize inventory for consistent product availability. Strengthen customer relations, driving repeat business. Implement cash handling protocol, reducing transaction errors. Boost overall efficiency in customer service operations. Fostered a welcoming environment by providing personalized service, encouraging customer trust and loyalty.
Coordinated inventory audits to maintain accuracy, significantly reducing discrepancies in product availability.
Managed cellular sales, achieving noticeable improvements in customer satisfaction and loyalty through tailored service approaches. Optimized inventory management processes, ensuring consistent product availability and reducing stock discrepancies significantly. Strengthened customer relations by implementing feedback loops, driving repeat business and enhancing overall customer retention. Implemented cash handling protocols, effectively reducing transaction errors and improving financial accuracy across sales operations. Employment history
Customer Retention
Specialist, TRG Ibex
Global
Spring Hill, TN
Owner/Manager, D&H
Country store &
Restaurant
Estill Springs, TN
Resolved billing issues, enhancing customer satisfaction and retention. Implemented solutions from feedback analysis, improving service quality.
Collaborated with teams to reduce escalations and improve service delivery.
Developed inquiry scripts for consistent and effective communication. Strengthened client relationships by addressing service gaps. Coordinated with teams to address escalated service issues, enhancing communication and ensuring timely resolution of customer concerns.
Maintained accurate records of customer interactions, streamlining communication processes and improving efficiency in issue resolution. Streamlined billing processes to resolve customer issues promptly, significantly boosting satisfaction and loyalty.
Worked closely with cross-functional teams to analyze feedback, leading to enhancements in service quality and customer engagement. Evaluated service delivery metrics to identify trends, implementing targeted strategies that reduced escalations and improved response times.
Fostered strong client relationships through proactive communication, ensuring concerns were addressed and service gaps minimized. Managed HR and bookkeeping, enhancing transaction efficiency and team productivity.
Streamlined inventory processes, ensuring consistent stock availability and fulfillment.
Improved customer relations, boosting satisfaction and repeat business.
Optimized scheduling, fostering work-life balance and reducing staff turnover.
Coordinated staff scheduling and drawer balancing, fostering teamwork and boosting overall staff productivity.
Implemented a new inventory management system, significantly reducing stock discrepancies and improving order accuracy. Cultivated a positive workplace culture, which enhanced team morale and contributed to higher customer service ratings. Employment history
Verizon Wireless
Customer Service
Representative,
Verizon, 2004 - 2007
Tullahoma, TN
Education
Roxana Sr High School,
Roxana, IL, 1992 - 1996
High school diploma
General studies
Skills
Upselling Customer Service Sales Microsoft Office
Accounting Communication Bookkeeping Human Resources Resolved customer issues, boosting satisfaction and retention rates significantly.
Analyzed customer feedback trends to identify service gaps, resulting in actionable improvements and marked enhancements in service quality.
Provided attentive and empathetic customer support, fostering a positive atmosphere that encouraged repeat business and strengthened relationships.
Proposed and implemented enhancements to product information systems, streamlining access for representatives and reducing response times.
Delivered exceptional customer service by actively listening to concerns, creating a welcoming environment that encouraged client trust and loyalty.
Streamlined the customer inquiry process, leading to faster resolution times and noticeable improvements in overall customer satisfaction. Monitored and analyzed service metrics, implementing data-driven strategies that resulted in measurable enhancements in service efficiency.
Spearheaded initiatives to optimize customer support workflows, achieving substantial improvements in response times and overall service satisfaction.
Conducted detailed analysis of customer service metrics, identifying key areas for improvement and implementing strategies that enhanced service efficiency.
Collaborated with team members to develop training resources, fostering a supportive environment that improved staff performance and customer interactions.
Implemented new customer feedback systems, streamlining data collection and enabling targeted enhancements in service delivery. Utilized active listening skills to address customer concerns, creating a trust-based relationship that encouraged repeat business and loyalty. Resolved complex customer issues, enhancing satisfaction and retention while fostering a culture of trust and loyalty. Skills
Cash Handling Office Management Data Entry Problem Solving Account Management Leadership Training
References
Tristan Holt
Peggy Walls
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