Contact

408-***-**** (Mobile)

ads9ld@r.postjobfree.com

www.linkedin.com/in/melina-garcia-

b8219a89 (LinkedIn)

Top Skills

Customer Service

Microsoft Excel

Microsoft Word

Languages

English

Spanish

Certifications

Certified Pharmacy Technician

Melina Garcia

Member Service Representative

United States

Summary

Administrative support professional experienced in working in fast- paced environments demanding strong organizational, technical, and interpersonal skills. Highly trustworthy, ethical, and discreet; committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-orientated and resourceful in completing projects; able to multi-task effectively. Specialties:Bilingual English/Spanish

Experience

Santa Clara County Federal Credit Union

Contact Center Representative

April 2022 - Present (6 months)

Answering calls of specific or general nature; Directing member to appropriate department as needed

Addressing members concerns, resolves problems, escalating fee reversals requests

Meeting sales goals through promoting marketing campaigns, explaining features and benefits, identifying and acting on potential cross sell opportunities

Promoting Relationship Rewards through cross selling and referring the appropriate product or service

Assisting member with completing loan applications or changes in service requests

Opening new sub-share accounts, processing account balance or transfer requests, stop payment orders, change of address and other such requests upon authorization and approval

Performing transaction call back procedures

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Preparing requests for statement/check copies and payment/deposit research Processing member requests for ATM, Check Card, and Visa blocking/ ordering

Posting payments and mail deposits daily

Kaiser Permanente

3 years 3 months

Teleservice Representative

September 2019 - December 2021 (2 years 4 months)

San Jose, California, United States

Teleservice Representative handles inbound telephone volume, answering questions, making and cancelling appointments, providing information, transfers calls to advice nurses when appropriate, intakes information from members, and composes messages for providers. It records instructions from provider in PARRS and updates member demographics. Essential Functions:

• Handles continuous inbound telephone volume.

• Identifies the purpose of the member's call and processes the call according to the appropriate script.

• Provides facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers.

• Resolves problems with facility teleservice teams.

• Effectively processes calls in a systematic and organized manner following Call Center

• Processes calls accordingly from hearing-impaired members.

• Receives and relays information regarding appointment cancellations.

• Records instructions from provider in PARRS.

• Updates member demographics.

• Works collaboratively with members and staff across all service lines.

• Functions as a team member to achieve Call Center goals.

• Supports and demonstrates Kaiser Permanente's/Call Centers customer service philosophy and manages calls in a professional manner.

• Identifies and/or proposes ways to improve customer service.

• Demonstrates an awareness and sensitivity to patient/family rights.

• Handles inquiries and complaints pursuant to procedure.

• Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations.

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Problem Solving, Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.

• Interpersonal Skills Maintains confidentiality;

Patient Services Representative

October 2018 - September 2019 (1 year)

Gilroy, California, United States

Reception, Follow appropriate patient registration/check-in policies and procedures, Verify and/or update all demographic information. Working knowledge of Health Plan coverage types. Determine patients membership/ benefits according to the benefit display, Create accounts as necessary, for example (but not limited to) workers compensation, confidential, etc., Capture and populate workers compensation data on the correct screens and select the correct coverage as necessary. Manage electronic in-basket, Use notes function where applicable to document prepayments. Obtain a patient medical record number when necessary, Order Health Plan cards as needed. Collect co-pays and fees. Inform patients of available payment options. Generate appropriate encounter forms per procedure electronically or manually if the system is down. Direct patients to appropriate area after the check-in process is completed. Initiate and complete required forms for all appointments per policy. Assist patients by, Explaining co-pays/applicable fees. Provides facility directions, Referring to other departments and administrative services for further information, e.g., Member Services, Medical Secretaries, and Business Office. Initiating and completing appropriate forms as needed, for example Release Of Information, Patient Financial Responsibility. Tracking referrals to specialty care by utilizing the consultation/referral system as needed in those areas where this responsibility currently exists for the individual in this classification. Demonstrate knowledge of and application to Patient Administration Appointment Registration (PARRS). Communicate with clinical and business office staff as needed. Handle cash according to the Cash Handling Responsibility Agreement Comply with all applicable cash handling policies and procedures IBM

20 years 3 months

IBM Corporation RESO Facilities Engineering Services, Contract Administration, Space Planning

April 2015 - October 2018 (3 years 7 months)

San Jose, Ca

•Interface with Research Lab Managers and Engineers to ensure Design and Construction projects are ready for closure.

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•Analyze and report on complex data to meet customer needs.

•Critically evaluate information from multiple sources and indicate final analysis.

IBM Corporation - Contract Administration

September 2007 - October 2018 (11 years 2 months)

San Jose, Ca

•Managed the cafeteria and vending service contracts for the South San Jose Sites.

•Direct activities concerned with contracts for purchase of equipment, materials, Examines performance requirements, delivery schedules, and estimates of costs of material, equipment, and production to ensure completeness and accuracy.

•Compile data for preparing estimates.

•Act as liaison between company and subcontractors.

•Administer, supervise contract monitoring, contract administration and compliance

IBM Corporation – Real Estate & Site Operations; Space Planning September 2007 - April 2015 (7 years 8 months)

San Jose, Ca

•Confident and poised in interactions with individuals at all levels. Detail- orientated and resourceful in completing projects; able to multi-task effectively, to ensure effective and cost efficient space planning and site services for all IBM South San Jose sites: IBM Silicon Valley Lab, IBM Almaden Research Center.

•Managed the Corovan site moving contract, for South San Jose. IBM Corporation / Hitachi HGST - Alternative Commute Programs May 2002 - April 2015 (13 years)

San Jose, Ca

• Administrator / Coordinator for Employee Transportation Environmental Program

• Coordinate to provide on-site commuter services

• Maintain on-line transit information up to date, IBMrides database

• Maintain and provide up to date information for business controls IBM Corporation - Administrative Assistant to The Controller of Finance January 2007 - September 2007 (9 months)

San Jose, Ca

• Perform confidential admin duties for business executives & management team

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• Manage calendar (schedule, reschedule, multiple meetings)

• Create and update organizational charts, employee personal emergency contacts, spreadsheets, distribution lists, update Emergency Evac. Preparedness, attend eAudit meetings

• Coordinate and manage multiple projects and priorities

• Organize details of special events, travel arrangements, expense accounts, corporate agendas and itineraries

IBM Corporation - Customer Call Center

August 1998 - May 2002 (3 years 10 months)

San Jose, Ca

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking

•Determine requirements by working with customers.

•Answer inquiries by clarifying desired information; researching, locating, and providing information.

•Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

•Fulfill requests by clarifying desired information; completing transactions; forwarding requests.

•Maintain call center database by entering information. Deluxe Financial Services

Code Line Entry Clerk

August 1996 - August 1998 (2 years 1 month)

Campbell, Ca

• Enter customer information in order to process purchase order. This includes completing fields such as name, address, account number, item number, price, accounting terms, etc.

• Process orders and distribute Acknowledgements to the customer. This also includes changes to Acknowledgments.

• Inform customer of expected delivery date.

• Being accurate and concise with all data entry

• Interact with accounting to ensure that the proper terms and conditions are documented.

• Interact professionally with Project Managers, Engineering, Purchasing, and Factory personnel on a daily basis.

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Education

Boston Reed College (Gavilan College)

Certified Pharmacy Technician; CPhT, Pharmacy · (2007 - 2008) Gunderson High School

Diploma · (1995)

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