Melissa Wilson
Evansville
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
30
30
years of professional experience
Work History
Customer Support Senior
OneMain Financial
Evansville
11.2019 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Customer Support Specialist
Vectren Energy Delivery
Evansville
01.2002 - 07.2017
- Provided timely support to customers regarding service inquiries and billing issues.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Assisted in training new staff on customer support protocols and software systems.
- Documented customer interactions accurately in the customer relationship management system.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Analyzed customer feedback to identify trends and improve service quality.
- Managed high-volume inbound calls while maintaining professional conduct and patience.
- Educated customers on energy-saving programs and available resources for assistance.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Recorded all customer interactions into the database system accurately and completely.
- Created detailed reports on customer feedback for management review.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Maintained positive working relationship with fellow staff and management.
- Performed variety of clerical and administrative duties pertaining to on-site support.
Military
United States Navy, USN
Kingsbay
12.1995 - 03.1999
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Achieved cost-savings by developing functional solutions to problems.
Education
High School Diploma -
John Ehret High School
Marrero, LA05-1995
Some College (No Degree) -
Ivy Tech Community College of Indiana
Evansville, INSkills
- Customer relationship management
- Data analysis
- Process optimization
- Service delivery improvement
- Conflict resolution
- Cross-functional collaboration
- Team coordination
- Training development
- Problem solving
- Effective communication
- Time management
- Research skills
- Problem-solving
- Multitasking Abilities
- Dependable and responsible
- Verbal communication
- Microsoft office
- Written communication
Timeline
Customer Support Senior
OneMain Financial
11.2019 - Current
Customer Support Specialist
Vectren Energy Delivery
01.2002 - 07.2017
Military
United States Navy, USN
12.1995 - 03.1999
High School Diploma -
John Ehret High School
Some College (No Degree) -
Ivy Tech Community College of Indiana
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