Malissa Conley
Portage
Summary
30 plus years of experience in customer service as a health professional, educator, coordinator, production supervisor, food-service worker and manager, case manager, security officer, and quality control and assurance supervisor. Wide variety of experience has created a unique skill set that allows for quick problem-solving and thinking critically outside the box in a variety of situations. 30 plus years of customer service experience has created a culture of customer service excellence along with becoming an excellent team player and a team leader. Thrive on building relationships with team members and customers who receive customer service excellence with every interaction they receive.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Associate
Luke's
Valparaiso
10.2025 - Current
- Collaborated with team members to improve customer service experiences, resulting in higher customer satisfaction.
- Resolved customer inquiries and complaints effectively and efficiently.
- Built strong relationships with customers through attentive and friendly service, fostering loyalty.
- Maintained cleanliness and safety standards throughout the store environment.
- Performed cash register functions accurately and efficiently.
- Stocked shelves with merchandise and ensured product displays were neat and orderly.
- Managed multiple tasks simultaneously while ensuring accuracy and quality of service.
- Ensured compliance with company safety regulations at all times while on the job.
Hostess/Bartender
Pizza Terra
09.2025 - Current
- Manages front end of house including maintaining flow, keeping common areas free of clutter, engaging with customers as they walk in the door
- Bartender on weekends making drinks for servers and serving drinks in the lobby as customers wait to be seated
- Restocked bar area with supplies to ensure availability of beverages.
- Supported servers during peak hours to ensure efficient food service.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout the dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Answered customer questions about hours, seating, and menu information.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Seated patrons based on guest preferences and seating availability.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Managed customer expectations during busy periods to minimize service complaints and enhance guest satisfaction.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain a welcoming appearance.
- Took initial drink orders and relayed information to wait or bar staff.
- Fostered positive customer relationships to enhance business loyalty and repeat patronage.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
Store Supervisor
The UPS Store
10.2024 - 08.2025
- Supervised daily operations by directing customer service, inventory and sales operations.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Streamlined store operations for increased productivity by establishing clear work procedures and staff responsibilities.
- Achieved certification in shipping and packing processes to enhance operational efficiency.
- Managed supply chain by ordering products from suppliers, negotiating prices and requiring on-time delivery.
- Conducted weekly inventory assessments to ensure product availability and minimize losses.
- Improved store efficiency by implementing effective inventory management and product merchandising techniques.
- Streamlined checkout process to reduce customer wait times and increase overall satisfaction.
- Resolved customer complaints with empathy and efficiency, maintaining a high level of customer trust.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
- Enhanced customer experience through attentive service and prompt resolution of issues.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
- Enhanced customer loyalty through personalized solutions and prompt resolution of concerns.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Trained new employees on customer service excellence, resulting in more efficient and effective team.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Developed a positive work environment by fostering teamwork, providing regular feedback, and acknowledging employee accomplishments.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Managed cash handling processes accurately to maintain financial integrity within the store''s daily transactions.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Coordinated with management team to set and achieve realistic sales targets.
- Answered questions about store policies and addressed customer concerns.
- Assisted customers with various tasks, consistently demonstrating professionalism and commitment to service excellence.
- Provided excellent customer service to all customers and all times.
- Managed cash handling processes accurately to maintain financial integrity within the store's daily transactions.
- Oversaw daily operations to ensure smooth and efficient store function.
- Enhanced product knowledge among staff, enabling more informative and persuasive sales interactions.
Customer Service
Tractor Supply
04.2024 - 10.2024
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Ensured client requests were addressed promptly to resolve issues effectively.
- Took ownership of customer issues and followed problems through to resolution.
- Managed complex customer issues, coordinating multiple internal resources to implement effective solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Maintained extensive product knowledge to assist customers with inquiries and concerns effectively.
- Cultivated strong relationships with key clients through consistent communication and tailored support.
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Answered pricing inquiries and provided updates on inventory availability.
- Managed cash transactions accurately at POS system to prevent company losses.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Fostered a culture of continuous improvement, leading to consistently high service standards.
Front End Associate
Walmart
04.2023 - 06.2024
- Processed returns and provided financial services, such as money orders and money transfers.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Provided exceptional customer service by promptly addressing and resolving customer inquiries and complaints to ensure satisfaction.
- Answered questions about store policies and addressed customer concerns.
- Streamlined checkout process by efficiently handling transactions and bagging items, resulting in reduced wait times for customers.
- Improved efficiency by multitasking during peak hours, simultaneously managing cash register and directing floor activities.
- Fostered positive shopping experience, greeting customers with a smile and offering help in locating products.
- Maintained up-to-date knowledge of store policies and promotions to provide accurate information to customers.
- Maintained clean and safe shopping environment, promptly cleaning spills and ensuring aisles were clear.
- Restocked shelves with merchandise, ensuring compliance with safety standards.
- Replaced merchandise stock throughout check-out lines and end-cap displays.
- Ensured pricing accuracy, regularly checking and updating price tags and promotional signage.
- Enhanced store appearance by organizing products and maintaining fully stocked shelves to improve customer experience.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
Store Leader Trainee
Speedway/7-ELEVEN
11.2022 - 04.2023
- Maintained proper food preparation and storage to ensure food safety guidelines are met
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Ensured cleanliness and visual appeal of store environment to enhance customer shopping experience.
- Recruited trained, and developed a high-performing team of retail associates committed to delivering exceptional service.
- Monitored daily store operations to ensure compliance with company policies, safety regulations, and government guidelines.
- Implemented loss prevention strategies through improved security measures like surveillance cameras installation or staff training programs on theft detection techniques.
- Increased store sales by implementing effective merchandising strategies and creating eye-catching displays.
- Assisted in the implementation of new retail technologies, including point-of-sale systems and mobile applications, increasing operational efficiency.
- Ensured timely execution of visual merchandising updates according to corporate directives while adhering to store budget constraints.
- Resolved customer issues to support team members and uphold high standards of customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored cash discrepancies and inventory shrinkage to safeguard store assets.
- Supervised daily operations to ensure store functionality and customer satisfaction.
- Handled administrative duties such as payroll processing, timekeeping management and employee evaluations.
- Performed daily opening and closing procedures, including counting money in registers and balancing receipts against sales.
- Supervised cashiers and other employees to ensure efficient operations of the store.
- Conducted inventory management activities such as cycle counts and stock replenishment.
- Delegated work to staff, setting priorities and goals.
Quality Supervisor
Actalent
05.2022 - 11.2022
- 6-month contracted job as a quality control / assurance supervisor in a bakery setting.
- Monitored activities and supporting systems in production settings to check compliance with all institutional and regulatory requirements
- Ensured effective implementation of quality assurance programs for product consistency.
- Implemented robust documentation systems for tracking non-conformances, corrective actions, preventative measures, and process improvements over time.
- Enhanced product quality through implementation of stringent inspection processes and delivery of comprehensive feedback to production teams.
- Streamlined quality control procedures for increased efficiency and reduced production downtime.
- Conducted thorough audits of production processes to identify potential risks and implement corrective measures proactively.
- Optimized resource allocation by adjusting staffing levels and equipment utilization to align with production schedules and quality objectives.
- Developed monthly reports showing inspections and improvements.
- Facilitated effective communication between departments regarding product specifications, tolerances, and testing requirements.
- Collaborated with cross-functional teams to establish quality standards and ensure compliance with industry regulations.
- Championed lean manufacturing principles, achieving waste reduction and fostering cost savings within the organization.
- Promoted a safety-first mindset among team members through regular training sessions on safe work methods and equipment usage protocols.
- Directed and supervised 10 employees involved in product inspection and quality control procedures.
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Trained personnel in sampling techniques and testing protocols for raw materials and finished products.
- Coordinated disposal of discrepant materials unsuitable for rework or recycling.
- Determined quality department standards, practices, and procedures.
Correctional Caseworker/Officer
IDOC
11.2021 - 05.2022
- Managed a group of approximately 80 offenders finding appropriate programs preparing them for release.
- Monitored case progress to ensure timely completion and compliance with regulations.
- Assessed and evaluated clients' needs, determined eligibility for services, and developed individualized plans.
- Created treatment or service plan meeting each client's individualized needs.
- Recorded case notes and performed follow-up documentation for admitted and transferred patients; led both group and individual counseling sessions.
- Engaged with multidisciplinary teams to coordinate care and ensure comprehensive client support.
- Collaborated with multidisciplinary teams for improved client outcomes and coordinated care.
- Documented progress in treatment plans, educational, and recreational activities and maintained updated case records.
- Facilitated client support groups to provide resources and assistance.
- Coordinated vocational training opportunities for clients, leading to increased employment prospects.
- Enhanced client well-being by developing comprehensive case plans addressing individual needs.
- Facilitated access to community resources, enhancing client self-sufficiency and independence.
- Assessed needs of each client and recommended appropriate services and resources.
- Conducted thorough assessments to determine client eligibility for various programs and services.
- Determined eligibility and suitability for programs by performing client intake interviews and bio-psycho-social assessments.
- Improved client outcomes by developing and implementing tailored case management plans.
- Established trusting relationships with clients, fostering open communication and rapport building.
- Ensured adherence to state regulations by maintaining timely documentation and meeting reporting deadlines.
- Monitored client progress towards goals and provided plan adjustments.
- Customized intervention strategies to client needs, promoting more effective and personalized support.
Yard Marshal
Amazon
08.2021 - 11.2021
- Coordinated truck traffic in and out of yard, ensuring timely unloading and loading operations.
- Supervised unloading and loading operations, consistently upholding safety standards.
- Monitored safety protocols and ensured compliance with company standards.
- Oversaw logistics processes to enhance shipping and receiving efficiency.
- Operated material handling equipment to transport goods within the facility.
- Led the initiative to establish the Valparaiso facility, but it ultimately did not launch.
Line Supervisor
Tyson Foods
10.2014 - 05.2021
- Supervised a team of approximately 20 to 30 team members on production lines, supervised production in multiple departments from start of production to moving finished product out.
- Managed team of 30 production associates, overseeing productive production processes and meeting all deadlines.
- Streamlined assembly line processes and implemented new strategies, enhancing overall production efficiency.
- Worked closely with USDA to ensure all food safety principles were followed, performed regular quality assurance and line checks for food safety.
- Followed safety procedures according to OSHA and Lock Out, Tag Out guidelines and properly handled hazardous materials.
- Held daily safety meetings with team members.
- Maintained a safe work environment by enforcing strict adherence to safety protocols and guidelines.
- Promoted a positive work culture by addressing employee concerns promptly, fairly, and consistently.
- Liaised between management and frontline staff to foster open communication and ensure timely resolution of issues.
- Coordinated with other supervisors within facility to manage operations between departments.
- Implemented best practices in workforce planning ensuring optimal staffing levels across all shifts without sacrificing productivity or quality.
- Developed comprehensive training programs for new hires to ensure rapid onboarding and acclimation to company culture and procedures.
- Monitored day-to-day production operations and identified methods to improve quality and efficiency.
- Mitigated production bottlenecks by identifying root causes of delays or inefficiencies and implementing appropriate solutions quickly.
- Resolved issues quickly to maintain productivity goals.
- Set and enforced performance-oriented production approach, significantly increasing worker output and reducing safety incidents.
- Established clear priorities and production quality standards.
- Inspected equipment, reported maintenance issues and expedited repairs to prevent downtime.
- Monitored project timelines and allocated resources effectively to complete projects on schedule.
- Recognized individual achievements and celebrated team successes to promote employee satisfaction and professional growth.
- Followed and improved operating procedures and best practices for line production.
Food Service & Training Manager
Hot Diggity Dawg
05.2013 - 08.2014
- Managed food preparation
- Enhanced customer satisfaction by consistently preparing high-quality dishes in accordance with menu specifications.
- Enhanced customer satisfaction with timely and accurate order fulfillment.
- Promoted a positive dining experience for guests by accommodating special requests and promptly addressing any concerns or issues.
- Streamlined food preparation processes by organizing workstations and optimizing time management.
- Adapted quickly to changing menus or ingredient availability while maintaining creativity and culinary excellence in dish creation.
- Maintained a clean and sanitary kitchen environment, adhering to health department regulations and guidelines.
- Ensured compliance with all health and safety regulations, passing all inspections with high marks.
- Conducted regular kitchen equipment maintenance, preventing downtime and preserving food quality.
- Improved employee morale through open communication, fostering a positive and productive work culture.
- Developed and implemented contests and special events to enhance brand visibility and attract new clients.
- Handled cash transactions accurately to ensure financial accountability and prevent discrepancies.
Student Success Coordinator
Everest College
05.2011 - 05.2013
- Managed caseloads of diverse student populations, providing tailored guidance on achieving personal and academic goals.
- Advised graduating students on career building skills, enhancing job search strategies, resume writing, and interview preparation.
- Developed and implemented student success initiatives to recognize and encourage achievement.
- Guided students in developing effective leadership skills through interactive workshops.
- Provided one-on-one coaching sessions focused on goal-setting, time management, study skills, and stress management techniques.
- Conducted analysis of student data to guide targeted interventions and enhance program outcomes.
- Developed assessment tools to evaluate effectiveness of support services, facilitating continual improvement.
- Maintained up-to-date knowledge of best practices in higher education by attending professional conferences and participating in relevant webinars.
- Coordinated and supervised academic advising activities.
Faculty
Brown Mackie College
05.2010 - 05.2011
- Lecturer and clinical faculty
- Applied strong verbal and written communication skills to convey complex ideas clearly to diverse audiences.
- Demonstrated ability to collaborate effectively with team members.
- Provided support and guidance to team members during projects.
- Engaged in learning to enhance skills and professional development.
- Learned quickly and adapted to various environments, contributing to team flexibility and responsiveness.
- Took personal responsibility for timely completion of assignments, ensuring adherence to deadlines.
- Applied strong work ethic to stay organized and detail-oriented.
- Ensured attention to detail during the completion of tasks.
- Demonstrated proficiency in quickly learning and adapting to new concepts.
Patient Care Coordinator
Visiting Nurse Association
05.2009 - 05.2010
- Manage daily scheduling between care personnel and clients to ensure each individualized care plan was being completed in a timely fashion
- Liaison between doctor's offices and care providers
- Troubleshooting and problem-solving any scheduling conflicts
- Resolved client and staffing complaints or concerns.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Delivered excellent patient experiences and direct care.
- Increased patient satisfaction through efficient appointment scheduling and effective management of patient flow.
- Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Facilitated communication between patients and healthcare providers, ensuring timely responses to inquiries and enhancing patient engagement.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Provided compassionate support for families during difficult healthcare decisions, acting as a liaison between them and their loved ones'' medical team.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Advocated for patients' rights and needs, ensuring their voices were heard in care decisions.
- Optimized resource allocation, ensuring that necessary medical supplies were always available for patient care.
- Monitored patient progress and adjusted care plans as necessary, contributing to improved health outcomes.
- Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
- Improved patient care outcomes with meticulous follow-up on treatment plans and medications.
- Developed patient education materials, empowering individuals with knowledge about their conditions and care options.
- Ensured compliance with healthcare regulations and patient privacy laws, maintaining safe and a confidential environment.
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Addressed patient concerns and complaints with empathy and professionalism, fostering trust in healthcare services.
- Streamlined patient admission processes, reducing wait times and improving overall efficiency.
- Managed patient records with strict adherence to confidentiality and accuracy standards.
- Facilitated communication between patients and healthcare teams, ensuring clarity and understanding of treatment options.
- Collaborated with interdisciplinary teams to develop comprehensive care plans tailored to individual patient needs.
- Coordinated discharge planning, ensuring smooth transitions to home care or rehabilitation facilities.
- Provided essential information to patients, ensuring they understood their care.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Provided excellent customer service to patients and medical staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
Education
Bachelors of Science - Nursing
University of Hawaii
Honolulu, HISkills
- Customer relationship management
- Inventory management
- Cash handling
- Employee training
- Team building
- Process improvement
- Staff supervision
- Problem solving
- Effective communication
- Conflict resolution
- Quality assurance
- Time management
- Customer engagement
- Sales promotion
- MS office proficient
- Security system monitoring
- Customer relations
- Opening and closing procedures
- Financial operations management
- Store operations
- Vendor management
- Multitasking and organization
- Shift scheduling
- Customer service
- Inventory control
- Staff performance improvement
- Sales expertise
- Payroll management
- Team leadership
- Budgeting and cost control
- Expense tracking
- Bank and safe deposits
- Problem-solving
- Accurate cash handling
- Cash management
- Staff management
- Order management
- Policies and procedures
- Supply ordering
- Customer service management
- Loss prevention procedures
- Shift checklists
- Team development
- Operational efficiency
- Store opening and closing
Certification
Customer Service Award of Excellence - Awarded while working for UPS
Timeline
Associate
Luke's
10.2025 - Current
Hostess/Bartender
Pizza Terra
09.2025 - Current
Store Supervisor
The UPS Store
10.2024 - 08.2025
Customer Service
Tractor Supply
04.2024 - 10.2024
Front End Associate
Walmart
04.2023 - 06.2024
Store Leader Trainee
Speedway/7-ELEVEN
11.2022 - 04.2023
Quality Supervisor
Actalent
05.2022 - 11.2022
Correctional Caseworker/Officer
IDOC
11.2021 - 05.2022
Yard Marshal
Amazon
08.2021 - 11.2021
Line Supervisor
Tyson Foods
10.2014 - 05.2021
Food Service & Training Manager
Hot Diggity Dawg
05.2013 - 08.2014
Student Success Coordinator
Everest College
05.2011 - 05.2013
Faculty
Brown Mackie College
05.2010 - 05.2011
Patient Care Coordinator
Visiting Nurse Association
05.2009 - 05.2010
Bachelors of Science - Nursing
University of Hawaii