Melissa

Over ten years of experience in fast-paced food and beverage retail and customer service. I have developed a strong foundation in active listening, conflict resolution, and personalized service to ensure high customer satisfaction. My approach focuses on proactively anticipating customer needs rather than just reacting to issues, allowing me to consistently turn challenging situations into positive experiences, often resulting in five-star reviews and increased customer loyalty.

Strong skills in cash handling, upselling, and team collaboration. Looking for part time work to further my skill sets.

CUSTOMER SERVICE REPRESENTATIVE - STEW LEONARD'S - NEWINGTON CT

(2007-01 - 2015-12)

• Act as the first point of contact, answer questions, provide information about products and services, and handle complaints or concerns in person, over the phone, or via other communication channels.
• Resolve customer issues using empathy, listening skills, and creative solutions, always adhering to the principle that the customer is right.
• Take orders, calculate charges, process payments, and handle billing or account changes.
• Be able to provide details and answer questions about the store's products and offerings.

CUSTOMER SERVICE REPRESENTATIVE - STEW LEONARD'S WINE & SPIRITS - NEWINGTON, CT

(2012-01 - 2015-12)

• Manage daily opening/closing procedures, ensure legal compliance with liquor laws (age verification), and maintain health/safety standards.
• Oversee stock levels, order new wine/spirits, and meet with sales representatives to evaluate new products.
• Recruit, train, and supervise personnel, develop work schedules, and evaluate performance.
• Plan promotional events (tastings), create inviting displays to increase sales, and set store financial goals.
• Provide expert advice on wine selections, resolve complaints, and build client relationships.

CUSTOMER SERVICE REPRESENTATIVE - BERLIN SPIRITS - BERLIN, CT

(2010-01 - 2017-12)

• Assist customers with purchases and provide product information or recommendations.
• Operate the cash register, process sales, and handle cash and other forms of payment.
• Ensure compliance with all liquor sales regulations, including requesting and checking identification.
• Develop Depp product knowledge to offer personalized recommendations for wines, spirits, and craft beers.

DIGITAL ADVERTISING OPERATIONS MANAGER - IHEARTMEDIA - NEW YORK, NY

(2021-01)

• Manage end-to-end implementation and optimization of digital ad campaigns across various platforms, ensuring proper targeting and ad placements.
• Collaborate with sales and marketing teams to develop tailored ad strategies and ensure seamless campaign execution.
• Monitor and analyze KPI's to identify trends and opportunities for campaign optimization and revenue growth.
• Conduct regular QA checks on ad creative and landing pages to ensure compliance with industry standards and client expectations.
• Identify and resolve technical issues related to ad serving, tracking, and reporting to maintain campaign accuracy.

Bachelor's Degree - Journalism - Southern Connecticut State University