Melanie Luckett

• Documented laboratory test results into patient charts
• Verified patient information following HIPAA guidelines
• Recorded SOAP notes as dictated by a physician
• Ensured correctness of patient medical history charts and made necessary chart amendments.

Service Center Manager - September 2023 - Present

• Assist with daily attendance and employee payroll
• Send out daily and email phone reports
• Create report templates and schedulers through Ring Central and Novomind
• Assess phone queue needs and help keep coverage on the phone, especially during busy times
• The management team works to resolve any issues/conflicts within the Service Center
• Help keep the team leaders informed of any changes in procedure within the Service Center or from other departments.

Service Center Floor Supervisor - May 2016 - September 2023

• Assist with daily attendance and employee payroll
• Send out daily phone reports
• Create report templates and schedulers through Ring Central and Cisco
• Assess phone queue needs and help keep coverage on the phone, especially during busy times
• Taking escalated calls from phone agents or team leaders
• Assist with sales order packslipping and ARO reports as needed
• Help management resolve any issues/conflicts within the Service Center
• Help keep the team leaders informed of any changes in procedure within the Service Center or from other departments
• Enter service tickets thorough Service Now for system/phone issues to be resolved.

Service Center Project Coordinator - October 2008 - May 2016

• Submit tickets to our IT Department when there are problems with our representative websites and our employee web applications
• Test resolved issues and new functionality on our representative websites and employee web applications
• Attend weekly meetings to discuss future projects and the status of current projects and issues being worked on
• Keep Management and Team Leaders up to date on issues that have been reported and when issues have been resolved
• Train new Business Support staff on how to use web applications and walk them through the Virtual Office
• Work promotion exceptions for our partners in the field
• Work with newly promoted partners to move forward toward their next title.

Customer Care Team Leader - January 2004 - October 2008

• Assist team members with difficult situations by handling escalated calls and resolving customer issues
• Assist with team’s attendance and call volume
• Demonstrate the ability to coach and build rapport with customer care representatives
• Assist Quality Assurance Coaches to ensure appropriate development of team
• Effectively communicate and manage changes in operating procedures
• Maintain an active role in the training of all new customer care representatives
• Handle disciplinary actions with customer care representatives
• Testing the new Customer Care Web Based programs

Reorder Phone Agent - November 2000 - January 2004

• Handle heavy phone volume
• Assist customers and distributors with handling automatic reorder accounts
• Answering business emails from customers and distributors
• Backup for running ARO daily reports.

Retail Order Taker - May 1999 - November 2000

• Heavy phone volume
• Entered wholesale, warranty and preferred customer orders
• Assisted with Canadian Order Entry
• Packslip sales orders.