Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Affiliations
Timeline
Server

MELANIE AYERS

New Castle,PA

Summary

Hardworking Customer Service Representative with 20 plus years of experience in a retail and call center environment. Trained in project and time management and proven multitasking ability. Committed to maintaining professional relationships with clients to increase profitability and drive business goals.

Overview

17
17
years of professional experience

Work History

Patient Services Representative

UPMC
New Castle, PA
07.2021 - Current
  • Assisted patients in filling out check-in and payment paperwork.
  • Used Epic to schedule appointments.
  • Took copayments and compiled daily financial records.
  • Reviewed and corrected claim errors to facilitate smooth processing.
  • Balanced deposits and credit card payments each day.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.

Server

CRANE ROOM GRILLE
New Castle, PA
11.2019 - Current
  • Cultivated warm relationships with regular customers.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Used slow periods to restock supplies, ice, trays and delivery bags.
  • Checked identification for minimum age for sale of alcoholic beverages.

Sr Subrogation Resolution

LIBERTY MUTUAL INSURANCE
01.2019 - 07.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Sr. Medical Services Rep

LIBERTY MUTUAL INSURANCE COMPANY
New Castle, PA
06.2015 - 01.2019
  • Active listening skills
  • Technical aptitude
  • Conflict resolution
  • Self-motivated
  • Answered provider telephone calls promptly and in an appropriate manner
  • Investigated and resolved provider inquiries and complaints in a timely and empathetic manner
  • Coordinated between billing department and providers to resolve problems
  • Developed provider rapport by promptly processing requests and resolving financial discrepancies
  • Awarded Top Performer Awards in 2016 and 2017
  • Selected for Leadership Development Program in 2018.

Store Manager

PAYLESS SHOESOURCE INC
Grove City, PA
09.2011 - 04.2014
  • Strategically scheduled team members to maintain optimal staffing levels at all times
  • Completed all cleaning, stocking and organizing tasks in assigned sales area
  • Completed all daily tasks and special assignments with an efficient and quality-driven approach
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
  • Trained new employees on proper protocols and customer service standards
  • Maintained work environment in clean and sanitary manner
  • Recommended merchandise to customers based on their needs and preferences
  • Greeted customers in a timely fashion while quickly determining their needs.

General Manager

ARBY'S RESTAURANT GROUP INC
New Castle, PA
07.2007 - 08.2009
  • Led and directed team members on effective methods, operations and procedures
  • Carefully interviewed, selected, trained and supervised staff
  • Maintained a safe working and guest environment to reduce the risk of injury and accidents
  • Promoted the business through participation in and sponsorship of community events
  • Observed strict procedures regarding food handling and sanitation to prevent food borne illnesses
  • Successfully communicated with all team members to navigate job duties and complete daily tasks
  • Handled cash and credit card transactions at the drive-thru to promote timely order completion
  • Restocked food items, including condiments and toppings, whenever they appeared to be running low.

Corporate Franchisee Trainer

BRUSTER'S ICE CREAM INC
Bridgewater, PA
11.2004 - 07.2007
  • Shared best practices for sales and customer service with new franchisee owners to help maintain their store's efficiency
  • Completed all daily tasks and operations of the Flagship Store
  • Interviewed, hired and trained staff to operate store during peak times and while I was conducting training sessions
  • Scheduled mobile Cart for outside events
  • Planned parking lot party events
  • Prepared all product for new product initiative's.

Education

Indiana University of Pennsylvania
Indiana, PA

High School Diploma -

New Castle Senior High School
New Castle, PA
06.1992

Skills

  • Customer assistance
  • Issue resolution
  • Data entry
  • Strong work ethic
  • Training and development
  • Explaining Policy and Procedures
  • Evaluating Quality of Care
  • Bookkeeping Support

Accomplishments

Lawrence County Rookie Realtor of the Year 2021

Additional Information

  • Indiana, PA www.linkedin.com/in/melanie-ayers-7370b296 ACCOMPLISHMENTS Named “Top Performer " Awarded Shine recognition for Insight Project. Awarded Shine recognition for assistance in OT and special projects. Obtained Pennsylvania Real Estate License in 2018.

Affiliations

Licensed Real Estate Sales Agent

Timeline

Patient Services Representative

UPMC
07.2021 - Current

Server

CRANE ROOM GRILLE
11.2019 - Current

Sr Subrogation Resolution

LIBERTY MUTUAL INSURANCE
01.2019 - 07.2021

Sr. Medical Services Rep

LIBERTY MUTUAL INSURANCE COMPANY
06.2015 - 01.2019

Store Manager

PAYLESS SHOESOURCE INC
09.2011 - 04.2014

General Manager

ARBY'S RESTAURANT GROUP INC
07.2007 - 08.2009

Corporate Franchisee Trainer

BRUSTER'S ICE CREAM INC
11.2004 - 07.2007

Indiana University of Pennsylvania

High School Diploma -

New Castle Senior High School

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MELANIE AYERS