Melisa Fetterman
West Chester
Summary
Experienced in providing reliable and efficient customer service. Possesses strong communication and organizational skills to excel as the initial point of contact and effectively manage general administrative tasks. Over a decade of experience in front desk operations and customer service, adept at handling inquiries and resolving issues promptly and professionally. Committed to delivering exceptional service with attention to detail, ensuring high levels of satisfaction in each interaction.
Overview
14
14
years of professional experience
Work History
Customer Service Advocate
UnitedHealthcare
09.2022 - Current
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Receptionist
Destination Salon and Spa
02.2011 - 10.2021
- Warmly greet clients, walk them to the proper beauty station and inform assigned beauticians of their arrival
- Book and confirm appointments via phone and email
- Process transactions (cash and credit cards) and issue receipts
- Offer beverages and chat with clients who are in the waiting area
- Welcome walk-ins, answer questions about services and schedule appointments based on availability
- Inform clients about new services and discounts
- Cross-sell services and products when appropriate (e.g
- Through informative brochures and gift cards)
- Update client records with contact and billing details, appointments and services offered
Sales associate
Gap INC
07.2014 - 10.2020
- Serves customers by helping them select products
- Drives sales through engagement of customers, suggestive selling, and sharing product knowledge
- Greets and receives customers in a welcoming manner
- Responds to customers questions
- Directs customers by escorting them to racks and counters
- Provides outstanding customer service
- Documents sales by creating or updating customer profile records
- Manages transactions
- Processes payments by totaling purchases, processing checks, cash, and store or other credit and debit cards
- Alerts management of potential security issues
- Assists with inventory, including receiving and stocking merchandise
- Keeps clientele informed by notifying them of preferred customer sales and future merchandise of potential interest
Education
Some courses -
Delaware County Community College
01.2020
High School Diploma -
PA Leadership Charter School
01.2011
Skills
- Communication skills
- Organizational skills
- Customer service
- Office equipment
- Processing transactions
- Verbal communication
- Record-keeping
- Ability to remain calm under stressful circumstances
- Meeting sales goals
- Selling to customer needs
- Product knowledge
- People skills
- Dependability
- Complaint Handling
- Critical Thinking
- Documentation
- Problem Resolution
- Active Listening
- Conflict Resolution
Timeline
Customer Service Advocate
UnitedHealthcare
09.2022 - Current
Sales associate
Gap INC
07.2014 - 10.2020
Receptionist
Destination Salon and Spa
02.2011 - 10.2021
Some courses -
Delaware County Community College
High School Diploma -
PA Leadership Charter School
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