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
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
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
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
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
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
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