***** **** ** *

Auburn, WA *****

Cell: 425-***-****

Email: acol52@r.postjobfree.com

Melissa Genovese

Summary

** ***** ** ******** *******, sales, call center, and billing experience

6 years experience in Customer Service Lead/Supervisor position

Excellent verbal and written communication skills

Committed to providing the highest possible standards of customer service and support

Team leader with a proven ability to train, supervise, motivate, and evaluate customer service representatives

Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles

Experience

MOOD

January 2012 - November 2014 Sales Support Coordinator Seattle, WA

• Support Regional Sales Manager and 7 Account Executives in the Northwest Region

• Manage and assign sales leads to local Account Executives

• Submit, track and manage sales order submission

• Work with Project Management team to schedule installs of all sales orders

• Assist clients with all billing, service and media issues

• Prepare agreements and proposals for Account Executives as needed

• Process expense reports for team

• Handle ordering of office and marketing supplies

• Coordinate travel arrangements and accommodations for local and regional sales meetings

• Generate weekly sales projections spreadsheet

• Balanced sales numbers on a monthly basis for regional sales in our territory

Soundpath Health (Contract)

September 2010- January 2011 Temporary Member Services Representative Federal Way, WA

• Assisted members via telephone with their medical health plans

• Resolved members inquiries regarding both medical and pharmacy benefits and claims

• Research complex issues across multiple databases and work with support resources to resolve member issues

• Contacted provider’s offices or billing agents on behalf of an enrolled member to resolve any issues

• Verified members eligibility for providers and facilities

CompuCom @ Expedia Inc. (Contract)

September 2008- August 2009 Call Coordinator/Dispatcher Bellevue, WA

• Responsible for the planning, coordination, and control of case management for technician assignments

• Dispatched local and remote technicians to fix software/hardware issues for Expedia employees

• Tracked cases to completion

• Handled routing of cases to local and remote technicians.

• Coordinated and handled reporting for Field Dispatch Cases

• Entered escalated cases/issues into Escalation Database

Integra Telecom

June 2007- September 2008 Customer Care Representative III Seattle, WA

• Answered incoming calls and responded to customer inquiries and requests as needed. Researched billing

questions, explained bills and took needed action to resolve billing complaints.

• Established new service for customers and ongoing support to existing customers for voice and data services.

• Responded to customer complaints regarding service issues. Created the repair or service documentation,

including detailed descriptions of customer complaints containing specific information regarding lines

affected, symptoms present, duration of the service problem, and other relevant information necessary for

repair technicians. Enter billable work into billing system.

• Dispatched technicians to assist setup/ repair of phone lines.

• Processed orders for existing customers to add new features.

• Audited customer accounts for billing accuracy and adjusted bills, as needed, based on customer complaints

and company guidelines.

• Processed customer requests to move or disconnect existing services.

HealthServicesNW (Contract)

January 2007- June 2007 Customer Service Specialist Renton, WA

• Provided assistance to patients for 13 hospitals

• Assisted patients with their hospital bills

• Handled all patients question and concerns regarding billing

• Updated insurance to resubmit claims

• Heavy data entry

• Outbound calls made to collect on past due balances

North American Composites (Contract)

July 2006-December 2006 Sales Coordinator Auburn, WA

• Supported three sale representatives for Canada

• Acted as a liaison between sales representatives and customers

• Developed loyal customers and assisted sales via telephone

• Participated in both inbound and outbound Sales/Customer contact via phone, fax, and the internet

• Processed quotes, supports, correspondence, and special requests

• Researched products, pricing, shipping, delivery, credit issues, and returns

• Provided "top-notch" customer service, order processing, and inventory control

• Heavy data entry, purchasing, and provided general support

• Developed, maintained, and executed a dynamic key account list making daily calls

• Prepared documents for international shipments, customs, and duty

Odom Corp (Contract)

October 2005-May 2006 Logistics Account Specialist Fife, WA

• Scheduled all incoming beverage loads for beverage distributing company

• Handled all receiving of products and posted billing credits on vendor accounts

• Reconciled and created a report using Microsoft Excel of products received

• Prepared spreadsheet twice a week of products shipped via barge to Alaska

• Performed general office duties as requested

Cox Communications

September 2001 – December 2003 Customer Service Supervisor Tucson, AZ

• Delivered monthly feedback, and process improvement

• Ensured productivity met or exceeded service, and quality standard

• Established new cable, high speed internet, and residential phone services

• Directed and/or managed all duties associated with Call Center operations, includinG developing and

implementing policies and procedures on systems

• Handled training of new call center employees

• Supervision of up to 15 employees during assigned shift

• Researched and resolved missing or misapplied payments

• Assisted customers regarding all aspects of their accounts

• Handled billing issues and credits on customer accounts

• Made outbound calls to customers regarding past due accounts

• Resolved billing issues by troubleshooting customer accounts

• Posted all payments to customer accounts

• Answered all escalated calls in a high volume call center

• Scheduled all installation and disconnection of cable services

• Selling of cable service and products

America Online, Inc.

January 2000- September 2001 Customer Care Lead Tucson, AZ

• Coached employees on meeting sales goals

• Monitored and call coaching of customer care representatives

• Opened and activated new email accounts

• Handled escalation calls

• As team leader, motivated and supervised outbound call center staff

• First time resolution required to maintain customer service goals

• Maintained customer accounts regarding billing, password, and troubleshooting of accounts

• Posted payments to AOL accounts

• Researched any issues on account usage

• Cross-selling of AOL products and service

Prudential Vista Real Estate

March 1998 – January 2000 Administrative Assistant Anchorage, AK

• Responsible for greeting clients and answering all incoming calls

• Scheduled and confirmed appointments

• Performed general office duties as assigned

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Alaska USA Federal Credit Union

July 1994 – February 1998 Member Services Supervisor Anchorage, AK

• Handled escalated calls from members via telephone in a high volume incoming call center

• Trained all employees on credit union procedures

• Researched and handled escalated member accounts

• Processed credits in members accounts

• Troubleshooting and reconciling accounts for members

• Researched discrepancies on member accounts

• Issued credits to accounts when Credit Union error was made

• Trained new employees to effectively succeed in the Member Service position

• Performed call monitoring, and call resolution goals for team

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