Summary
Overview
Work History
Skills
Timeline
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Melissa Hannell

Umina Beach,NSW

Summary

Knowledgeable and dedicated customer service professional with extensive experience in this industry. Solid team player whilst also being highly self-motivated, with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Office Manager

Built By Dave
01.2020 - Current
  • Maintained computer and physical filing systems.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Managed office operations while scheduling appointments
  • Delivered performance reviews, recommending additional training or advancements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Gym Manager

Anytime Fitness
01.2016 - 11.2019
  • Trained employees on general policies and procedures, gym rules and duties.
  • Generated leads through sales promotions and word of mouth.
  • Interviewed and hired gym staff and personal trainers for various roles.
  • Set and managed employee work schedules for coverage in assigned areas.
  • Evaluated team members and offered helpful feedback by observing while performing duties and offering services to customers.
  • Developed sales strategies and coached staff on selling tactics to maintain high percentage of membership enrollments.
  • Oversaw gym's childcare center by monitoring staff and operations.
  • Demonstrated strong knowledge of all fitness equipment and explained to customers how to properly use each machine.
  • Responded promptly to customer issues and resolved problems through effective communication and decision making skills.
  • Trained newly hired employees, offering insight into job duties and providing positive feedback on work.
  • Set clear sales goals for each employee, tracking progress and milestones and offering support and assistance.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Assisted in recruiting, hiring and training of team members.
  • Recruited, hired, and trained initial personnel.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Delivered performance reviews, recommending additional training or advancements.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Call Center Representative

Scribal Group
01.2018 - 01.2019
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Call Center Representative

Carnival Australia
01.2005 - 05.2007
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Attended telephone skills and program information training sessions to gain further skills.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained new staff on company operations, policies and services.

Skills

  • Administering Payroll
  • Scheduling
  • Billing and Invoicing
  • Email Correspondence
  • Leadership
  • Excellent Multitasking Abilities
  • Workflow Optimization
  • Database Administration
  • Clerical Support
  • Policy Implementation
  • Organizational Skills
  • Administration and Operations

Timeline

Office Manager

Built By Dave
01.2020 - Current

Call Center Representative

Scribal Group
01.2018 - 01.2019

Gym Manager

Anytime Fitness
01.2016 - 11.2019

Call Center Representative

Carnival Australia
01.2005 - 05.2007

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Melissa Hannell