MELISSA LANG
Danville
Summary
Customer service professional with a proven track record of increasing customer satisfaction and loyalty. Known for a collaborative work style that consistently produces positive results. Reliable team player with strong adaptability to changing priorities and excellent problem-solving skills.
Overview
5
5
years of professional experience
Work History
Customer Retention Specialist
Charter Communications, Spectrum
04.2025 - 06.2025
- Pursued sales opportunities to consistently hit quotas.
- Worked through questions, complaints and billing inquiries to keep customers focused on company benefits.
- Routed qualified opportunities to teammates for further development and closure.
- Used positive and upbeat communication style to get customers to open up about issues.
- Built relationships, developed trust and identified solutions to help customers meet financial obligations.
- Listened actively and leveraged probing questions to dig deeper into problems.
- Offered alternative solutions to retain customers' business and company revenue.
- Handled all interactions professionally to protect brand reputation.
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
Unarmed Security Officer- Lead
Allied Universal Security Services
05.2022 - 04.2024
- Collaborated with management team on implementing new security measures based on incident reviews.
- Performed crowd control duties during events to ensure safety of all attendees.
- Responded promptly to alarms and emergency situations, following protocol to minimize risk.
- Utilized conflict resolution skills to defuse potential disturbances among visitors or employees.
- Enforced property rules and regulations to maintain order and prevent disturbances.
- Reported safety hazards discovered on patrols to appropriate department for resolution.
- Maintained confidentiality of sensitive information encountered while performing duties.
- Distributed security-related educational materials to staff as part of awareness initiatives.
- Completed full building and grounds patrols to spot and investigate concerns.
Hotel Front Desk Clerk
Quality Suites Hotel
06.2021 - 11.2021
- Anticipated and fulfilled guest preferences to increase guest satisfaction and improve customer retention.
- Answered inquiries about hotel services travel directions, nearby shopping, restaurants and entertainment venues.
- Upsold hotel facilities and services to drive revenue.
- Streamlined check-in and check-out processes to reduce wait times and improve operational efficiency.
- Managed complaints, handled disputes, and resolved conflicts.
- Registered and assigned rooms to guests, provided room keys, received messages and maintained accounts.
- Advised housekeeping staff of vacated rooms ready for cleaning.
- Managed check-in, check-out and guest service tasks.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
Customer Service Representative
City Of Austin - Utilities
02.2020 - 03.2021
- Answered inbound calls to greet and assist customers with various needs and questions.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- De-escalated customer complaints using specialized communication techniques.
- Navigated multiple systems to identify source of issue.
- Documented detailed notes in CRM system to track customer interactions.
- 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.
Education
Associate of Science - Accounting
Colorado Technical University
Colorado Springs, CO02.2025
GED - undefined
Austin Academy
Austin, TX09.2003
Skills
- Client relations experience
- Detail-oriented data management
- Strong interpersonal communication
- Retention strategies
- Excellent communication skills
- Problem-solving skills
- Time management
- Attention to detail
- Active listening
- Payment processing
- Invoice processing
- Clerical support
Timeline
Customer Retention Specialist
Charter Communications, Spectrum
04.2025 - 06.2025
Unarmed Security Officer- Lead
Allied Universal Security Services
05.2022 - 04.2024
Hotel Front Desk Clerk
Quality Suites Hotel
06.2021 - 11.2021
Customer Service Representative
City Of Austin - Utilities
02.2020 - 03.2021
GED - undefined
Austin Academy
Associate of Science - Accounting
Colorado Technical University
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