Melissa Depung
Spartanburg
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Driven customer service supervisor offers several years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals.
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
18
18
years of professional experience
2002
2002
years of post-secondary education
Work History
Customer Service Manager
Ingles Markets Inc
Spartanburg
09.2014 - Current
- Managed customer service team to ensure high-quality support and satisfaction.
- Developed training programs for staff on service techniques and product knowledge.
- Implemented operational procedures to streamline customer service processes.
- Resolved customer issues quickly to maintain positive shopping experiences.
- Collaborated with department heads to enhance product availability and displays.
- Analyzed customer feedback to identify areas for service improvement.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Monitored phone calls to provide feedback and coaching.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Evaluated and authenticated returns, exchanges and voids.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Conducted research and reviewed findings to solve customer issues.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented quality control measures to uphold company standards.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
Server
Milanos Restaurant
Abbeville
07.2007 - 07.2012
- Delivered exceptional customer service in a fast-paced dining environment.
- Managed food and beverage orders using restaurant point-of-sale system.
- Collaborated with kitchen staff to ensure timely meal preparation and delivery.
- Trained new servers on menu items and service protocols effectively.
- Maintained cleanliness and organization of dining area throughout shifts.
- Assisted guests with menu selections, dietary restrictions, and special requests.
- Handled cash and credit transactions accurately during busy service periods.
- Resolved customer complaints promptly to maintain a positive dining experience.
- Provided excellent customer service to ensure satisfaction.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Provided exceptional service to high volume of daily customers.
- Took orders from customers accurately and in a timely manner.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Communicated with hosts, bussers, and kitchen staff to prepare for and serve customers.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Delivered food orders promptly and courteously.
- Cleaned tables and chairs to prepare dining area for next customers.
- Assisted in training new servers.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Followed health safety guidelines when preparing and serving food products.
- Checked food before serving it to customers.
- Greeted guests and provided menus.
- Promoted desserts, appetizers, and specialty drinks to optimize sales.
- Stayed informed about daily specials, new menu items, promotions.
- Trained new employees on restaurant procedures and plating techniques.
- Addressed complaints to kitchen staff and served replacement items.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Prepared drinks according to standard recipes.
- Implemented feedback from customers to improve service quality and menu offerings.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Explained menu items, describing ingredients and cooking methods upon request.
- Stocked service areas with supplies during slow periods.
- Informed customers of daily specials and signature menu items.
- Prepared checks, itemizing total meal costs and taxes.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Filled condiments and napkin containers during slack periods.
- Set up tables in between patrons to reduce wait times.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Monitored dining room for cleanliness and proper set-up at all times.
- Upheld high standards of sanitation in accordance with health department regulations.
- Accurately recorded orders on cash register and point-of-sale system.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Maintained records of transactions made during shift as required by law or company policy.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Trained new employees to perform duties.
- Served food and beverages to patrons and confirmed complete orders.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Presented menus and answered questions regarding items.
- Assisted in preparing salads, appetizers and desserts to speed up food service.
- Garnished dishes and beverages to serve visually appealing menu items.
- Responded to ad hoc cleaning duties at end of shift.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
Cook
O'Charley's
Summerville
07.2009 - 07.2011
- Prepared menu items following O'Charley's recipes and standards.
- Maintained cleanliness and organization of kitchen workstations.
- Operated kitchen equipment safely and efficiently during meal preparation.
- Collaborated with team members to ensure timely food service.
- Assisted in inventory management and restocking of kitchen supplies.
- Monitored food quality and freshness throughout preparation processes.
- Adhered to food safety guidelines and sanitation practices consistently.
- Contributed to a positive team environment through effective communication skills.
- Cleaned kitchen equipment, surfaces, utensils and dishes.
- Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
- Operated grills, fryers and broilers to cook items to quality guidelines.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction.
- Wrapped, dated and labeled food items in storage for safety and freshness.
- Followed established procedures and requirements for safe food handling, storage and service.
- Chopped, diced and sliced vegetables and fruit ahead of rush periods.
- Used standardized recipes and other instructions to prepare food.
- Maintained safe operations of food prep equipment to reduce complications and retain safety procedures.
- Enforced proper sanitation practices to prevent spoiling or contamination of foods.
- Organized storage areas for efficient usage of space.
- Carried pans and trays of food to and from work stations, stove, and refrigerator.
- Managed portion control using correct utensils during preparation and plating.
- Resolved customer complaints regarding food quality or services provided.
- Coordinated orders to expedite food from kitchen according to cook time and delivery time.
- Set up and performed initial prep work for soups, sauces, and salads.
- Retained consistent quality and high accuracy when preparing identical dishes every day.
- Provided guidance to junior cooks regarding food preparation methods and techniques.
- Coordinated with wait staff to ensure timely delivery of meals to customers.
- Interacted with waitstaff regarding special orders for customers with food allergies and gluten intolerance.
- Sanitized workstation at end of shift to minimize risk of salmonella and other food-borne illnesses.
- Set up work stations prior to opening to minimize prep time.
- Checked completed orders for correct quantity and quality.
- Monitored temperatures of prepared food and cold-storage areas.
- Memorized new menu items and ingredients quickly to help customers select items meeting needs and preferences.
- Operated kitchen equipment in alignment with OSHA protocols and manufacturer instructions.
- Distributed food to service staff for prompt delivery to customers.
- Prepared meals according to recipes and menus, adjusted ingredients and cooking times accordingly.
- Grilled and deep fried various foods from meats to potatoes.
- Adhered to food safety standards when storing and preparing foods.
- Replenished food items from inventory and rotated ingredients.
- Prepared and served meals by reviewing recipes and combining and cooking ingredients.
- Inspected kitchens for sanitary conditions before the start of each shift.
- Prepared a wide range of dishes according to menu specifications and chef instructions.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Made meals in accordance with company standards and requirements.
- Checked quality of food products to meet high standards.
- Prepared variety of foods according to exact instructions and recipe specifications.
- Chopped and diced vegetables and fruits to stock fridge ahead of busy periods.
- Adhered to regulatory standards regarding safe and sanitary food prep.
- Executed proper techniques when preparing menu item ingredients.
- Monitored supply inventory and rotated stock to maintain optimal freshness and reduce waste.
- Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
- Requested supplies and equipment orders, explaining needs to managers.
Education
Fitch Senior Highschool
Groton, CTSkills
- Customer service
- Team management
- Employee training
- Process improvement
- Conflict resolution
- Operational procedures
- Performance monitoring
- Data reporting
- Quality control
- Time management
- Communication skills
- Problem solving
- Relationship building
- Cash handling
- Customer retention
- Exceptional telephone etiquette
- Workforce management
- Schedule management
- Staff education and training
- Conflict resolution techniques
- Regulatory compliance
- Adherence to high customer service standards
- Customer relations
- Decision-making
- Problem-solving
- Staff management
- Customer feedback analysis
- Feedback collection
- Staff training
- Call monitoring
- Complaint resolution
- Product knowledge
- Training and coaching
- Deadline oriented
- Training and mentoring
- New hire training
Timeline
Customer Service Manager
Ingles Markets Inc
09.2014 - Current
Cook
O'Charley's
07.2009 - 07.2011
Server
Milanos Restaurant
07.2007 - 07.2012
Fitch Senior Highschool