Melanie Loya

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

St. Petersburg, FL 33710

ac93x1@r.postjobfree.com

ac93x1@r.postjobfree.com

727-***-****

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

Contact this candidate