Program Analyst - Customer-Focused Operations Professional
Resume:
SUMMARY
SKILLS
EXPERIENCE
MELISSA
GATES
******.**@*****.***
McMinnville, OR 97128
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
• A/P
• A/R
• Customer Service
• Budget management
• Records management
• Policy development
• Operational efficiency
• Client relations
• Problem solving
• Effective communication
• Attention to detail
• Team collaboration
• Proficient in Microsoft Suite
• Budget planning
• Analytical thinking
• Crisis management
• Data collection
• Problem-solving aptitude
• Organizational management
• Decision-making
• Active listening
• Professional demeanor
• Interpersonal skills
• Organizational skills
• Excellent communication
• Continuous improvement
• Improve procedures
• Multitasking capacity
• Reliability
• Professionalism
• Problem-solving
• Time management
PROGRAM ANALYST 02/2019 to Current
USDA Farm Service Agency - Mcminnville, Oregon
• Analyzed program data to support decision-making and policy development.
• Developed reports summarizing program performance and participant feedback.
• Assisted in budget preparation for various agricultural assistance programs.
• Collaborated with cross-functional teams to improve operational efficiencies. Developed and maintained a database of program information to track progress and identify areas for improvement.
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Managed day-to-day operations of multiple programs simultaneously while ensuring quality standards are met throughout all phases.
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• Created customer-facing reports and documents to maximize transparency. Reviewed feedback from customers regarding their experiences with existing programs in order to identify areas needing improvement or enhancement.
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Provided technical support during the implementation phase by troubleshooting any issues that arise along the way.
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Organized workshops designed to educate staff on new policies or procedures associated with specific programs.
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• Reviewed established procedures to assess areas in need of improvement. Devised new and improved records management programs to organize and protect data.
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CUSTOMER SERVICE SPECIALIST 04/2017 to 11/2018
Willamette Community Bank - Albany, OR
• Provided excellent technical support
• Assisted customers with account inquiries and transaction processes.
• Educated clients on banking products and services available.
• Resolved customer complaints efficiently through effective communication.
• Trained new staff on customer service protocols and best practices. CERTIFICATIONS
ASSESSMENTS
• Utilized banking software to manage customer accounts and transactions efficiently. Maintained a high level of professionalism while interacting with customers via phone or email.
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Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
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• Answered incoming customer inquiries regarding product and service information. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
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Assisted customers with account maintenance such as resetting passwords and updating contact information.
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Helped customers open accounts, make deposits, update information, and carry out range of routine actions.
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• Followed up with customers after transactions to ensure satisfaction levels were met. CUSTOMER SERVICE SPECIALIST 07/2014 to 04/2017
Best Buy - Salem, OR
• Resolved customer complaints efficiently through effective communication.
• Collaborated with team members to improve service delivery processes.
• Trained new staff on customer service protocols and best practices. Provided assistance to customers in navigating website, placing orders, and resolving complaints.
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Processed returns, refunds, exchanges according to company policies and procedures.
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Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
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Developed strategies for improving customer service processes based on feedback from customers and team members.
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• Upheld quality control policies and procedures to increase customer satisfaction. Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
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• Addressed customer questions and concerns regarding products and services.
• Maintained up-to-date knowledge of product features and benefits. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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• Developed strong customer relationships to encourage repeat business. Remained calm and professional in stressful circumstances and effectively diffused tense situations.
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Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
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Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
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Exceeded established service goals while leveraging customer service, sales and employee management best practices.
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Assisted customers with price checks, lifting heavy items and addressing other inquiries.
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• Excelled in exceeding daily credit card application goals. Oregon Notary Public, 01/01/18, 01/31/22
Customer Focus & Orientation Skills, Highly Proficient, 12/01/18, https://share.indeedassessments.com/share_assignment/yb-n6ykcy6-l41sf
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Customer Service Skills, Highly Proficient, 12/01/18, https://share.indeedassessments.com
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Verbal Communication, Highly Proficient, 12/01/18, https://share.indeedassessments.com
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Sales Skills: Influence & Negotiation, Highly Proficient, 12/01/18, https://share.indeedassessments.com/share_assignment/vzstfsb4yge0qaja
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Scheduling Skills, Highly Proficient, 12/01/18, https://share.indeedassessments.com
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• Memorization & Recall Skills, Highly Proficient, 12/01/18, AWARDS
https://share.indeedassessments.com/share_assignment/q1q-y3rbuqhuglez Basic Word Processing Proficiency with Microsoft Word, Highly Proficient, 12/01/18, https://share.indeedassessments.com/share_assignment/q5k1pe0up3r4bl8d
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Written Communication, Proficient, 12/01/18, https://share.indeedassessments.com
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2024 Farm Service Agency Administrator's Award "Non Supervisor of the Year". (National Award)
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Contact this candidate