Melissa Witter

Piloted the call audit team and supported the development and implementation of quality-review processes. Reviewed customer interactions end-to-end to ensure service standards were met and conducted data-driven investigations into quality issues.

Performed detailed checks on customer orders to maintain accuracy and completeness. Provided quality feedback to supervisors and sales teams and supported process improvements within the contact center.

Reviewed and entered mailed customer orders accurately. Contacted customers by phone and email to address needs and identify opportunities to increase order value.

Interviewed, trained, and onboarded new hires to meet service-level requirements. Managed a team that grew from 8 agents to more than 90 within one year and evaluated employee performance.

Retained dissatisfied customers by identifying concerns and presenting appropriate solutions. Defused escalated customer interactions and upsold relevant software and services after resolving concerns.

Provided remote technical support by connecting to customers' computers and resolving software-related issues. Escalated issues requiring higher-tier technical knowledge and identified upsell opportunities.

Processed customer orders and provided website navigation assistance. Provided product specifications and supported customer inquiries.

Assisted customers at the first point of contact and provided online navigation assistance. Escalated customer issues to the appropriate department.

Processed new-hire entrance documents, repatriation and expatriation records, and payroll information.

Completed high school education with CXC subjects including Business Studies, Information Technology, English A & B, Spanish, Mathematics, Principles of Accounts, and Human & Social Biology.