Melissa Johnson Email & Phone Number

Charlotte, Nc, Us

Mint Hill, North Carolina, United States

• Subject matter expert for work order development, customer invoicing, and customer service compliance.• Monitors all aspects of team performance to ensure assigned employees are meeting departmental objectives regarding but not limited to, customer service, work product quality, efficiency, and compliance with established company/regulatory guidelines. • Did routine quality control checks on all out-bound client invoices.• Trained and mentored all new team members on our policies, procedures, and daily office cadence until they were comfortable enough to work independently.• Conferring with customers by telephone or in-person to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. • Checking to ensure that appropriate changes were made to resolve customer problems.• Referring unresolved customer grievances to designed departments for further investigation.• Determining charges for services requested, collecting deposits or payments, and/or arrange for billing. • Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments. • Handle in-bound service calls on weekends, holidays and after business hours to ensure all customer needs are meet in a timely, no-hassle manner• Coordinated all service calls with skill-matched technicians to always guarantee top quality service and repair work is done. • Entered notes into billing payment system as appropriate. Attained service level standards guaranteed to our customers effectively using systems and procedures to meet target handle time. • Handled basic billing reports that are primarily administrative and routine in nature. • Closed out projects that were fully completed, invoiced, and paid in full.• Developed and implemented new procedures for improving our customer service response time.• Provide ad-hoc support to upper management as needed in a timely manner.

Charlotte, North Carolina Area

JANUARY 2019 – MAY 2020PARTS MANAGER, TEKNITON• Balanced quality and costs by identifying suppliers that can provide replacement parts.• Developed internal and external customer relationships: negotiating, interaction and manage relationships with other vendors.• Managed the schedule of larger projects to ensure proper start-up, execution, and delivery.• Worked with service managers to certify a timely turn around of parts needed for internal jobs. • Provided oversite on all shipments, incoming and outgoing for the warehouse.• Created employee schedules to ensure constant coverage and assigned work based on experience and strengths. • Conduct meetings with parts department employees to discuss activities and problems of mutual interest and develop strategies for a more efficient operation. • Provide technical assistance to parts department employees• Supervised all stock inventory and parts ordered• Performed routine quality checks to safeguard all service calls were completed in a cost-effect and timely manner.

Charlotte, North Carolina

• Assisting technicians with part knowledge and research to complete the needed service on products• Managed In-Home service requests for customers to ensure their products were repaired to satisfaction by outside contractors• Assist lead administration with incoming and outgoing phone calls, creating and receiving incoming paper work for new repairs, and preparing outgoing products to be invoiced by our corporate office• Accurately fulfill parts request for customers in person and via phone in a prompt and efficient manner. Obtain all relevant information including make, model and serial number of products to ensure accuracy • Manage warranty part orders for technicians to make sure warranty stays valid and intact per vendor requirements• Oversee general part orders created by technicians to ensure orders are correct, timely, and stay within budgets specified by store managers• Consistent communication between regional Rent-A-Center store managers • Matching paper work to incoming cell phones that needed to be refurbished or repaired.• Managed Buy-Back Program for older models of phones that were no longer rented or purchased from regional stores. • Created SOP for Buy-Back Program including the intake, evaluation, classification and inventory procedures to be followed by other Service Centers nationwide

As a Sales Floor Associate, my main responsibilities were taking care of any inquiries the customers had along with making sure the store was organized and looked presentable for easy shopping for the customers.