Melanie Hickman Email & Phone Number

• Maintain strong and positive relationships with customers through effective problem resolution and efficient service delivery.
• Demonstrates strong problem-solving skills to quickly identify customer needs and implement appropriate solutions.
• Respond to internal and external inquiries regarding order status, quotes, product information, and warranties.
• Manage an average of 60 calls per day, as well as multiple electronic correspondence accounts, to resolve shipping, invoice, and order status.
• Submit credit and debit requests for customer’s accounts

Dallas/Fort Worth Area

• Work in coordinated effort with team to reach established goals and initiatives.
• Determine customer’s needs by using listening skills, showing empathy and solving problems.
• Assures each customer is in a safe location and take immediate and appropriate action if necessary.
• Apply skill and knowledge to achieve quality standards including meeting all regulatory requirements.
• Provide superlative customer service and support for call center operation by using proper handling and follow-up.
• Document customer’s needs and resolutions.

Dallas/Fort Worth Area

• Provided customer service through research by utilizing systems and data in the most effective manner.
• Maintained communications between IT team, software/hardware vendors and customer support bankers to ensure quality customer service.
• Managed average of 300 calls per day in bank call center and provided information and solutions in professional manner.
• Logged and processed average of 135 debit card fraudulent chargeback transactions per month in compliance with Federal Regulation E.
• Completed data research subpoenaed by IRS, District & Federal Courts and attorneys.
• Promoted, marketed and facilitated the overall sale of bank products.

Dallas/Fort Worth Area

• Operations support for more than 300 banking customers.
• Call center/help desk support included daily reconciliation of loan applications to the General Ledger, daily identification and resolution of production problems.
• Reviewed and tested System Enhancement Design Specifications for loan and auto balancing applications.
• Performed loan, auto balancing and general ledger conversions on numerous banks.
• Provided training and pre/post conversion support.
• Developed training class layouts and training materials.

Bachelor Of Business Administration, Bachelors Of Business Administration

Education record