Customer Service

Melvin A. Perdomo

New York, NY ***************@*****.*** 917-***-****

Professional Summary

Customer Service & Operations Leader with 10+ years of experience improving client satisfaction, retention, and service quality across hospitality and financial services. Proven track record of increasing customer retention by 25%, reducing costs by 10%, and boosting revenue by 15% through data-driven decision-making and team leadership. Skilled in customer relationship management (CRM), conflict resolution, and omnichannel support. Recognized for turning frontline interactions into long-term client loyalty.

Professional Experience

General Manager (Customer Service & Operations)

KOKO Seafood & Salad Grill – New York, NY

Oct 2019 – Aug 2023

●Increased revenue by 15% in one year by implementing customer-first initiatives and improving service quality.

●Enhanced customer satisfaction scores (CSAT) by coaching and developing a 15-member team to improve responsiveness and service delivery.

●Cut operational costs by 10% while maintaining high service standards and customer experience.

●Built strong customer relationships and vendor partnerships that drove repeat business and loyalty.

Customer Service & Sales Manager

Arthur’s Pool & Café – New York, NY

Oct 2019 – Aug 2023

●Designed and launched a customer engagement program that boosted employee productivity by 20% and drove 30% over-target sales.

●Increased customer base by 15% and retention by 25% through loyalty-building strategies.

●Leveraged customer feedback and analytics to refine service delivery and improve Net Promoter Score (NPS).

Customer Service Associate (Frontline Support & Security)

Park Plaza Corp – Rego Park, NY

Oct 2012 – Sep 2018

●Delivered frontline support by resolving resident concerns and ensuring a safe, welcoming environment.

●Assisted with customer requests and escalated service issues to ensure quick resolution.

●Recognized for reliability, responsiveness, and professionalism in customer-facing interactions.

Risk Control Analyst (Customer Protection & Fraud Prevention)

Citigroup – Englewood Cliffs, NJ

Oct 2006 – Oct 2012

●Identified and investigated suspicious transactions, protecting customer accounts from fraud.

●Strengthened compliance and customer security protocols, improving fraud prevention accuracy.

●Collaborated with cross-functional teams to deliver risk-mitigation solutions for clients.

Customer Service Representative (Temporary Contract)

American International Group (AIG) – New York, NY

Jul 2003 – Sep 2003

●Provided first-line customer support, resolving technical and administrative issues.

●Delivered reports and presentations that supported customer insight and service improvements.

Education

AA, Business Management & Computer Information Systems

Bronx Community College – Bronx, NY (2008 – 2010)

High School Diploma

Brandeis High School – New York, NY (1999 – 2003)

Core Competencies

●Customer Experience (CX) & Retention

●Conflict Resolution & Escalation Management

●First Contact Resolution (FCR) & SLAs

●Net Promoter Score (NPS) & CSAT Improvement

●Omnichannel Support (Phone, Chat, Email, Social Media)

●Team Leadership & Training

●Compliance & Risk Management

●Process Optimization & Continuous Improvement

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