Melody M Nieves ad18mp@r.postjobfree.com

720-***-**** H 1935 S Conway Rd, Unit C6

720-***-**** C Orlando, Florida

PROFESSIONAL PROFILE

Uniquely cross disciplined over several skilled fields with a core aptitude in communications and customer experience. Accomplished metric-focused results while leading and developing teams up to 32 personnel across both fast-paced fitness and sales organizations. Possesses a comprehensive background in customer service, data analytics, policy management, client counseling, benefits administration, and process improvement. Often consulted in adverse customer relations to connect and amend customer’s experience. I possess an understanding of customer perspective and its integrated relationship with the companies I serve.

Work Experience:

October 2022 – Present Kelly Services

Substitute Teacher Orlando, FL

With Kelly Services I have worked at various schools, stepping in as both a single day substitute teacher and long-term assignment teacher. In single day assignments, I led instruction in the classroom by conducting the teacher’s existing lesson plans and connecting with my students. For long-term assignments I was given the opportunity to develop lessons plans, as well as create, administer, and grade tests and assignments while building positive relationships with my students.

Motivate students to learn, and encourage classroom participation

Created a classroom environment that’s conducive to learning and appropriate to the maturity and interests of all students

Advanced knowledge of various administrative support functions

Adapted to the various learning styles of all of my students.

Received consistent client praise for courteousness and professionalism

Possess the ability to communicate effectively, both verbally and in writing

Knowledge various child and youth programs, such as Child Development Centers, Family Child Care, and School Age Care

Case Manager 02/2003 – 04/2006

Hope Case S: Ishmael Rodriguez

368 E 148th St P: 646-542.-519

Bronx, NY 10455 40 hrs/w, $41,3600/yr

At Hope Case my role helped support adults to create goals, coordinate medical care, mental health care, and receive support services while providing the constant support needed to boost their overall quality of life. I evaluated existing, new, and prospective clients based on their needs, desires, limitations and maintained constant communication with clients while addressing their health concerns and goals. Another functional role was to assist with claim preparation and development, giving advice or assistance while gathering evidence and documentation that were necessary for program qualification and benefits.

When promoted to Case Manager my role became more administratively intense as the point of contact for new patient intake interviews to determine which services were needed, inputting client information into several online databases and making determinations for which programs clients qualified for based on state policy and procedure. I also built incoming client case files after reviewing documents and records and inputting client case files into computer database, sorting, and scanning client files and securely protecting client data according to HIPPA and state policy, often taking on overflow from the department Assistant Director for advanced case profile organization.

Client care also involved directly contacting health care providers, translating technical medical language or Spanish for clients, performing claim or appeal submissions, attending court hearings with clients, explaining various legal forms or regulations and housing authority advocation and logging all client activities.

Built solid rapport with clients and their families, fielding all case escalations to the Assistant Director

Ability to conduct research to resolve discrepancies and verify information.

Ensured extensive compliance with regulatory bodies and in-house clinical guidelines

Used advanced knowledge of laws, rules, regulations and guidelines related to healthcare eligibility and billing assistance to analyze and prepare data for processing

Reviewed general correspondence for Director’s signature to ensure material is presented in compliance with program adherence.

Possess the ability to maintain accurate reports and records within government style documents

Made and documented determinations for the correct course of remedy and eligibility regarding client charge adjustments.

Experience with basic accounting procedures and processes, related to verifying, reconciling, and processing claims/transactions

Recognized for detail orientation documenting and completing electronic records, articulating all actions performed

Awarded Case Manager position from Administrative Assistant in less than 2 years

Group Fitness Team Lead 01/2017 – 05/2021

VASA Fitness S: Mike Guider

16921 E Quincy Ave P: 321-***-****

Aurora, CO 80015 40 hrs/w, $38,400/yr

The Group Fitness Team Lead is a multi-faceted role encompassing elements of administrative management, customer service, sales, and business analytics. The primary role is always to ensure that the customers are given high quality services and assistance when needed through various programs to suit the customer’s specific needs. Initiatives to enhance revenue by providing additional discounts and services to existing and new customers are implemented through courteous and detail oriented active listening, implementing customer suggestions and recommendations when possible and ensuring staff follow company procedures and policies.

A secondary role I within the position I hold is to translate, negotiate and resolve account issues for our Spanish speaking customer base, often accessing their accounts within our computers and business systems database to review their membership or add on records and cross reference company policy and procedures to reconcile any discrepancies within customer accounts.

Lastly the GFTL position manages and administers the employee base for both group fitness instructors and personal trainers. Payroll and employee training/certification administration is securely processed and logged within the corporate database.

Managed and professionally developed a team of 32 fitness instructors and personal trainers

Conducted follow-up contact with customers through telephonic, electronic or written media to ensure all account services provided were proficiently provided and appropriate.

Received meritorious promotions to Group Fitness Team Lead from top fitness instructor

Consistently exceeded corporate customer retention and satisfaction metrics month on month

Praised for proficiency in Microsoft Office products such as Excel, Word and PowerPoint to ensure that pertinent client information is gathered and entered into automated systems.

Delivered a world class experience to members by cultivating a high-performance team that helps clients to discover their WHY

Administrative Assistant/Data Clerk 03/2008 – 06/2009

Pathfinder Energy Services S: Tom Schmidt

4300 Hannon Dr P: 505-***-****

Farmington, NM, 87401 40 hrs/w, $37,440/yr

At Pathfinder I was responsible for greeting visitors and delivering exceptional customer service assistance to employees, clients, and third-party vendors. This entailed answering calls, managing correspondence, and fielding them accordingly, addressing visitor questions and needs, and providing an overall welcoming environment. Additional responsibilities included database entry in customer relationship management software, maintenance record entry and service performance in multiple databases across several business systems and review of records to reconcile discrepancies in equipment run reports, transportation logs and local expense reports.

Recognized for near flawless database entry records on maintenance and customer relationship management entries

Prepared a myriad of written documents such as correspondence and memorandum's of a routine nature.

100% accuracy on quarterly equipment inventory audits

Received consistent client praise for courteousness and professionalism

Praised for meticulous attention to detail

Sales Consultant Manager 05/2021 – 10/2022

The Good Feet Store S: Holly Lopez

98 Wadsworth Blvd, Ste 123 P: 303-***-****

Lakewood, CO 80226 40+ hrs/w, $54,040/yr

The Location Manager for our orthotics store entailed the overall management of operations, maintenance, and accounting of our location. I achieved this by engaging with our clients not only on the sales floor but also conducting follow-up interviews to answer questions, determine product efficacy and look for opportunities to further engage our client base.

Other various functions of the job role include client account reviews, inventory management, P&L reviews and warranty or product chargebacks reports. Chargeback and warranty transaction log audits are conducted each week and reviewed for discrepancies. Product chargebacks often involve explaining warranty policy in detail and warranty administration with our clients and proper engagement is critical for retention of our customer base.

Awarded top service representative of the month three times

Skilled in the use of commonly used computer equipment and general office automation software, to include practices and procedures

Identified needs and deficiencies to resolve conflicting opinions and negotiate solutions for both employee and client

Conducted sales records and service report reviews, follow up in order to resolve discrepancies and problems.

Recorded new and updated client profiles in CRM database necessary for maintaining, routing and tracking client profiles, purchase histories and new purchase prospects

Assigned as trainer for several newly assigned Sales Associates per performance recognition within the region

Reviews monthly chargeback forms and reconciled data for processing. Validates claim submission against authorized warranty amounts. Reconciles overpayments, returned checks, or other issues related to payment processing

Fitness Coordinator 04/2009 – 06/2009

Royal Spa Fitness Center S: Anne

2101 Bloomfield Hwy P: 505-***-****

Farmington, NM, 87401 22 hrs/w, $11,400 yr

At the Royal Spa my secondary role was in my position of Fitness Coordinator was for a local homeschooling educational program. Their contract with us was for 2 hours a day each week to meet educational requirements for Physical Education for the state of New Mexico.

• Developed a program weekly schedule for both students and group fitness instructors, rotating each instructors strengths through changing formats from sports to personal development

• Built and instructed curriculum for children on general nutrition, dietary needs and hydration

• Coached children in areas of sports related teamwork development and participation in group sports

• Created progress reports for parents that documented and children’s progress in areas of participation, behavior and collaborative efforts

Education

12/2005, AS Applied Sciences, GPA - 3.1

Berkley College, New York, NY 10017

This flexible General Business degree program allowed me to study in a variety of business areas related to a range of employment opportunities. Select courses expose students to various areas of business, including Principles of management, Finance, Business law and Marketing. The career-focused education combines a background in business theory with practical know-how based on real-world situations. The program offered a well-rounded business curriculum.

08/2016, Certified Personal Trainer, GPA – N/A

International Sports Sciences Association, Phoenix, AZ 85020

Course modules include Anatomy, Kinesiology, Program Development, Nutrition, Business Mindset

06/2014, Certified Group Fitness Instructor, GPA – N/A

Athletics and Fitness Association of America, Gilbert, AZ 85297

08/2010, Zumba Kids Group Fitness Instructor – N/A

Zumba Fitness, Hallandale Beach, FL 33009

Job Related Training

04/2003 OMH HIPAA Supplement, New York Employment Services System – NY

04/2003 Cornerstones of Confidentiality, New York Employment Services System - NY

05/2003 Information Security Awareness, New York Employment Services System – NY

Volunteer Work

05/2014 – 07/2015 - Childrens Ministry Toddlers, Orchard Church – Commerce City, CO

08/2013 – 11/2013 – Performing Arts Instructor, Centaurus High School – Lafayette, CO

Other Information

I certify that I can type 30+ words per minute, bilingual in Spanish/English and that the information within this resume is accurate.

References:

Martin Huddleston – Program Analyst, Department of Veterans Affairs

720-***-****, ad18mp@r.postjobfree.com Aurora, CO

Ishmael Rodriguez – Director, Hope Case Management

646-***-**** ad18mp@r.postjobfree.com, Bronx, NY

Fred Johnson – Operations Supervisor, Arizona Public Service

505-***-****, ad18mp@r.postjobfree.com Farmington, NM

Vernise Sotero – Training Specialist - Accounting, Quartet Health

347-***-****, ad18mp@r.postjobfree.com, New York, NY

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