Summary
Overview
Work History
Education
Skills
Timeline
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DANIELLE MELLON

Tampa,FL

Summary

I am seeking to gain experience in information technology within an organization that provides opportunities for career advancement. As a dedicated customer service professional, I possess a solid understanding of service delivery and have demonstrated strong multitasking skills. I am committed to fostering professional relationships to enhance profitability and drive positive business outcomes.

Overview

7
7
years of professional experience

Work History

Customer Support Specialist

UnitedHealthcare
06.2021 - Current
  • Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
  • Contact care providers (doctor’s offices) on behalf of the customer to assist with appointments, scheduling or connections with internal specialist for assistance
  • Assist customers in navigating the website to encourage and reassure them to be self-sufficient
  • Researched explanation of benefits (EOB’s) and/or denials in systems in order to assist patients and explain balances
  • Route telephone calls and mail to appropriate department resource for follow up on problem accounts
  • Assisted clinics, referring doctors, attorneys, insurance companies and patients responsible parties with general questions.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Support Associate

Home Depot
09.2019 - 12.2020
  • Handles incoming calls or inquiries from customers
  • Assists customers effectively by solving customer disputes
  • Provides customer additional information or explanation of services
  • Discusses products offered and ensures customer satisfaction
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Provided seller support on refunds, posted feedback and policy changes.
  • Communicated with vendors regarding backorder availability, future inventory, and special orders.
  • Issued credits for contested returns, shipping fees and damaged merchandise.
  • Answered questions regarding seller inventory, shipping, payments and buyer complaints.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.

Technical Support Specialist

Concentrix, Turbo Tax
11.2017 - 04.2019
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
  • Documented calls using service now
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to support requests from customers and patiently walked individuals through basic troubleshooting tasks.
  • Facilitated the seamless printing of tax forms and downloading of software applications
  • Assisted customers in the installation and configuration of the app on both iOS and Android platforms


Education

Media Communications And Technology -

Full Sail University
2016

Support Technician Training Program -

Novi High School
06.2012

Skills

  • Jira
  • Help desk
  • Microsoft 365
  • IOS
  • Ventura - Mac OS
  • Virtual Environments
  • Oracle
  • Excel
  • Break/fix support
  • Active Directory
  • Basic computer skills-Expert
  • Technical Support Customer Situations-Expert
  • Call Center Customer Service-Expert

Timeline

Customer Support Specialist

UnitedHealthcare
06.2021 - Current

Customer Support Associate

Home Depot
09.2019 - 12.2020

Technical Support Specialist

Concentrix, Turbo Tax
11.2017 - 04.2019

Support Technician Training Program -

Novi High School

Media Communications And Technology -

Full Sail University

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DANIELLE MELLON