Melanie Casto
El Paso,TX
Summary
Results-driven Implementation Specialist known for high productivity and efficient task completion. Specialize in system integration, workflow optimization, and user training to ensure seamless software implementation processes. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to meet diverse client needs and navigate complex projects with ease.
Overview
28
28
years of professional experience
Work History
Implementation Specialist
ADP
El Paso, TX
11.2021 - Current
- Teach new clients how to use ADP payroll website
- Verify account information with a client for accuracy
- Verify system for accuracy
- Troubleshoot and fix software based issues for client’s payroll
- Troubleshoot reasons for a client’s payroll issues
- Identify client’s unique payroll needs
- Follow up with clients
- Interact with clients through telephone and email
- De-escalate irate clients through the use of calm and developed customer service skill
- Meet quality metrics.
Implementation Specialist
Insight Global
El Paso, TX
08.2021 - 11.2021
- Teach new clients how to use ADP payroll website
- Verify account information with a client for accuracy
- Verify system for accuracy
- Troubleshoot and fix software based issues for client’s payroll
- Troubleshoot reasons for a client’s payroll issues
- Identify client’s unique payroll needs
- Follow up with clients
- Interact with clients through telephone and email
- De-escalate irate clients through the use of calm and developed customer service skill.
Licensed Agent Customer Service for Auto and Renters
Teleperformance/Liberty Mutual
El Paso, TX
04.2021 - 08.2021
- Resolve customer issues with their auto and renters insurance for Liberty Mutual
- Go over billing issues
- Research whether customers are eligible for reinstatement after a cancellation
- Perform reinstatement in our system if applicable
- Discuss billing issues late charges, late payments, and policy changes that have impacted the customers monthly premium
- Perform comparisons to the previous policy period to determine a rate adjustment
- Modify customer coverages to suit their needs
- Advise customer on state specific auto insurance standards and requirements
- Attempt to save policies when customers wish to cancel
- Cancel policies
- High volume call center
- Set up recurring payment
- Take payments.
PDP Customer Advocate
Alorica
El Paso, TX
12.2020 - 04.2021
- Inbound call center associate
- I take high volume inbound calls to resolve customer issues with their Medicare prescription drug plan
- My responsibilities are: Work in high volume inbound call center
- Resolve customers’ questions regarding premium payments
- Take premium payments
- Set up recurring premium payments
- Work with pharmacy to resolve prescription drug copay issues
- File tier exceptions for consumers struggling with cost sharing
- File coverage determination requests for consumers who have been prescribed prescriptions that are not covered by their plan
- Advise consumers on lower cost options and possible low income subsidies to help with prescription drug cost
- I am also a coach for the United Health Care Prescription Drug Plan Customer Advocate Line of Business.
Licensed Insurance Agent
Alorica for United Health Care
El Paso, TX
07.2020 - 12.2020
- License insurance agent
- Sell Medicare Advantage and Part D prescription drug plans
- I take inbound sales calls and assist qualifying consumers enroll in Medicare Advantage and Part D Prescription Dug plans.
Customer Service Associate
Empire Today
El Paso, TX
05.2018 - 06.2019
- Inbound call center representative
- I take payments over the phone from flooring installers and flooring sales representatives by checks and credit card
- Handle complaints from customers about their flooring and installation
- Give estimated time of arrivals to customers, and make appointments for in home estimates
- This is a goal driven call center that focuses on metrics such as average handle time, booking appointments, QA evaluations, and schedule adherence
- I am also a training mentor in the classroom.
Customer Service Representative
Xerox Services, Alliance
El Paso, TX
10.2014 - 04.2015
- Answer calls in a high volume call center environment
- Handle billing and some technical questions
- De-escalate frustrated customers
- Proficient with Windows and Microsoft Office.
Production Operator
Micron Technology, Inc.
Boise, ID
06.2006 - 04.2007
- Operate machinery that put chemicals on silicone to produce flash memory
- Detailed oriented, fast paced, high stress environment
- I had to document everything into a database and an excel spread sheet.
F-16 Avionics Journeyman
Air Force
Cannon AFB, NM
10.1996 - 10.2000
- As an F-16 Avionics technician, I was responsible for maintaining all F-16 avionics systems on 26 assigned F-16C/D aircraft
- Part of my job was to analyze performance, isolate malfunctions, remove, install repair, perform operational checks, calibrate, bore sight, and align systems components.
Maintenance Crew Debrief
United States Air Force
Cannon AFB, NM
07.1999 - 07.2000
- As a Maintenance Debriefer I performed a customer service to F-16 pilots
- I was responsible for ensuring all flight maintenance faults were entered into both the aircraft’s forms after each flight, but also entered the malfunctions along with flight times into the core automated maintenance system.
Education
Some College in Business Administration -
Ashford University
Clinton, IA01.2015
High School Diploma in General Studies -
Parkland High School
El Paso, TX06.1996
Skills
- Reporting and documentation
- Telephone and email etiquette
- Issue Resolution
- Complex issue resolution
- Software Implementation
- Client education needs
- Implementation and configuration
- Billing analysis
- Search Engine Optimization
- Customer Support
- Trained in Microsoft office, Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint
Personal Information
Authorized To Work: US
Timeline
Implementation Specialist
ADP
11.2021 - Current
Implementation Specialist
Insight Global
08.2021 - 11.2021
Licensed Agent Customer Service for Auto and Renters
Teleperformance/Liberty Mutual
04.2021 - 08.2021
PDP Customer Advocate
Alorica
12.2020 - 04.2021
Licensed Insurance Agent
Alorica for United Health Care
07.2020 - 12.2020
Customer Service Associate
Empire Today
05.2018 - 06.2019
Customer Service Representative
Xerox Services, Alliance
10.2014 - 04.2015
Production Operator
Micron Technology, Inc.
06.2006 - 04.2007
Maintenance Crew Debrief
United States Air Force
07.1999 - 07.2000
F-16 Avionics Journeyman
Air Force
10.1996 - 10.2000
Some College in Business Administration -
Ashford University
High School Diploma in General Studies -
Parkland High School
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