Virtual Support Manager with 10+ Years in Customer Care
Resume:
R
Melissa
Randle
melpresley**@gmail.c
om
Duncanville, TX 75116
SUMMARY
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Prioritizes multi-task responsibilities with attention to detail, follow-through, and excellent results. Earned a reputation for dedication, hard work, and integrity, with a commitment to professional excellence. Well-versed in internet operation, web search, and research. Committed to improving customer satisfaction and driving positive outcomes. SKILLS
Customer relationship management
Reservation sales
Complaint resolution
Staff training
Client retention
Team building
Performance evaluation
Problem solving
Effective communication
Time management
Conflict resolution
Leadership skills
Critical thinking
Analytical
Problem resolution
Organization and time management
Customer service
Calm under pressure
Flexible and adaptable
Attention to detail
Teamwork and collaboration
EXPERIENCE
Diamond Desk and Customer Care
Worked from home, TX
Hilton Worldwide/ Jan 2015 to Aug 2023
Provided personalized solutions to guest travel needs through reservation sales and customer service.
Maintained and updated guest information and sales data to ensure high levels of guest service.
Addressed and resolved any guest complaints or issues in a timely and professional manner.
Collaborated with hotel departments to ensure a seamless guest experience. Promoted to Diamond Desk, Guest Assistant level 3, and trainer after 5 months. Identified needs of customers promptly and efficiently. Recognized by management for providing exceptional customer service. Store Manager
McKinney, Texas
Slim4Life/ Feb 2009 to Jan 2015
Managed a weight loss clinic and a staff of 4-6 counselors. Counseled all clients through the weight loss process. Educated clients on nutrition, dietary programs, and positive reinforcement. Performed all managerial duties including paperwork, opening and closing the center, client retention, new employee training, and chart assessments. Advanced to Head Counselor after a few months.
Promoted to Assistant Manager after 6 months and was a top producer in the company every month.
Raised center revenue and client retention.
Managed daily store operations and ensured compliance with company policies. Trained and supervised staff to enhance customer service and operational efficiency. Resolved customer complaints promptly to ensure satisfaction and loyalty. Maintained store appearance by overseeing cleanliness and merchandising standards. Recruited, trained and supervised new employees.
Conducted daily store operations, including opening and closing procedures and cash handling.
Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
Evaluated store performance and incorporated feedback to implement improvement plans.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Resolved customer complaints in a timely manner.
Brand Manager/Sales Lead
Frisco, Texas
Bath and Body Works/ Sep 2007 to Mar 2009
Ensured total customer service and demonstrated a solid knowledge and understanding of design concepts according to company standards. Consulted and educated customers while presenting features and benefits of various products.
Assisted in training and developing staff.
Successfully led teams through floor sets and wall moves. Promoted after a few months to sales lead position then Brand Manager. Led store to rank number one in the district.
Developed brand strategies to enhance product visibility and customer engagement. Oversaw visual merchandising standards to maintain brand consistency in stores. Sales/Customer Service Lead
Carrollton, Texas
Duplium/ Jun 2000 to Oct 2005
Supervised a staff within the customer service department. Trained customer service representatives.
Managed the needs and requirements of high-revenue commercial accounts. Played a key role in increasing retention and raising customer satisfaction scores. Promoted to Customer Service Lead.
Resolved escalated issues from team members or customers in an efficient manner. Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations. EDUCATION AND TRAINING
Associate of Arts: Business
University of North Texas
Denton, TX
Business
Louisiana Tech
Ruston, LA
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