Melanie Smith
LOUDON
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 client's needs 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 for developing loyal customer relationships. Results-driven professional with significant expertise in client management and contract negotiation. Possesses a track record of securing favorable agreements and streamlining processes. Known for fostering team collaboration and maintaining flexibility to meet evolving demands. Knowledgeable collector with proven background in effective debt recovery strategies. Successfully negotiated payment plans and resolved complex account issues, ensuring minimal financial loss. Demonstrated strong communication and problem-solving skills to maintain positive client relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Debt Collector
Altus
06.2025 - Current
- Negotiated payment arrangements with clients to resolve outstanding debts efficiently.
- Utilized customer relationship management software to track interactions and manage accounts effectively.
- Conducted thorough investigations of accounts to identify discrepancies and ensure accurate resolutions.
- Developed and implemented strategies to improve collection processes and enhance recovery rates.
- Developed spreadsheets in Excel to track progress on various projects.
- Created detailed reports on operational performance metrics using advanced Excel functions.
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 a 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.
- Created spreadsheets in Excel for tracking inventory levels.
- Developed spreadsheets using Microsoft Excel to track customer information and account balances.
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 PowerPoint, 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 by 94%.
- Developed spreadsheets using Microsoft Excel to track customer information and account balances.
- Designed complex spreadsheets using advanced Excel functions such as VLOOKUP and pivot tables.
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.
- Completed day-to-day duties accurately and efficiently.
- Performed analysis of quarterly balance sheets utilizing Excel software programs.
- Tracking project progress using software applications such as MS Project or Excel.
Education
High School Diploma -
Continental Academy
05-1999
Certified Trainer - Trainer Certified
Concentrix University
Certified - Tech Support Agent
Concentrix University
Skills
- Subject matter expertise
Accomplishments
- Collaborated with a 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
Debt Collector
Altus
06.2025 - Current
Agent Trainer
Concentrix
07.2021 - 02.2023
Tech Support Agent
Concentrix
07.2020 - 03.2023
Fraud Tax Investigator
Sykes
06.2019 - 06.2020
High School Diploma -
Continental Academy
Certified Trainer - Trainer Certified
Concentrix University
Certified - Tech Support Agent
Concentrix University