Customer Service Representative

Melissa Traeger

*** ******** *****, ******, *********

615-***-****

**************@***.***

Career Objective:

To obtain a full time position in the Nashville, Tennessee area that will

utilize and enhance my management, communication and interpersonal skills

while further developing my career.

Employment:

CGS Administrators, LLC.

Customer Service Advocate I Provider Enrollment (October 2012 - Present)

< Responsible for handling calls for existing and potential Medicare

providers in the states of Kentucky and Ohio.

< Responsible for responding to provider enrollment written inquiries.

< Exceeds expectations in Average Speed of Answer, Average Handle Time,

After Call Work, and timeliness standards for responding to written and

telephone inquiries.

< Assist in maintaining up to date work constructions, process improvement,

and continuous training standards.

Contracted Customer Service Advocate I (January 2012 - September 2012)

< Responsible for handling claim inquiry calls for Medicare providers

< Responsible for researching and responding to inquiries related to

Medicare policies and regulations

T-Mobile, Nashville, Tennessee

Customer Service Representative I (February 2008 - October 2011)

< Provides world class service to wireless customers in a fast paced call

center environment resolving a variety of customer inquiries such as

technical and billing questions and keeping up to date with ever-evolving

technology and translating this information into terms customers can

understand

< Participates in the peer mentoring program in order to improve team

performance

< Holds a special designation and training for Flexpay call management and

was involved with the launch of the program in the Nashville call center

< Contributes to the reduction of 'Churn' by taking priority routed calls

for families and multi-line accounts

Holiday Retirement, Nashville, Tennessee

Windlands South Executive Chef (August 2007 - December 2007)

< Responsible for maintaining a food cost, labor cost, and purchasing

budget based upon the facility census through daily and weekly purchasing

of food, equipment, dietary supplies and employee scheduling

< Managed a team of industry professionals to insure residents receive a

gracious dining experience three meals a day

< Increased sanitation to state and Holiday standards

< Developed, implemented, maintained, and administed policies and

procedures, including the employee handbook

< Administered training programs including the S.T.E.P.S safety program and

basic culinary training

< Conducted recruitment efforts for nonexempt personnel in the kitchen

< Organized special events and activities to increase resident satisfaction

such as display cooking, holiday events, and resident enrichment projects

< Sought improvement and cost-savings opportunities to fulfill the budget

requirements

< Aided with employment filing in order to maintain current records

Regional Floating Chef (June 2007 - August 2007)

< Traveled throughout the region for training, vacation relief for fellow

chefs, and adherence to standard Holiday procedure

Bath & Body Works, Nashville, Tennessee

Sales Associate (January 2006 - July 2007)

< Provided customers seeking quality skin care products with product and

sale information in a retail environment

< Offered superior customer service while maintaining a clean and organized

store

< Assembled product and marketing displays in accordance with company

diagrams and instructions

Gaylord Entertainment, Nashville, Tennessee

Lead Culinary- In Room Dining (February 2005 - June 2007)

< Facilitated the implementation of a 30 minute guarantee on all In Room

Dining orders in a high volume environment.

< Led a team of industry professionals in serving In Room meals to 2881

rooms and a 300 seat saloon

< Organized and over saw the preparation of food for hospitality suites

from 10 to 200 guests

< Assisted with the rollout of the 30 minute guarantee which insured faster

guest service in a high volume environment

< Updated ordering sheets, MMS profiles, and created pars for two menu

changes insuring proper product flow

< Played an integral role in expediting the food for Summerfest

< Ensured the highest food and beverage standards as well as hygiene and

sanitation

< Supervised cooks in the preparation and cooking of dishes and provided

guidance to the kitchen staff

< Assisted Chef with daily and weekly food ordering

< Maintained weekly scheduling for a staff of more than 15 employees

< Responsible for interdepartmental training

Culinary III - Old Hickory Steakhouse (November 2002 - February 2005)

< Organized and prepared the food for catered events

< Adhered to sanitation standards in a high volume environment

< Maintained high food quality ensure consistency and presentation of

dishes

< Grilled high quality cuts of meat to customer specified temperature for

Gaylord's premier steakhouse with minimal recooks

< Trained new Stars in all areas of kitchen including grill, saut,

expeditor, garde manger, and sauce

< Responsible for the functions of the kitchen in the absence of a

supervisor

< Assisted Chef de Cuisine in creating a daily menu special

Culinary Intern (September 2002 - November 2002)

< Rotated through the Banquet, Pastry, Garde Manger, and Old Hickory

Steakhouse kitchens with a focus on school requirements and training

< Maintained daily work logs and hour logs to fulfill requirements for

graduation.

< Worked closely with industry professionals to gain knowledge and

experience in the culinary industry

Dorido's Restaurant, Pittsburgh, Pennsylvania

Line Cook (February 2002 - August 2002)

< Cooked fried, grilled, and broiled foods to order in a high volume

environment

< Assembled and expedited orders for a team of cooks

< Assisted with the daily food preparation

< Responsible for daily sanitizing and cleaning of kitchen equipment

Subway Restaurants, Enola, Pennsylvania

Assistant Manager (August 1998- December 2001)

< Adhered to high franchise standards for food quality, competitive

pricing, and quality customer service

< Supervised a crew of 8 members

< Ordered and scheduled food and supplies for a high volume franchisee

< Assisted in driving recording breaking sales by providing high quality

customer experiences

< Won recognition from Frito Lay for "up selling" through excellent

customer service

Education:

International Culinary Academy, Pittsburgh, Pennsylvania

Associates of Applied Science - Culinary Arts

Skills:

< Proficient in Microsoft Office

< Proficient knife skills and knowledge of knife cuts

< Proficient in MMS, E-Sysco, and E-Freshpoint

< Proficient in T-Mobile internal systems (Samson, Remedy, Streamline, and

ICM)

Certifications:

< Certified Hospitality Supervisor

< AMA Certification in Human Behavior, the Change Cycle, and Project

Management

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