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
21
21
years of professional experience
Work History
Sr. Medical Services Rep
Liberty Mutual Insurance
New Castle, PA
06.2015 - Current
- 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
Bachelor of Science - Respiratory Therapy
Indiana University Of Pennsylvania
Indiana, PASkills
- Customer assistance
- Issue resolution
- Data entry
- Strong work ethic
- Training and development
- Active listening skills
- Technical aptitude
- Conflict resolution
- Self-motivated
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.
Timeline
Sr. Medical Services Rep
Liberty Mutual Insurance
06.2015 - Current
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
Bachelor of Science - Respiratory Therapy
Indiana University Of Pennsylvania