Melissa Le Roux
Customer Service Agent
Mosselbay
Summary
Passionate about helping people and eager to learn new things, improving skills, and taking on new challenges. Value receiving feedback and working collaboratively with different teams. Adaptable to new work environments and can easily integrate into new teams. Mission is to provide excellent customer service, overall support, and create positive and lasting relationships with people.
Dedicated Customer Service professional with knowledge of managing teams, service delivery, customer satisfaction and multitasking abilities. Polite, hard working and professional, successful in applying strong communication and problem resolution skills to each customer issue.
Opportunity to delve into diverse avenues of work including providing virtual assistance to high-level executives, overseeing projects from inception to completion, and managing social media channels. Always willing to take on added responsibilities to meet team goals.
Certified in Teaching English as a Foreign Language or Second Language to Speakers of Other Languages, with tutoring experience and experience as a volunteer at a translation office in South Africa, working on a technical support team. Experience teaching and volunteering helpful to connecting with people of diverse backgrounds and sharing knowledge effectively.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Ashley Black INC
02.2021 - Current
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Entered customer interaction details in sales system to track requests, document problems, questions, and record solutions offered.
- Helped 100+ customers every day with positive attitude and focus on customer satisfaction and problem resolution.
- Adapted to new applications, platforms and maintained knowledge of current technologies and trends.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding complications in fulfillment, account services, statements, and balances.
- Updated account information to maintain customer records.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Updated and assisted customers with active sales and promotions.
- Respond to complaints and reviews, resolving existing issues to prevent escalations.
Customer Service Manager
Ashley Black INC
02.2021 - 08.2022
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Generated customer satisfaction surveys to analyze results into action plans.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Au Pair
Nkaiseng
01.2019 - 12.2020
- Developed bilingual abilities in English and Afrikaans through immersive conversation and activities.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Transported children safely to school, activities and appointments on time.
- Implemented daily routine to maintain structure and stability
- Helped children complete homework assignments and school projects.
Language Tutor
Multiple Parents
01.2019 - 12.2020
- Administered standardized tests to assess student strengths and weaknesses.
- Supported students in development of critical thinking skills and perseverance to persist with challenging tasks.
- Assisted students in learning a Second or Third Language.
- Motivated students with accurate feedback and positive reinforcement.
- Assisted students in developing study skills and strategies.
Technical Support at Local Translation Office
Watchtower Bible And Tract Society
01.2017 - 04.2018
- Managed network and system performance, conducting troubleshooting, and maintenance.
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
Guest House Manager
African Footprints Lodge
01.2016 - 12.2016
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Provided exceptional service and assistance to guests upon check-in.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Developed and implemented marketing strategies to promote hotel services.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Oversaw day-to-day operations of
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
Education
Certificate - TEFL/TESL
Global Language And Training
Virtual 04.2001 -
High School Diploma -
Eunice Girls High School
Bloemfontein, South Africa 04.2001 -
Skills
Customer Service
undefinedCertification
TEFL/TESL
Platforms
- Zendesk
- Gorgias
- Shipstation
- Amazon Seller Central
- TikTok
- Shopify Plus
- Klaviyo
- Teamwork Tasks
- Monday.com
- Google docs; sheets.
- Microsoft Word; Excel.
- Recharge
- BBB- Texas
- Hubbstaff
- Keeper
- Rippling
Timeline
Customer Service Agent
Ashley Black INC
02.2021 - Current
Customer Service Manager
Ashley Black INC
02.2021 - 08.2022
Au Pair
Nkaiseng
01.2019 - 12.2020
Language Tutor
Multiple Parents
01.2019 - 12.2020
Technical Support at Local Translation Office
Watchtower Bible And Tract Society
01.2017 - 04.2018
Guest House Manager
African Footprints Lodge
01.2016 - 12.2016
Certificate - TEFL/TESL
Global Language And Training
04.2001 -
High School Diploma -
Eunice Girls High School
04.2001 -
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