Melissa Fields
Berwyn,IL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
BSwift
09.2019 - Current
- Advise and inform employees of the details of the company's benefit programs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 'Managed approximately 40+ incoming calls, per day from customers.
Sales Account Manager
The Popcorn Factory
03.2017 - 08.2018
- Managed portfolio of 4 accounts totaling $100,000 in sales.
- Generating new sales using existing and potential customer networks
- Act as the point of contact and handle customers' individual needs
- Resolve conflicts and provide solutions to customers in a timely manner
- Built client relationships by acting as liaison between customer service and sales teams.
- Achieved higher client satisfaction ratings through consistent communication and problem resolution.
Dispatcher
Roadtex Transportation
06.2016 - 02.2017
- Directing the pick-up and delivery of freight
- Entering the dispatch information and loads into trucking software
- Processing BOL for fright pick-up
- Directed dispatching, routing, and tracking of 20 fleet vehicles.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Answered phone calls and responded to customer emails.
- Scheduled and organized delivery routes.
Seasonal CSR
FTD
01.2016 - 06.2016
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Taking inbound orders for flowers and specialty gift items
- Investigated and solve issues for customers in a timely fashion
- Processioning of credits and refund
- Documentation for all customer information and orders
Education
High School Diploma -
Glenbard West
Glen Ellyn, IL05.1999
Skills
- Customer service
- Active listening
- Critical thinking
- Computer proficiency
- Payment processing
- Professional telephone demeanor
Personal Information
Authorized To Work: US
Timeline
Customer Service Representative
BSwift
09.2019 - Current
Sales Account Manager
The Popcorn Factory
03.2017 - 08.2018
Dispatcher
Roadtex Transportation
06.2016 - 02.2017
Seasonal CSR
FTD
01.2016 - 06.2016
High School Diploma -
Glenbard West
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