MELISSA WILLIS
Chattanooga
Summary
I am a customer support professional with 10+ years of experience. I practice a people-come-first commitment to customer service and team leadership. At the end of every day, I want to leave the workplace knowing that I have positively impacted my team and the community we serve. In my free time, I am a reader, print-maker, and visitor of wild places.
Overview
7
7
years of professional experience
Work History
Bookseller
McKay's Chattanooga
Chattanooga, TN
01.2025 - Current
- Processed payments and returns on company POS system using proper cash-handling procedures.
- Assisted customers in selecting books, providing tailored recommendations based on interests and preferences.
- Resolved customer inquiries regarding order status or issues promptly and professionally, demonstrating excellent communication skills throughout interactions.
Operations Director
Textbook Brokers
Northwest Georgia
01.2022 - 01.2025
- Oversaw support (live chat and call center) & order fulfillment for 3 colleges in the Northwest GA region
- Adhere to payroll & operational budgets to ensure profitability
- Collaborate closely with a regional network of university staff and colleagues
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
Store Manager
Dalton State College Bookstore
Dalton, GA
01.2019 - 01.2022
- Oversight of daily store operations and managing a staff of 10-20 persons
- Recruiting, training & development of a seasonal staff each semester
- Assisting Dalton State staff in course material adoption process and trouble-shooting adoptions with publisher representatives on behalf of college staff
- Monthly/yearly accounting, quarterly inventory management
- Reconciled accounts payable transactions to maintain accurate financial records via QuickBooks
- Collaborated with university departments to enhance student outreach initiatives and communication strategies.
Education
Bachelor of Business Admin. - Business Administration And Management
Strayer University
01-2022
High School Diploma - Visual Arts & Creative Writing
Center For Creative Arts
05-2012
Skills
- Team Leadership
- Training & Development
- CRM (Customer Relationship Management)
- Customer service
- Strong Written & Verbal Communication
- Positive customer engagement
Timeline
Bookseller
McKay's Chattanooga
01.2025 - Current
Operations Director
Textbook Brokers
01.2022 - 01.2025
Store Manager
Dalton State College Bookstore
01.2019 - 01.2022
Bachelor of Business Admin. - Business Administration And Management
Strayer University
High School Diploma - Visual Arts & Creative Writing
Center For Creative Arts