Melissa Ocel

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Customer Service

Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in customer relations.

Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Customer Service Representative at New York State Police (2023-02 – 2025-09)

Handled customer inquiries and suggestions courteously and professionally.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Service Representative at Spectrum (2016-02 – 2022-04)

Provided customer service support and resolved customer inquiries and complaints.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Processed customer service orders promptly to increase customer satisfaction.

Caregiver at Anytime Home Care (2021-03 – 2023-01)

Provided caregiving and personal assistance to clients.

• Assisted clients with activities of daily living, promoting independence and quality of life.
• Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
• Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
• Performed light housekeeping duties to maintain cleanliness standards while respecting the patient's personal space.

Front Desk Receptionist at AT&T (2020-05 – 2021-08)

Managed front desk operations and customer interactions.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Scheduled, coordinated and confirmed appointments and meetings.
• Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
• Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Enhanced customer satisfaction by providing efficient and professional front desk services.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Resolved customer issues quickly to close deals and boost client satisfaction.

Sales Manager at Comcast (2017-04 – 2020-04)

Managed sales team and developed sales strategies.

• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Increased sales revenue by developing and implementing effective sales strategies.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Met with clients, delivering presentations, and educating on product and service features and offerings.

Bachelor in Psychology – University Of Phoenix (2025)

Associate in Business Administration – Mildred Elley (2024-06)

High School Diploma – Troy High School (2008-06)