Melaine Gaddy
Washington,DC
Summary
Dedicated and knowledgeable customer service professional with extensive experience in the medical industry. Solid team player with an outgoing and positive demeanor, establishing strong rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization, delivering exceptional results. Articulate and energetic nature, passionate about developing relationships and growing businesses, driving desire to kickstart career in a new opportunity.
Overview
4
4
years of professional experience
Work History
Care Coordinator
Optum Serve - Veterans Benefits Administration
01.2024 - 06.2024
- Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 80-100
- Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
- Directed telephone calls to appropriate parties.
- Streamlined appointment cancellations and rescheduling, minimizing disruptions to daily operations.
Insurance Customer Service Representative
Blue Shield of CA
03.2023 - 12.2023
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Assisted customer in navigating company website and placing online orders for HSA, FSA , Flexible spending accounts .
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 80-100 per days
- Set up customer payment plans to cover annual policies and renewals.
- Played key role in successful migration of customer data to new database, ensuring no customer information was lost.
Customer Service Representative
Everise
02.2022 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 60-80 per day
- Collaborated with pharmacy team members to address customer concerns or inquiries promptly and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Verified prescription information prior to entry in pharmacy computer system.
- Established and maintained patient profiles, updating organizational database with current information.
Customer Support Specialist
Afni Inc, Verizon
01.2021 - 01.2022
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 60-80 per days
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Customer Support Specialist
VXI
03.2020 - 12.2021
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Education
High School Diploma -
Westover High School
Fayetteville, NC05-2019
Skills
- Case Management
- Organizational Skills
- Medical terminology understanding
- Policy Adherence
- Scheduling
- HIPAA Guidelines
- Patient Advocacy
- Time Management
- Excel spreadsheets
- Complex Problem-Solving
- Dedicated Team Player
- Operating systems knowledge
Timeline
Care Coordinator
Optum Serve - Veterans Benefits Administration
01.2024 - 06.2024
Insurance Customer Service Representative
Blue Shield of CA
03.2023 - 12.2023
Customer Service Representative
Everise
02.2022 - 02.2023
Customer Support Specialist
Afni Inc, Verizon
01.2021 - 01.2022
Customer Support Specialist
VXI
03.2020 - 12.2021
High School Diploma -
Westover High School
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