Customer Service Call Center

MY

Melisa Young

Communication with Physicians and Patients Escalation

Handling

************@*****.*** • Union, South Carolina

SUMMARY Seasoned remote customer service professional with over 8 years of experience in call center operations, technical support, and supervisory roles. Expertise in communication with physicians and patients, escalation handling, and HIPAA compliance. Known for a composed, consistent, and rational approach to problem-solving and customer interactions. Aiming to leverage skills in a structured, supportive remote work environment. KEY

ACHIEVEMENTS

Enhanced Customer Service Efficiency: Enhanced customer service efficiency at Sitel/Foundever by applying a composed and consistent approach to handling inbound and outbound calls, leading to improved customer satisfaction and resolution rates. Improved Surveillance Operations: Improved surveillance operations at Universal Monitoring-Fedora by applying a hands-on and focused approach to monitoring and reporting, leading to increased security and reduced incidents. Optimized Patrol Supervision: Optimized patrol supervision at Allied Universal by applying a rational and cautious approach to inspections and scheduling, leading to better resource allocation and officer performance. EXPERIENCE Sitel/Foundever Jun 2022 - Present

Universal Monitoring-Fedora Aug 2018 - Jun 2022

Allied Universal Jun 2015 - Aug 2018

PSC- Customer Service

Full-Time

Handled inbound and outbound calls, data entry level 3, and used multiple applications including Microsoft, Chrome, Kronos, Citrix, Workforce, and Microsoft Edge. Served as a Physician Service representative for Accredo/Cigna/Express Scripts, BCBS insurance, managing claims, prior authorizations, benefits, payments, and billings. Scheduled oncology medications, communicated with physicians and patients, managed orders, order statuses, resolutions, and escalations. Handled USAA Banking tasks including ATM, debit, credit, accounting, payments, and account notations while ensuring HIPAA compliance and customer safety. Virtual Operator

Full-Time

Managed inbound and outbound calls, cameras, and surveillance footage of properties, businesses, and personal residences.

Dispatched on theft and alarm notifications, monitored construction sites and churches, and reported any unusual activities.

Worked closely with CMPD on wrongdoings, checked in workers of energy sites daily across multiple states and countries.

Handled technical issues and troubleshooting of cameras and video equipment using Microsoft and Chrome.

Patrol Supervisor

Full-Time

Conducted inspections, uniform deliveries, scheduling, data entry, foot patrols, and site patrols.

Supervised over 600 officers and sites in North Carolina, managed surveillance of apartments, businesses, and homes.

Handled airport clearance at UPS and FDX companies, controlled vehicle usage, repairs, and fuselage for each site.

Ensured certification of security licenses for officers. SKILLS

SKILLS Alarm Notifications Communication with Physicians and Patients Escalation Handling HIPAA Compliance Order Processing Payment Processing Resolution Management Supervisory Skills Remote Technical Support Remote Desktop Services Windows Servers Call Center Experience Benefits Administration Windows Remote Assistance Inbound Calls

PERSONALITY

STRENGTHS

Scientifically validated

by Trudy

Conventional — Adheres to established processes and methods Planful — Structured, meticulous, and achievement-oriented Autonomous — Independently drives results

Accommodating — Diplomatic and accepting of others’ needs Composed — Remains calm under pressure

EDUCATION Independence University 2017 - 2019

Penn Foster High-online 2015 - 2017

Accounting Sales, Associates degree

Diploma

LANGUAGES English

Native

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