Melissa Simon
City Of Saint Peters
Summary
Dynamic and results-oriented professional with extensive experience in customer service and financial aid counseling, notably at CarShield/HomeSafe and Lindenwood University. Exceeds in building rapport and resolving high-stress situations, demonstrating exceptional active listening and critical thinking skills. Achieved increased customer loyalty through empathetic service and effective dispute resolution, works to enhance overall team performance by sharing best practices when situation applies and potential for assistance is needed.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Financial Technician II role.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
CarShield
06.2021 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Detailed payment options and explained price, receipt and billing details to customers.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Store Supply Warehouse
10.2018 - 06.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Addressed customer account discrepancies and concerns.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
Financial Aid Counselor
Lindenwood University
08.2012 - 07.2018
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Provided financial aid counseling to enrolled and prospective students.
- Managed a caseload of students throughout their academic journey, ensuring timely completion of all required paperwork related to financial assistance.
- Participated in workshops aimed at educating students about available financial aid options, increasing awareness of potential resources.
- Maintained up-to-date knowledge on relevant laws, regulations, and policies surrounding higher education finance in order to provide accurate advice to students.
- Increased student satisfaction with financial aid services by addressing concerns promptly and providing clear guidance on procedures.
- Counseled students and parents about financial aid options and program details.
- Improved financial aid application processes by streamlining documentation and communication with students.
- Communicated with prospective students to illustrate available financial aid opportunities.
- Assisted customers with completing loan applications and other paperwork.
Education
Bachelor of Arts - Mass Communications
Lindenwood University
Saint Charles, MO12-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Professional telephone demeanor
- Building rapport
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled the processing of payment transactions as well as reviewed any automatic debit card transactions that customers had concerns or inquires on.
Awarded HomeSafe Team Player for July 2024
Received recognition for being a valued team player based my participation in team success for month of July by showcasing outgoing personality and willingness to help when the need arose in situations for assistance experienced by my other team mates or an overall team situation as deemed by my supervisors.
Timeline
Customer Service Representative
CarShield
06.2021 - Current
Customer Service Representative
Store Supply Warehouse
10.2018 - 06.2021
Financial Aid Counselor
Lindenwood University
08.2012 - 07.2018
Bachelor of Arts - Mass Communications
Lindenwood University