Customer Service Professional with 15+ Years Experience
Resume:
MELISSA J. BERRY
El Paso, Texas 79925
915-***-**** – cell
**********@***.***
OBJECTIVE: Customer Service, Banking, Insurance, Call Center, Office Administration
SUMMARY OF QUALIFICATIONS
15+ years of experience in all areas of customer service, hospitality, office administration, sales, and clerical/data entry support. Database management in diverse business settings, i.e.: Health Care, Auto and Homeowners Insurance, Title Escrow, Banking, Corporate Office, Claims Processing & Logistics / Transportation. Call Center experience working in a dual monitor environment and the ability to use over seven open programs at one time processing 75-100 calls per day.
Well versed in general accounting concepts including journal entries, accounts receivable, accounts payable, payroll, daily, and month end reports/reconciliations, Travel & event planning.
Seven years of banking experience, including Member Contact Center, Teller Operations, servicing accounts, cash drawer balancing, Federal Reserve guidelines for ordering cash supply.
Strong interpersonal and communication skills necessary to interact with all levels of internal and external customers with diverse backgrounds with excellent written and verbal communication skills.
Quick learner in business settings that focus on high levels of customer service and satisfaction, to ensure customer needs are addressed effectively.
Excellent problem-solving skills and highly organized, with a strong sense of prioritizing projects & workloads necessary to meet deadlines.
Computer Literacy: Advanced proficiency with MS Office & Google Suite. Knowledge of Salesforce,GEM Facets,SAP QuickBooks and various accounting and database systems specific to office environments. i.e.: OUTLOOK, TEAMS, AVAYA X, ZOOM
Proficient in Data Entry Alpha/Numeric (9500/0) and typing proficiency (55+ wpm).
Bilingual: English and Spanish
Education: HS Diploma – Burges High School, El Paso, TX
EMPLOYMENT HISTORY
Provider & Member Service Rep Sept 2025-Present
Blue Cross of Idaho/VDart
Assist the needs of inbound callers on issues ranging from claims, provider searches, location of resources, obtaining an interpreter, processing billing payments, referring enrollment issues and helping brokers, providers & customers understand benefits.
High level of accuracy and attention to detail to maintain accuracy.
Live-document caller interactions in accordance with quality assurance guidelines.
Ability to ask effective probing questions and de-escalate challenging member inquiries and concerns
Performs other duties as assigned.
Remote Customer Service Representative June 2, 2025 – August, 2025
Rang Technologies- UKG, El Paso, TX
Answer incoming calls with enthusiasm and confidence, case/ticket creation and dispatch to proper ques.Regarding payroll for several Fortune 500 companies.
Maintain high level knowledge of extensive client product suite. Confirm and/or update customers contact information & monitor customer self ticket creation queue
Reach out to on call technicians for urgent customer issues
Adhere to standard operating procedures and policies.
Customer Support Sept 2024 – March 2025
CSL Plasma / HCL, El Paso, TX
Manage inbound/outbound calls for donors needing help with the CSL App and website or questions about eligibility.
Get all correct information on the donor using courtesy, empathy and professional etiquette.
Meet all expectations for Quality Assurance, Adherence, Conformance & Efficiency.
Provide excellent customer service by working efficiently to ensure that all customer questions & concerns are resolved for up to 45 calls per day.
Use of dual monitor environment and the ability to use several different open programs at one time.
Home Health Care Provider – Part Time Jan 2024 – July 2025
Patient’s / Sandra Ochoa
Primary Caretaker/ Patricia Ochoa Herrera
Assists with bathing and dressing.
Offer companionship and friendly conversation.
Perform light housekeeping.
Prepare meals per recommended diet.
Provided medication reminders.
Run errands as needed.
Shop for groceries.
Hybrid Customer Service Rep Aug 2023 – Nov 2023
Sentry Insurance Company, El Paso, TX
Manage inbound/outbound calls for members needing help with their auto & home insurance policies to include policy changes, billing, processing documents and any general questions.
Claims and benefits processing, payments, upselling, and adjusting policies as needed.
Meet all expectations for Quality Assurance, Adherence, Conformance & Efficiency.
Provide excellent customer service educating and working efficiently to ensure that all customer questions & concerns are resolved for up to 75 calls per day.
Use of dual monitor environment and the ability to use several different open programs at one time.
Remote Member Contact Center Oct 2022–May 2023 Security Service Federal Credit Union, El Paso, TX
Manage inbound/outbound calls for members needing assistance with their accounts. Opening/closing or maintenance processes for Personal, Business, CD’s, ACH & Debit accounts. i.e.: Deposits, external / internal transfers, provide balance or process cancellations. Promote and cross-sell bank products and services.
Complete ACH & Debit disputes. Overdraft / NSF reversal decisions.
Account Reconciliation and troubleshooting.
Meet all expectations for Quality Assurance, Adherence, Conformance & Efficiency
Ensure compliance with bank policies and security procedures. Provide excellent customer service working efficiently to ensure that all customer questions & concerns are resolved.
Use of dual monitor environment and the ability to use several different open programs at one time.
Remote Prior Authorization Representative - Temporary Jan 2022– July 2022
CVS Caremark, San Antonio, TX / SGS Consulting, El Paso, TX
Manage inbound/outbound calls from medical offices, physicians, and healthcare providers in support of providing prior authorization for medication needs.
Experience with Medicare Advantage, Medicare Supplement, Star+Plus & Chips Health Insurance.
Processing claims and requests per documented guidelines.
Important first line of contact for with customers,
Provide excellent customer service & work efficiently to ensure that all customers’ questions & concerns have been resolved.
Use of dual monitor environment and the ability to use several different open programs at one time.
Remote Call Center / CSR - Temporary March 2021– Sept 2021
Superior HealthPlan, El Paso, TX
Taking confidential calls with questions & concerns from members regarding their Medicaid plan.
Analyze policies to ensure they are in compliance with legislation and initiate the process of claims.
Data entry of customer updates to account like PCP changes, preferences, demographics, pharmacy issues, benefits & H4214 forms for motor transfer reimbursements, screening & claims.
Provide excellent customer service & work efficiently to ensure that all customers’ questions & concerns have been resolved.
Use of dual monitor environment and the ability to use several different open programs at one time.
Office Assistant/ Call Center - Temporary Nov 2020 – February 2021
DM Dickason Personnel Services / Dept. of Public Health/ City of El Paso, TX
Data entry of confidential information concerning the COVID-19 cases involved in El Paso, TX.
The transfer of data from El Paso database to State Texas Health Trace database and vice versa.
Work quickly & efficiently to make sure all cases are up to date.
Taking confidential calls with questions & concerns from COVID positive citizens of the El Paso community. Once out of isolation, make confidential calls for updates and supply ROI letters to those who need to return to work.
Scheduling of COVID-19 vaccinations & antibody testing per the El Paso Strong website.
*Note: Out of work due to pandemic of COVID-19 from April 2020 – Oct 2020
General Office/CSR - Temporary July 2019 – March 2020
Aerotek Staffing & Recruiting, El Paso, TX
Worked on two assignments consecutively for this agency.
LexisNexis/CSR- Inbound/Outbound problem solving & data entry of orders for vital statistic records nationwide using discretion & confidentiality. Process payments, track deliveries through UPS & email correspondence with customers. Upsells on products and shipping options.
Gama, LLC/Auditor- Auditing of payroll for errors to overtime, pay rate & taxes on invoices.
Escrow Support Processor / Receptionist June 2018 – July 2019
WestStar Title, LLC, El Paso, TX – Trained as an Escrow Assistant while working at the bank.
Assist with escrow openings/closings uploading necessary documents to confidential storage system.
Receive and enter contract data on system and receipt and deposit of earnest money.
Review mortgage contracts to determine a timeline for title information.
Review title work delivered by exam department and assist parties to cure noted title deficiencies.
Order payoffs, improvement surveys and title updates, as necessary.
Work with lenders to obtain funding authorization.
Account reconciliation to timely balance the ledger and disburse funds in accordance with the final closing disclosures and lender instructions.
Upload all necessary documents to confidential storage system.
Aid in clearing outstanding checks and obtaining releases of liens.
Review and record liens, deeds and executed documents as needed.
FA Experience
Screen, direct phone calls; order supplies, greet guests courteously & professionally.
Administrative Assistant / Office of CEO & President May 2018 – Aug 2018 WestStar Bank Downtown, El Paso, TX -
Manage executives’ calendars and set up meetings.
Make travel and accommodation arrangements.
Prepare conference room for meetings, conference calls and events.
Prepare correspondence & obtain approvals for all charitable contribution activity (CRA).
Organize and maintain office filing system with discretion and confidentiality.
Screen, direct phone calls; order supplies; meeting minutes.
Greet guests courteously & professionally.
Assist in all areas as needed for Executive officers.
Trained for Escrow Assistant
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