Melanie Pederson
Fargo,ND
Summary
Accomplished Home Daycare Provider and Customer Service Officer at Sanford Medical Center, adept in curriculum planning and problem-solving, enhanced customer satisfaction and operational efficiency. Demonstrated leadership and empathy through innovative conflict resolution and effective communication, fostering strong relationships and a safe, nurturing environment.
Overview
20
20
years of professional experience
Work History
Home Daycare Provider
Self Employed Services
Fargo, ND
06.2012 - Current
- Streamlined administrative tasks such as enrollment paperwork processing resulting in efficiency improvements.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Taught children to organize toys, wash hands, and share by leading by example.
- Implemented conflict resolution techniques promoting peaceable resolutions among peers during disagreements.
- Offered early language exposure through story time sessions fostering literacy skills.
- Balanced children's days between play, instruction, and rest with well-designed schedules.
- Administered nutritious meals and snacks to promote healthy eating habits in children.
- Organized engaging arts and crafts projects to foster creativity and fine motor skills among the children.
- Managed daily operations of the home daycare, including scheduling, budgeting, and recordkeeping.
- Promoted good social skills by helping children work through conflicts and leading many collaborative games.
- Developed strong relationships with parents through open communication, addressing concerns, and providing updates on their child''s progress.
- Ensured a safe and nurturing environment for children, conducting regular safety checks and maintaining cleanliness.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
Customer Service Officer
Sanford Medical Center
Fargo, ND
05.2010 - 03.2012
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
Switchboard Operator
Sanford Medical Center
Fargo, ND
06.2004 - 11.2009
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Contributed to positive workplace culture by fostering a collaborative environment and assisting colleagues when needed.
- Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
- Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
- Announced important information and emergency notifications over PA system.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Created and maintained company phone directory with current extensions and staff information.
- Facilitated emergency response efforts by swiftly connecting callers to relevant personnel or services when necessary.
Education
Medical Coding & Insurance - Medical Coding & Insurance
MSCTC
Moorhead, MN08.2004
Skills
- Patience and Empathy
- Health and Safety Training
- Leadership Qualities
- Health and safety
- Curriculum Planning
- Budgeting and finance
- Coordination and Teamwork
- Problem-Solving
- Attention to Detail
Timeline
Home Daycare Provider
Self Employed Services
06.2012 - Current
Customer Service Officer
Sanford Medical Center
05.2010 - 03.2012
Switchboard Operator
Sanford Medical Center
06.2004 - 11.2009
Medical Coding & Insurance - Medical Coding & Insurance
MSCTC