Melanie Smith
LOUDON,TN
Summary
Dynamic professional with a proven track record at Concentrix and Sykes, excelling in customer engagement and software troubleshooting. Skilled in transforming complex customer issues into high loyalty rates, evidenced by leading impactful training programs and conducting thorough fraud investigations. Expertise in CRM software and complaint handling enhances operational efficiency and customer satisfaction.
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Results-driven professional with significant expertise in client management and contract negotiation. Possesses track record of securing favorable agreements and streamlining processes. Known for fostering team collaboration and maintaining flexibility to meet evolving demands.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tech Support Agent
Concentrix
07.2020 - 03.2023
- Collaborated with cross-functional teams to identify and resolve complex customer problems.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Delivered professional phone and email support, maintaining consistently positive tone throughout all communications.
- Provided excellent customer service, resulting in high levels of customer loyalty and retention.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up.
Agent Trainer
Concentrix
07.2021 - 02.2023
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
- Trained and mentored 35 new personnel hired to fulfill various roles.
- Used Power Point,Excel,Microsoft Word,Office 360,and Adobe to design training for Remote Customer Service and Tech support employees and increase company retention and productivity rates 94%.
Fraud Tax Investigator
Sykes
06.2019 - 06.2020
- Quantifiable achievements are important.
- Carefully documented statements, observations, and evidentiary materials.
- Documented findings and prepared detailed reports.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Prepared case reports from allegations, transcripts of interviews and physical evidence.
Education
Certified Trainer - Trainer Certified
Concentrix University
Remote07-2021
Certified - Tech Support Agent
Concentrix University
Remote07-2020
High School Diploma -
Continental Academy
Remote05-1999
Skills
- Complaint handling
- Live chat support
- CRM software
- Software troubleshooting
- Customer service
- Remote support
- Customer engagement
- Train-the-trainer
- Student engagement
- Online instruction
- Public speaking
- Subject matter expertise
Accomplishments
- Collaborated with team of 35 in the development of remote Training
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 35 staff members.
- Achieved 100% through effectively helping with remote training.
Certification
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
- Microsoft Office Specialist (MOS) - Microsoft.
- LiveChat Expert LiveChat, Inc.
- Training Manager Certificate – Association for Talent Development (ATD).
- Master Trainer Certification
Timeline
Agent Trainer
Concentrix
07.2021 - 02.2023
Tech Support Agent
Concentrix
07.2020 - 03.2023
Fraud Tax Investigator
Sykes
06.2019 - 06.2020
- Help Desk Analyst, Tier 1 Support Specialist - HDI.
- Microsoft Office Specialist (MOS) - Microsoft.
- LiveChat Expert LiveChat, Inc.
- Training Manager Certificate – Association for Talent Development (ATD).
- Master Trainer Certification
Certified Trainer - Trainer Certified
Concentrix University
Certified - Tech Support Agent
Concentrix University
High School Diploma -
Continental Academy
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