Service Representative Customer

Melissa Manchester

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

Summary

Energetic Customer Service Representative with 6+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.

Education

Marshall University

Aug '10-May '14

Associate Degree in Health Informatics

Experience

Carpet Doctors, Customer Service Representative and Bookkeeper

December 2019 - Current

Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets

Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%

Trained and mentored 4 new employees on conflict resolution, JIRA, and Zendesk CRM

Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management

Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%

United Healthcare/Optum, Customer Service Representative

December 2019- 2015

Received #3 Customer Service Representative in the Eastern Region award (out of 500+ reps)

Made 30+ outbound calls per day to follow up with customers who were overdue in their payments

Spearheaded customer referral program, increasing customer base by 15% in less than 6 months

Helped develop new customer service rep training program that cut training time in half from 1 month to 2 weeks

Consistently exceeded weekly credit card application targets by 10%+ with innovative upselling techniques

University Nursing and Rehabilitation Center, Charlotte, NC

Coding Manager, Physician Services/Provider Services 1995-1998

Audited residents’ Medical Records utilization of qualitative and quantitative review.

Supervised Employees in Health Information Department.

Coded resident's Medical Records utilizing ICD-9-CM and HCPCS coding system.

Skills

Outlook

Proficient in Microsoft Office

Outbound/inbound calling

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