Melinda Scherman
Langebaan,WC
Summary
Customer support professional with track record of effectively managing high-pressure situations and delivering exceptional service. Known for fostering team collaboration and achieving results, consistently meeting and adapting to changing needs. Proficient in conflict resolution and customer relationship management, bringing reliability and flexibility to every role.
Overview
10
10
years of professional experience
Work History
Senior Customer Support Specialist
Genesis Digital LLC
07.2022 - Current
- Delivered outstanding service on Tier 1, 2 and 3 level tickets, emails and live chats, resulting in satisfied customers who provided positive testimonials.
- Enhanced customer satisfaction by resolving complex technical and billing issues and providing exceptional support.
- Increased overall customer lifetime value by offering upsells and downsells, and reduced churn by retaining customers through specialized pre-approved discounts.
- Assisted customers in making use of different features and provided troubleshooting and solutions to their issues using comprehensive written instructions and screen recording videos.
- Representment of disputes and chargebacks which enhanced the credibility of the business and minimized loss of revenue.
- Conducted in-depth research of customer accounts, customer online presence and business mission in order to advise on which products and packages would best suit their needs.
Customer Success Billing Supervisor
Genesis Digital LLC
05.2019 - 07.2022
- Developed comprehensive training materials for new hires to ensure a smooth onboarding process and rapid acclimation to company systems and procedures.
- Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
- Served as an authoritative resource for colleagues seeking expert advice on complex technical problems or procedural guidelines.
- Resolved challenging cases diplomatically while maintaining professionalism, preserving brand reputation with key clients.
- Increased staff efficiency through regular evaluations, targeted coaching sessions, and tailored performance improvement plans.
- Monitored KPIs and conducted regular performance evaluations of direct reports in order to provide feedback to improve overall efficiency.
- Enhanced team productivity by providing ongoing training, guidance, and support to billing staff members.
- Facilitated monthly meetings with team members to discuss performance metrics, share best practices, and address any concerns or challenges faced during the billing cycle.
- Identified trends in customer feedback, proposing solutions for improvement in product offerings or internal procedures.
Member Liaison
Club Mykonos Langebaan Home Owners Association
01.2018 - 05.2019
- Played an integral role in coordinating annual meetings or conferences involving a significant number of attendees.
- Facilitated open lines of communication between members and organization leadership, ensuring everyone''s voice was heard and considered in decision-making processes.
- Managed member data efficiently, ensuring accurate records for seamless communication and service delivery.
- Actively contributed ideas during brainstorming sessions aimed at enhancing overall member satisfaction levels.
- Collaborated with cross-functional teams to ensure optimal support for all members' needs and interests.
- Enhanced member satisfaction by addressing concerns and providing timely resolutions.
- Successfully managed multiple projects simultaneously, demonstrating strong prioritization and time management skills in a fast-paced environment.
- Developed strong relationships with members through personalized outreach and consistent followups.
- Delivered exceptional customer service, resolving complex issues with professionalism and empathy.
Assistant Manager & Head Waitress
Marc's Beach Bar
09.2014 - 01.2018
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
Bachelor of Arts - Psychological Counselling
University of South Africa
Cape Town, South Africa12-2025
High School Diploma -
Curro Langebaan Independent Private School
Langebaan, South Africa12-2013
Skills
- Escalation management
- Customer relationship management
- Customer service excellence
- Problem-solving
- Coaching and training
- Project management
- Verbal and written communication
- Attention to detail
- Leadership
Who am I outside of work?
In my personal life, I’m a mother of two young children who teach me more about myself (and how to practice patience) each and every day.
I’m an avid reader, with a special interest in anything in the fantasy genre. I love to listen to punk rock and play backgammon with my husband.
I’m a neat-freak, and a plant enthusiast. I’m at my absolute happiest when my feet are in the ocean and I have a hot coffee in my hand.
Timeline
Senior Customer Support Specialist
Genesis Digital LLC
07.2022 - Current
Customer Success Billing Supervisor
Genesis Digital LLC
05.2019 - 07.2022
Member Liaison
Club Mykonos Langebaan Home Owners Association
01.2018 - 05.2019
Assistant Manager & Head Waitress
Marc's Beach Bar
09.2014 - 01.2018
Bachelor of Arts - Psychological Counselling
University of South Africa
High School Diploma -
Curro Langebaan Independent Private School
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