MELANIE MENDEZ
Orange Park,FL
Summary
Achieved high levels of customer satisfaction through commitment to service excellence.,Optimized team performance in fast food and mechanical roles to surpass expectations.,Cultivated positive interactions with customers and colleagues, contributing to a thriving workplace culture.
Overview
8
8
years of professional experience
Work History
Back Office Administrator
Maximus Federal Services
Remote
02.2026 - Current
- Default Resolution Group - EOscar - back office
- Managed administrative tasks, ensuring seamless operations and communication within departments.
- Streamlined document processing workflows, enhancing efficiency and reducing turnaround times.
- 100% quality score 1st month in production
- Collaborated with cross-functional teams to support project execution and operational goals.
- Implemented data management protocols, improving accuracy in reporting and record-keeping
- Completed cases and timesheets, meeting set time parameters to responding to assigned queues
Customer Service Representative
Maximus Federal Services
Remote
11.2024 - 01.2026
- Utilized CRM software to track customer interactions and improve response times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Assisted borrowers with enrollment into healthcare (Vermont Medicaid)
- Assisted borrowers with completing applications over the phone and reviewed eligibility
Customer Service Representative
Maximus
Remote
08.2023 - 11.2024
- Resolved customer inquiries efficiently, enhancing satisfaction and retention rates.
- Managed high-volume call flow while maintaining quality assurance standards.
- Collaborated with cross-functional teams to streamline service delivery processes.
- Delivered feedback on product improvements based on customer input and trends.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Responded to inbound/outbound calls and escalated inquired regarding student loan Aidvantage policies, repayment, options, and account statuses
- Educated borrowers on repayment plans, forbearance/deferment eligibility and loan consolidation processes
- achieve to 95% plus call resolution rate by providing accurate clear and objective responses to complex concerns
Lead Tech
Take 5 Oil Change
01.2020 - 01.2021
- Drained vehicles’ oil, replaced oil filter
- Discovered where filters (cabin + air) where located on different vehicles and how to replace them
- Sold and installed wiper blades
- Teamwork to push cars in and out at a steady, appropriate rate
- Maintaining sales
- Counting inventory
- Making schedules
- Training applicants with no knowledge on vehicles, to correctly change oil filter and oil plugs
- Training techs on products we provide and how to sell to customers
- Wash windshield and adjust tire pressure
- Inspect and top off fluids
- Perform coolant exchanges
- Restock and maintain inventory levels on the floor
- Maintain cleanliness of work environment
Crew Member
Arby's
01.2020 - 01.2020
- Team work and communication being essential to guarantee a positive, successful experience for customers and an even better shift for crew members
- Constant sanitation and proper labeling, keeps the work and food elements healthy, clean, safe, and maintained
- Monitoring the appropriate and safe times to prepare and display food help regulate a fresh and acceptable marketing product
- When someone lacks the effort in their roll, I have taken charge in either motivating, assisting, or even taking over their part in order to keep things regulated and moving
- Teamwork makes the dream work if everyone plays their part. Individual tasks, such as preparing tea, fries, chicken, etc. goes a long way.
Crew Member
McDonalds
01.2018 - 01.2020
- Appropriately interact with customers and professionally communicate with team members and managers
- Cashier, order taking and bagging food helped me gain the ability to multi-task at a quick and efficient pace
- Cleaning and stocking help build my sense of responsibly of always being prepared and well organized
- From preparing food, built my reliance on teamwork that is dependable and well communicated
- Running the drive thru taught me everyone’s roll plays a part in an efficient and effective business with a continuing quick pace to keep customers satisfied
- Counting on your fellow co-workers to follow out their assigned tasks in order to smoothly keep an acceptable pace
- I’ve worked over-time, came in on my days off and also took other employees shifts when needed to show my strong work ethic
- Separate my personal life from my job to help keep a positive work environment.
Education
Highschool - undefined
Ridgeview
01.2019
Skills
Able to work in a team and independently
Peoples’ person
Approachable
Strong work ethic
Positive attitude
Ability to multi-task
Eager to learn new skills
Teamwork and collaboration
Multitasking Abilities
Excellent communication
Critical thinking
Computer skills
Calm under pressure
Active listening
Organization and time management
Dependable and responsible
Flexible and adaptable
Customer service
Interests
Plays video games, Maintains Car, Clean, Cook, Reads
OTHER EXPERIENCE
- Ridgeview Swim Team
- 2017
- With this being the first team, I was a part of, it helped me find guidance in others when learning new things, while also going out my way to be the best I could. It made me realize that everyone plays a part and has an effect on the outcome as a whole.
Timeline
Back Office Administrator
Maximus Federal Services
02.2026 - Current
Customer Service Representative
Maximus Federal Services
11.2024 - 01.2026
Customer Service Representative
Maximus
08.2023 - 11.2024
Lead Tech
Take 5 Oil Change
01.2020 - 01.2021
Crew Member
Arby's
01.2020 - 01.2020
Crew Member
McDonalds
01.2018 - 01.2020
Highschool - undefined
Ridgeview