Mel Black
Professional Go Getter | Customer Service Champion
Honolulu
Summary
Results-driven Operations and Customer Experience Strategist with expertise in leading AI integration and user acceptance testing for enhanced service delivery. Selected for pilot programs, demonstrating skill in navigating complex systems while managing over 80 daily interactions. Proven ability to optimize standard operating procedures, achieving a 10% reduction in average handling time and transforming operational challenges into low-effort consumer experiences.
Overview
11
11
years of professional experience
Work History
VB CSR Hybrid
VSP
08.2024 - Current
- Managed complex account issues using CRM software, ensuring timely resolution and accurate documentation.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business - Analyze and rectify complaints while maintaining rigorous compliance standards.
- Resolved customer inquiries through effective communication, enhancing satisfaction and retention rates.
- Promptly modify and fix claims involving erroneous submissions by providers or reinstatement of benefits through AOB/OON retailers
- Versatility in managing inn-suspends and ups claims exceeding expected output by 250%
Strike Team
VSP
05.2025 - 10.2025
- Engaged in R&D space targeting AI integration
- Mediated collaboration between contributors, spanning directors and front-facing agents.
- Directed user acceptance testing
- Refined auditing skills through nine months of evaluating multiple agents. Performed detailed assessments of various agents, contributing to skill development.
- Developed proficiency with previously unrecognized programs/systems - e.g. Jira sandbox environments
- Defined existing SOPs into user-centric designs and optimized for AI, resulting in 10% savings on AHT KPI
Medicare/Tx Compliance Pilot
VSP
12.2024 - 03.2025
- Delivered contributions/feedback to organizers
- Prioritize targets
- Managed multiple claims queues concurrently
- Functioned with minimal oversight
EEO Project Eye
VSP
11.2023 - 07.2024
- Improved shopping experience with tailored consultations and resolved general website inquiries.
- Processed more than 35 calls on a daily basis
- Directed and replied to messages in shared email queue.
- Steered through intricate systems to deliver optimal experience
- Fostered exceptional customer service skills to facilitate low-effort experiences for callers needing order status updates, cancellations, or other order-related inquiries
- Lessened negative experiences by overseeing and adjusting expectations, maintaining a solution-driven perspective.
- Designated as one of four to extend project duration.
- Worked effectively in fast-paced environments.
VB CSR Hybrid
VSP
03.2023 - 10.2023
- See CSR responsibilities below, with the addition of managing and maintaining financial accuracy, QA, and flexing between COB, INN-Susp and UPS queues as needed
- Process up to 30+ cph - often 250% output
- Collaborated with cross-functional teams to implement initiatives that improved overall customer experience standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Alternated between claims processing and VB calls to address business demands. Ensured rigorous attention to detail in all assignments. Emphasized independent work ethic and proactive problem-solving.
VB Customer Service Representative
VSP
07.2022 - 03.2023
- Handle a thriving call queue while delivering outstanding support to each caller.
- Manage 80-100+ calls daily
- Coordinate with other departments to identify solutions and develop competencies to fulfill caller expectations
- Resolved customer inquiries through multiple communication channels, enhancing overall satisfaction and loyalty.
- Developed and maintained knowledge base for troubleshooting common issues, increasing efficiency in support responses.
- Analyzed customer feedback to identify trends and recommend improvements to service delivery strategies.
Customer Service Specialist
Pacific Instruments
12.2021 - 04.2022
- Designed educational resources to improve team understanding of product features and services.
- Optimize and digitize information within a unified system
- Modernized customer profiles and company reports, facilitating easy access for all staff and executives.
- Communication and coordination among manufacturers and customers while overseeing invoice management and handling client financial data
- Mail processing, internal delivery and ensuring cleanliness in shared spaces
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Assistant Store Manager
Crocs, Ltd
10.2019 - 03.2020
- Supervise team efforts towards accomplishing sales-focused targets and meeting overall KPIs.
- Achieved top three rankings in Hawaii market for two consecutive months
- Encourage growth for all team members across different experience levels
- Trained and developed staff to enhance customer service standards.
- Address client expectations when dissatisfied with junior and intermediate assistance
- Assisted in managing daily store operations and sales performance.
Operations Supervisor
Duty Free Shoppers
04.2019 - 09.2019
- Supervised 13 operations specialists, fostering a productive environment and driving operational excellence
- Coordinated supply ordering and invoice processing to optimize procurement efficiency. Oversaw large cash handling activities, ensuring strict compliance and security measures. Streamlined scheduling of timecards and timekeeping systems to improve payroll accuracy. Supervised uniform distribution processes to uphold company standards. Handled foreign exchange transactions accurately, adhering to legal requirements.
- Supervised daily operations to ensure compliance with company standards and regulatory requirements.
- Coordinated team schedules to optimize workforce efficiency and maintain service quality.
Sales Specialist
Maui Divers
08.2018 - 12.2018
- Sales fueled by expertise.
- Achieved individual sales metrics while contributing to team performance goals. Developed relationships with both existing and potential customers to generate leads. Emphasized collaborative efforts to reach team sales targets. Participated in networking events to enhance visibility and market presence.
- Developed and maintained strong customer relationships to enhance sales opportunities.
- Analyzed market trends to identify and target potential growth areas for product offerings.
Technical Expert/Trainer
Apple, Inc.
07.2015 - 08.2018
- Genius Bar Technical Expert focused on nurturing and restoring ties with existing and prospective demanding customers while cultivating corporate relations
- Lead training initiatives and direct repair team to confirm adherence to established training and procedures.
- Facilitating growth of existing team and onboarding of new team members.
- Mentored junior staff on best practices in technical support and product knowledge.
- Coordinated with sales teams to provide expert guidance on product features and capabilities for client presentations.
- Managed escalations of complex technical issues, ensuring timely resolution and customer satisfaction enhancements.
Specialist
Apple, Inc.
01.2015 - 07.2015
- Cultivate and elevate customer experiences while ensuring adherence to brand standards for all customers.
- Built rapport with all individuals to enhance a cohesive and comprehensive team dynamic.
- Analyzed customer feedback data to identify trends, driving product improvements and user satisfaction.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Education
Assoc. - English
University of Hawaii
Honolulu, HISkills
Active listening
Critical thinking
Relationship building
Call center experience
Conflict resolution
Client relations
Follow-up skills
Call management
Documentation
Research
Quality assurance controls
ACCOLADES
Awesome CSR Jan 2023, Dec 2023, Feb 2024, Dean’s Honor Roll – University of HI, Principal’s Honor Roll – Capital High School
Timeline
Strike Team
VSP
05.2025 - 10.2025
Medicare/Tx Compliance Pilot
VSP
12.2024 - 03.2025
VB CSR Hybrid
VSP
08.2024 - Current
EEO Project Eye
VSP
11.2023 - 07.2024
VB CSR Hybrid
VSP
03.2023 - 10.2023
VB Customer Service Representative
VSP
07.2022 - 03.2023
Customer Service Specialist
Pacific Instruments
12.2021 - 04.2022
Assistant Store Manager
Crocs, Ltd
10.2019 - 03.2020
Operations Supervisor
Duty Free Shoppers
04.2019 - 09.2019
Sales Specialist
Maui Divers
08.2018 - 12.2018
Technical Expert/Trainer
Apple, Inc.
07.2015 - 08.2018
Specialist
Apple, Inc.
01.2015 - 07.2015
Assoc. - English
University of Hawaii