Jennifer Melendez
El Cajon,CA
Summary
Quality-driven team leader and experienced call center professional fluent in English/ Spanish. Familiar with handling 100+ calls a day in busy, high-volume environments. Applying advanced listening, communication and problem-solving skills to diverse Patient Concerns concerns. Excellent trainer and coach with 10+ years of related experience. Friendly professional with a knowledgeable and organized approach to solving team and patient issues.
Overview
14
14
years of professional experience
Work History
Call Center Team Lead
La Maestra Community Health Clinic
El Cajon, CA
04.2019 - Current
- Schedule Appointments
- Answered 10+ calls an hour
- Verify Insurance for each patient
- Answer and transfer calls to correct department
- worked closely with each department to ensure proper workflow
- Managed high call volumes while providing exceptional customer support and maintaining professional demeanor with patients at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving complaints in a timely manner.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring patient satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Receptionist/ Cashier
Kia El Cajon
El Cajon
09.2018 - 04.2019
- Receive Cash/ Checks and credit card payments
- Record amount received on repair order/ counter ticket
- calculate customers bill using dealership system
- answer phones and direct them to correct department
- daily scan ROS
- Build Dead Deal Folders
- Balance Drawer Daily
Ophthalmic Technician
Lisa Weiss Optometry- Vision Source
El Cajon
12.2011 - 08.2018
- Check patients Visual Acuity
- Check IOP
- Take Patient Family History
- Optic Nerve Scanning
- Corneal Topography
- minor repair on eye glasses
Patient Care Representitive
Lisa Weiss Optometry Vision Source
El Cajon
12.2011 - 08.2018
- Great patients in an enthusiastic manner as they arrive and guide them thru the initial steps of their appt
- manage phones
- confirm and reschedule appointments
- Maintained accurate patient records to support effective diagnoses and proper treatments for each individual case.
- coordinate patient files and ensure proper documentation is in each file
- receive patient payments, input system info , issure receipts
- prepare charts for next day appts
- happy calls to ensure patient satisfaction
- file/ scan documents
- book appointments
Team Leader
Jack In The Box
El Cajon
11.2009 - 11.2011
- operate cash register / front- drive thru
- bag orders
- maintain time for each customer
- greet customers
- cross trained every station
- prepared daily bank deposits
- took bank deposits
- stocked
- assisted with customer complaints
- covered each station for lunches
Education
High School Diploma -
El Cajon High School
El Cajon07.2009
Skills
- Knowledge database understanding
- Quality controls
- Quality Assurance
- Team Management
- Customer Service
- Fluent in English/ Spanish
- Call Center Customer Service
- Employee Development
Languages
English
Spanish
Timeline
Call Center Team Lead
La Maestra Community Health Clinic
04.2019 - Current
Receptionist/ Cashier
Kia El Cajon
09.2018 - 04.2019
Ophthalmic Technician
Lisa Weiss Optometry- Vision Source
12.2011 - 08.2018
Patient Care Representitive
Lisa Weiss Optometry Vision Source
12.2011 - 08.2018
Team Leader
Jack In The Box
11.2009 - 11.2011
High School Diploma -
El Cajon High School