Melissa Grove
Customer Service
Curwensville,PA
Summary
Dynamic Customer Service Representative with 10+ years experience and a proven track record at Capital One, adept at resolving complex inquiries,tech troubleshooting and enhancing customer satisfaction. Skilled in Salesforce CRM and complaint resolution, I consistently achieved high metrics while fostering strong relationships. My empathetic approach and technical troubleshooting abilities drive effective solutions in fast-paced environments. I am a great asset to any company and work well with others.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Capital One Remote
01.2022 - 12.2023
- Resolved 50–70 high-volume financial inquiries daily via phone, chat, and email, consistently maintaining or exceeding metrics and CSAT.
- Optimized First Contact Resolution through expert navigation of Salesforce CRM and internal knowledge bases to provide immediate, accurate solutions.
- De-escalated complex billing and account security issues with high emotional intelligence, reducing the need for supervisor intervention or call transfer.
- Collaborated with a distributed team using Slack and Microsoft Teams to maintain seamless 24/7 service coverage in a fully virtual environment.
- Achieved and maintained an Average Handle Time (AHT) of 2-4 minutes while ensuring 100% adherence to strict financial compliance and data privacy regulations.
- Mentored new hires on remote workflows and CRM best practices, improving overall team productivity by doing so.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Product Sales and Support Representative-Remote
American HomePatient
04.2020 - 06.2021
- Streamlined order processing and fulfillment workflows, reducing Average Handle Time (AHT)while ensuring accuracy in high-volume environments.
- Delivered expert-level omnichannel support (phone, chat, email) in a distributed team environment using Slack, Microsoft Teams, and Zoom.
- Navigated complex billing and technical de-escalations with high emotional intelligence, effectively reducing supervisor escalations or transfers.
- Resolved complex technical inquiries for accounts, maintaining a 90% retention rate by providing tailored solutions and product demonstrations.
- Collaborated with product teams to translate customer feedback into actionable process improvements, increasing overall Customer Satisfaction (CSAT) scores.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Responded proactively and positively to rapid change.
CNA
Arcadia Health Care
03.2006 - 01.2018
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Delivered compassionate care for a diverse population of patients daily, consistently achieving a 95% patient satisfaction rating.
- Monitored and recorded Vital Signs (blood pressure, pulse, respiration) with accuracy, proactively reporting health changes to RNs that prevented critical escalations.
- Optimized patient safety by strictly adhering to Infection Control Protocols and HIPAA regulations, contributing to a reduction in facility-acquired infections.
- Facilitated seamless Activities of Daily Living (ADLs) including bathing, feeding, and grooming, while maintaining patient dignity and comfort.
- Collaborated with interdisciplinary teams (RNs, LPNs, Doctors) to implement individualized care plans and update Electronic Health Records (EHR).
- Assisted with safe patient transfers and mobility exercises using Hoyer lifts and proper body mechanics to ensure zero staff or patient injuries over 10 years
Education
High School Diploma -
Bellefonte Area Jr/Sr High
Bellefonte, PA06.2004
Skills
- Positive and professional
- Scheduling
- Complaint resolution
- Problem resolution
- Data collection
- Refund management
- Product and service solutions
- Technical support
- Problem-solving
- Customer service
- Dispute resolution
- Decision-making
- Relationship building
- Microsoft Excel
- Customer education
- Microsoft office expertise
- Technical troubleshooting
- Microsoft outlook
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Customer Service Representative
Capital One Remote
01.2022 - 12.2023
Product Sales and Support Representative-Remote
American HomePatient
04.2020 - 06.2021
CNA
Arcadia Health Care
03.2006 - 01.2018
High School Diploma -
Bellefonte Area Jr/Sr High