Customer Service Call Center
Resume:
Melissa Cannon
Customer Service Superstar
Dixon, CA 95620
************@*****.***
Experienced Customer Support Professional with knowledge of many different industries. Authorized to work in the US for any employer
Work Experience
Insurance Operations Agent
Invisible Technologies, Inc.
December 2022 to present
Work with Behavioral Health group to verify insurance information from insurance carriers to determine each patient’s responsibility for their mental health appointments. Also investigate overcharges, undercharges,and other billing problems.
Member Service Associate
Virgin Pulse - Dixon, CA
October 2021 to September 2022
•Remote member service
•Zendesk
•Jira
•Confluence
•Email & Phone support
•Excellent customer satisfaction scores
Customer Service Associate
eTeam Inc - Dixon, CA
September 2021 to October 2021
•Resolved customer issues
•Responded to inquiries and issues
•Managed customer accounts
•Conducted customer service surveys
•Remote customer service
•Healthcare
Customer Service Representative
Aerotek - Modesto, CA
January 2021 to March 2021
•Work from home call center representative.
•Inbound calls.
•Unemployment Insurance
Administrative Assistant
Evergreen Arborists, Inc. - Esparto, CA
October 2020 to January 2021
Assistant to Operations Manager.
Customer Service Representative
Wollborg Michelson Recruiting - Rancho Cordova, CA
October 2020 to November 2020
Working from home as a call center agent to assist members with claims questions and open enrollment for health insurance.
Uber Driver
Uber - Remote
August 2017 to October 2020
Partner driver for Uber.
Administrative Assistant
Granite Transformations - Fairfield, CA
June 2019 to August 2019
Processing packets for completed work, answering phones to schedule appointments for design consultants, process credit card payments, process remote check deposits, general office duties.
Dispatcher/Compliance/Accounting Clerk/Exec Asst
UTL, Inc. - Woodland, CA
September 2017 to November 2018
Dispatch for a trucking company in Woodland that provides long haul interstate loads. Process accounts payable, accounts receivable & payroll. DOT compliance.
Online Chat Representative
OneUp.com - Telecommute
June 2016 to September 2017
Provide email and chat support for an accounting and ERP application.
Schedule Delivery Coordinator
Beehively - Davis, CA
April 2015 to July 2015
Worked as point of contact for entire office & with outside vendors and clients in all areas of scheduling and purchasing, including, but not limited to, estimates, purchase orders, and invoicing. Responsibilities also included telephone and Internet technical support for clients.
Resident Manager
PMI - Sacramento, CA
January 2013 to June 2013
Work as property manager for a 32 unit complex in Sacramento. Responsible for all leasing, showing of apartments, scheduling of vendors and all office and accounting work related to the property.
Customer Service Representative - Online Banking
Wells Fargo - Concord, CA
September 2009 to November 2009
and 12/08 - 05/09, Salt Lake City, UT
Serve as the first point of contact with existing and potential Wells Fargo customers in a high volume customer contact center. Responsible for assisting clients with inquires related to online financialproducts and services, identify cross selling opportunities and ensure total customer satisfaction with each call.
Key Accomplishments
● Standard of Excellence goals met or exceeded throughout tenure:
Consistently exceeded established sales and profit goals by over 125%.
Met or exceeded 94% on quality assurance evaluations and adherence metrics.
●Maintained teams lowest average handle time, handling between 70-90 calls per day.
●Received three "E-Ward" certificates for exceptional customer feedback.
Contract Technical Support Team Lead - AppleCare iPhone Support
Team Persona / Apple Inc - Rancho Cordova, CA
November 2007 to April 2008
Responsibilities included coaching and performance development on a team of 30 phone support agents in addition to handling weekly assigned call volume goal. Daily responsibilities included targeted one-on-one coaching, side-by
side call mentoring, hands-on-training and team-building. Additional duties include a variety of special projects and serving as the acting supervisor in their absence.
Key Accomplishments
●Achieved highest score in class upon completion of AppleCare Technical Training course.
●Promoted from agent to team lead within two weeks after training.
●Met or exceeded established customer satisfaction goals through surveys.
●Developed and facilitated extended warranty sales training workshops for entire call center.
●Increased team productivity through ongoing coaching and staff development.
Worker's Compensation Insurance Technician
State Compensation Insurance Fund - Fairfield, CA
November 2005 to October 2007
Responsibilities included answering inbound calls from policyholders regarding their accounts, processing research on payments made, withdrawing cancellations on policies when needed, processing renewals and quoting of new policies, and issuing certificates.
Key Accomplishments:
●Consistently handled highest volume of calls for entire center at a volume of 100+ per day.
●Regularly expedited processing of assigned policy renewals before deadlines allowing me to assist my peers in achieving their goals as well.
Accounting Clerk
DEB, Inc - Stockton, CA
January 2005 to November 2005
Accounting Clerk for a major construction company based out of San Diego in their Northern California office. Handled all accounting functions related to the Northern California region. Duties included but were not limited to: processing and
coding invoices for payments, entering in weekly payroll, maintaining vendor files, entering lien releases for jobs as received, relief receptionist, processing check payments for subcontractors, and assisting with closeouts on completed jobs.
Project Coordinator
Valley Commercial Contractors, LP - Roseville, CA
July 2003 to September 2004
Project Coordinator for a large general contractor in the Sacramento Area. Initially hired as a receptionist and promoted after one month. Handled all accounting and administrative aspects of jobs that were assigned to me from start to finish. Worked very closely with project managers, subcontractors, vendors, and owners. Worked each job from initial bidding stage to closeout. Normal load was 20 - 25 jobs in various stages at a time.
Education
High school diploma or GED in College preparatory
Ontario High School - Ontario, CA
August 1985 to June 1989
Associate in Business Administration
Independence University - Salt Lake City, UT
Skills
•Accounts Payable (10+ years)
•Accounts Receivable (7 years)
•Customer Service (10+ years)
•Excel (8 years)
•Word (10+ years)
•Quickbooks (7 years)
•Technical Support (10+ years)
•Accounting (10+ years)
•General Office Skills (10+ years)
•Executive Support (6 years)
•Payroll (7 years)
•Meeting Planning (4 years)
•Project Coordination (4 years)
•Workers Compensation (6 years)
•PC (10+ years)
•Mac OS X (10+ years)
•Tax Preparation
•Invoice
•Bookkeeping
•Data Entry
•Sales
•Microsoft Office
•Filing
•MS Office
•Microsoft Word
•AS400
•access
•Billing (5 years)
•Outlook
•credit
•General Ledger (5 years)
•Receptionist (7 years)
•Research (10+ years)
•IOS (5 years)
•Administrative Assistant
•Microsoft Excel
•Scheduling
•Live Chat
•Accounting Software
•General Ledger Reconciliation
•Help Desk
•Account Reconciliation
•Account Reconciliation
•Journal Entries
•Administrative Experience
•Leadership Experience
•Management Experience
•LIHTC
•Property Management
•Tax Experience
•Microsoft Outlook
•Office Management
•Front desk
•Bank Reconciliation
•GAAP
•Computer literacy
•10 key calculator
•Human resources
•Communication skills
•Recruiting
•Microsoft Access
Typing
•Clerical experience
•Customer retention
•English
•Time management
Certifications and Licenses
Driver's License
Assessments
Customer Service Skills — Proficient
November 2018
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Proficient
Accounting: Basic Principles — Highly Proficient
April 2019
Measures a candidate's ability to prepare financial records according to federal policies. Full results: Highly Proficient
Organizational Skills — Proficient
March 2019
Measures a candidate's ability to arrange and manage files or records using a set of rules. Full results: Proficient
Proficiency with Microsoft Office: Mail & Calendar (Mac) — Expert
May 2019
Using Microsoft Office Mail and Calendar tools to manage workload.
Full results: Expert
Basic Spreadsheet Proficiency with Microsoft Excel — Proficient
May 2019
Measures a candidate's knowledge of basic Microsoft Excel techniques, including sorting, formatting,
and filtering of columns or rows.
Full results: Proficient
Written Communication — Proficient
April 2019
Measures a candidate's ability to convey written information using proper grammar rules. Full results: Proficient
Cognitive Ability — Proficient
May 2019
Measures a candidate's ability to combine pieces of information to form general rules or conclusions. Full results: Proficient
Proficiency with Microsoft Office: Mail & Calendar (PC) — Proficient
May 2019
Using Microsoft Office Mail and Calendar tools to manage workload.
Full results: Proficient
Working with MS Word Documents (Intermediate) — Expert
May 2019
Intermediate Word techniques, including the use of formatting, Track Changes, and Comments. Full results: Expert
Accounting Skills: Bookkeeping — Expert
May 2019
Calculating and determining the accuracy of financial data.
Full results: Expert
Verbal Communication — Highly Proficient
June 2019
Speaking clearly, correctly, and concisely.
Full results: Highly Proficient
Problem Solving — Expert
May 2019
Measures a candidate's ability to analyze relevant information when solving problems. Full results: Expert
Customer Focus & Orientation — Proficient
May 2019
Measures a candidate's ability to respond to customer situations with sensitivity.
Full results: Proficient
Personality: Hard-Working — Proficient
June 2019
Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
Full results: Proficient
Basic Computer Skills: PC — Expert
May 2019
Performing basic computer operations, navigating a Windows OS, and troubleshooting common
computer problems.
Full results: Expert
Administrative Assistant — Expert
August 2019
Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Expert
Call Center Customer Service — Highly Proficient
October 2019
Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Highly Proficient
Customer Service Skills — Expert
November 2019
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Expert
Receptionist — Highly Proficient
November 2019
Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Highly Proficient
Scheduling — Highly Proficient
November 2019
Cross-referencing agendas and itineraries to avoid scheduling conflicts.
Full results: Highly Proficient
Attention to Detail — Highly Proficient
November 2019
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Highly Proficient
Project Management Skills: Time Management — Highly Proficient
November 2019
Prioritizing and allocating time to effectively achieve project deliverables
Full results: Highly Proficient
Administrative Assistant — Expert
March 2020
Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Expert
Attention to Detail — Highly Proficient
February 2020
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Highly Proficient
Customer Focus & Orientation — Proficient
February 2020
Responding to customer situations with sensitivity
Full results: Proficient
Accounting Skills: Bookkeeping — Highly Proficient
February 2020
Calculating and determining the accuracy of financial data
Full results: Highly Proficient
Delivery Driver — Proficient
January 2020
Interpreting instructions, reading maps, and solving problems.
Full results: Proficient
Critical Thinking — Proficient
January 2020
Measures a candidate’s ability to use logical approaches when solving problems.
Full results: Proficient
Human Resources Skills: Recruiting — Highly Proficient
December 2019
Managing the candidate sourcing and selection process
Full results: Highly Proficient
Numerical Reasoning Skills — Highly Proficient
March 2020
Quickly and accurately performing basic mathematical operations, recognizing numerical sequences,
and interpreting graphs.
Full results: Highly Proficient
Attention to Detail — Highly Proficient
February 2020
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Highly Proficient
Filing & Organization — Highly Proficient
May 2020
Arranging and managing information or materials using a set of rules.
Full results: Highly Proficient
Administrative Support — Highly Proficient
May 2020
Using basic scheduling and organizational skills in an office setting.
Full results: Highly Proficient
Basic Computer Skills: PC — Highly Proficient
June 2019
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Highly Proficient
Customer Focus & Orientation — Proficient
February 2020
Responding to customer situations with sensitivity
Full results: Proficient
Customer Service — Expert
May 2020
Identifying and resolving common customer issues
Full results: Expert
HR: Compensation & Benefits — Proficient
November 2020
Knowledge of compensation and benefits programs
Full results: Proficient
Numerical Reasoning Skills — Highly Proficient
December 2020
Quickly and accurately performing basic mathematical operations, recognizing numerical sequences, and interpreting graphs
Full results: Highly Proficient
Business Math — Highly Proficient
August 2020
Using basic math to solve problems in a business context
Full results: Highly Proficient
Active Listening — Highly Proficient
August 2020
Actively listening and appropriately responding in conversations
Full results: Highly Proficient
Accounting Skills: Bookkeeping — Highly Proficient
February 2020
Calculating and determining the accuracy of financial data
Full results: Highly Proficient
Attention to Detail — Highly Proficient
February 2020
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Highly Proficient
Customer Service — Expert
May 2020
Identifying and resolving common customer issues
Full results: Expert
Call Center Customer Service — Expert
May 2020
Applying customer service skills in a call center setting.
Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
QUALIFICATIONS PROFILE
Experienced Customer Support Professional
●Experienced in the fields of accounting, customer service and technical support.
●Reputation for exceeding established service, sales and production goals.
●Service-oriented, technically skilled and hardworking team player.
●Expert interpersonal and communication skills.
SKILLS
●Proficient in MS Office Products
●Type 50 wpm
●Data entry 9,000 ksph
●Experience with many different types of accounting software
●Proficient with Internet use
●Trained in both PC & Macintosh systems and programs
Contact this candidate