Customer Service Assistant
Resume:
Melanie Loya
St. Petersburg, FL 33710
****.*******@*****.***
*************@*****.***
A self- motivated enthusiastic worker who produces quality work and achieves results. In addition to good computer, I have excellent listening, verbal, written, and communication skills. A very quick learner that does not require constant supervision. A very hard worker that is outgoing, dedicated, loyal, and professional. Ability to multitask, be organized, and efficient. From years of customer service experience comes great etiquette on the telephone with a wonderful and cheerful demeanor. Looking for an opportunity with longevity and possible advancement opportunities. Also seeking an opportunity to work with an established company that will challenge me in advancing myself to my fullest potential.
Skills - Self-motivated and detail oriented, dedicated to great customer service/people oriented/ people skills, data entry skills, excellent interpersonal skills, excellent written, verbal and listening communication skills, phone skills/multi-lined phone system, relationship developments - ability to build relationships and relate to customer, problem solving skills, capable of multi-tasking in a high volume environment, account receivable/invoicing, ability to work as part of a team or individual, ability to learn quickly and ability to get work done accurately and timely, law firm experience, Word, Excel, PowerPoint, Outlook
Experience
United Taxi, Inc., Clearwater, FL
Call center/customer service/dispatch 2019 -current
Answering heavy volume of incoming calls
Putting customer trips and enter into dispatching software program
Helping drivers or customers with any issue
Arrange transportation for customers PSTA’s transportation disadvantage program
Arrange transportation for PSTA for qualified individuals for the “late night shift account”
Arrange special trips (airport, outings, multi-cars, etc.)
Arrange medical transportation for multiple insurance companies
Knowledge of Medicaid, Medicare, and third party insurance plans
Receive calls from customers including; Medicaid, local hospital discharges, nursing facilities and individuals themselves for transportation
24-7 InTouch Contact Centers, Clearwater, FL 2018-2019
Ulta Beauty, Inc.
Answer a large volume of calls
Comply with company policies and guidelines/Meet company metrics (QA standards, CSAT, AHT)
Deescalating situations that arise from various situations
Using of a variety of different software programs to help with solution to customer’s issues
Working with dual monitors on a regular basis to resolve customer issue
Polite, courtesy, and professional to all customers
Answer the telephone in a professional, upbeat and cheerful manor
Process refunds, credits and take cancelations/sending out E gift cards
Reshipments for missing, damaged items or lost packages
Helping the customer with issues in the best way possible in a timely manner
Troubleshooting customers issues/ IT issues (logging in, resetting passwords, web site problems)
Resetting passwords and resolving other IT issues
Help the customer through emails to resolve problems they are experiencing
Walk some customers through our web site to place orders on line
Calls from customers and stores for a variety of different reasons (complaints, receipt look ups, search products, returns)
Explaining to customer the reward points systems and how it works
Offering assistance and guidance for our various products
Stratix Solutions, Inc., St. Petersburg, FL 2018-2018
Call Center/Surveying Political Campaigns
Answered computer generated outbound calls to clients from all over the country to do political surveys
Be polite and cheerful to all clients
Ask and/or try to convince the client to do a survey
Explain that their opinion makes a difference on the outcome of the survey being done
Conduct each and every survey in a timely manner
Wheelchair Transport Services, Inc., Clearwater, FL 2007-2010
Call Center/Customer Service and Call Taker
Answer multi-line system/ Usually 250 or more
Receiving calls from customers including; Medicaid, VA Hospitals, local hospitals, nursing facilities and individuals themselves
Transportation trips for Medicaid, Veteran’s Administration, and private pay clients
Knowledge of Medicaid, Medicare, and third party insurance plans
Entering trip data into the dispatching software
Assist dispatcher as needed to ensure on time pick up on trips and performance
Communicating closely between the dispatcher, customers and drivers
Get trips covered with dispatch and drivers on last minute trips
Assisted the A/R with billing issues (Missing billing information)
Research and verify correct billing information
Did research internally for our billing department to ensure proper funding and billing/corrected any billing that came back as unpaid
Bloomfield Manor, Palm Harbor, FL 2003-2007
Assistant Administrator, Assistant Living Facility
Interaction with Pinellas County Health Department, FL Department of Children and
Family Department and FL Aging for Health Care Administration
Keep all equipment at facility current with all state regulations
Coordinate with pharmacy regarding all medication matters
Prepare and dispense medications as prescribed
Arrange doctor appointments for residents, including transportation if needed
Made sure all daily operations ran efficiently
Daily care of all patient’s needs
Answers Systems, Inc., Oldsmar, FL 2001-2003
Database Support
Made sure each morning our databases ran overnight (if not I must fix immediately)
Assist departments with technical issues and system errors
Used multiple databases to create specific client reports for financial daily, weekly, monthly, and yearly reports
Assisted departments with technical issues and system errors
Gather information for various internal reporting
Premio Foods, Inc., Hawthorne, NJ 1998-2001
Customer Service/A/R Department
Input all off customer’s orders to be shipped/ Process purchase orders
Scheduled local driver’s routes daily/ Investigate/track down delivery documents
Worked with major trucking companies to arrange the pick of the orders
Made sure all invoices were sent out on a regular schedule
Investigate and handling why some checks where paid shorter than the invoice
Having to handle and change price changes on a weekly basis
Input payments, handled deductions, balance and month end closing reports/balance
Education
2012-2017 St. Petersburg College, St. Petersburg, FL
Earned Associate in Liberal Arts – May 2014
Certificate in Addiction Studies – December 2016
2017- 2018 BAS Degree Health Services Administration - Sub Plan Human Services
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