Melaya T.E. Gaines
Brentwood,CA
Summary
Reliable and detail-oriented professional with hands-on experience in healthcare support, customer service, and logistics. Proven ability to maintain confidentiality, coordinate workflows, and support operational efficiency in fast-paced environments. Adept at working with multidisciplinary teams and delivering high-quality service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Extern (Sterile Processing)
Kaiser Permanente
07.2025 - Current
- Ensured proper sterilization and packaging of surgical instruments, enhancing patient safety and infection control.
- Operated autoclaves and decontamination equipment per OSHA, FDA, and AAMI standards.
- Collaborated across teams to maintain sterile field integrity and surgical readiness.
- Wrapped trays, instrument packs, and sets.
- Supported surgical teams effectively by preparing instrument trays according to procedure requirements.
- Reduced risk of infections by maintaining a clean and sterile environment within the processing area.
- Enhanced patient safety by ensuring proper sterilization and packaging of medical equipment.
- Ensured timely availability of surgical instruments by prioritizing urgent requests and efficiently managing workload.
- Inspected sterile package integrity prior to distribution.
- Attended staff meetings, taking copious notes and brainstorming ideas to solve clinical issues.
Medical Telephone Operator
Epic Care
08.2024 - 01.2025
- Handled high call volumes, scheduled appointments, and verified insurance in EPIC EMR.
- Supported patient services through coordination, documentation, and referral processes.
- Maintained HIPAA compliance and improved patient communication flow.
- File and maintain accurate details in the EPIC EMR system
- Updated any changes of patient's information in computer database; including documenting phone notes when appropriate
- Issue and provide solutions and navigated through patients' chart in the EHR to locate appropriate information
- Verifies coverage under insurance, Medicare/Medi-Cal, Managed Care and other federal/state programs
- Verifies pharmacy information and other clinical information related to a patient's visit.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
Courier
Amazon Flex
11.2022 - 08.2024
- Delivered packages efficiently while adhering to safety and customer service protocols.
- Organized materials and optimized routes to meet tight delivery windows.
- Knowledge of principles and methods for moving people goods by road
- Organized and moved material to and from storage or production areas to delivery vehicles
- Identified information by categorizing, recognizing differences or similarities, and detecting changes in circumstances or events.
Courier
FedEx Express
02.2022 - 06.2022
- Loaded/unloaded deliveries, navigated delivery routes, and ensured timely drop-offs.
- Communicated with dispatch and maintained accurate delivery records.
- Moved and separated packages from flights/cans onto timing belt
- Use hands and arms in handling, positioning, and moving materials
- Knowledge of principles and processes for providing customer and personal services
- Knowledge of principles and methods for moving people goods by road
- Organize and move material to and from storage or production areas to delivery vehicles
- Identify information by categorizing, recognizing differences or similarities, and detecting changes in circumstances or events.
- Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
Dispatcher / Driver
Amazon (Archer's Fleet)
05.2021 - 01.2022
- Trained and supervised drivers, coordinated dispatch operations, and resolved field issues.
- Managed high-volume package flow and ensured on-time deliveries.
- Oversaw daily operations
- Loaded and unloaded packages into trucks
- Moved and separated packages from flights/cans onto timing belt
- Use hands and arms in handling, positioning, and moving materials
- Knowledge of principles and processes for providing customer and personal services
- Knowledge of principles and methods for moving people goods by road
- Organize and move material to and from storage or production areas to delivery vehicles
- Identify information by categorizing, recognizing differences or similarities, and detecting changes in circumstances or events.
- Answer emergency and non-emergency calls and document important information.
Customer Contact Representative
Luxer One
01.2019 - 01.2020
- Resolved customer inquiries via phone and email, provided tech support, and ensured satisfaction.
- Maintained accurate customer records and contributed to knowledge-sharing across the team.
- Provided exceptional service to customers, resulting in positive feedback and repeat business.
- Verified customer data through phone calls and emails.
- Made follow-up phone calls to customers about general issues.
- Maintained up-to-date knowledge of company products and policies to provide accurate information to customers.
- Supported colleagues by sharing product knowledge and best practices, contributing to a cohesive team environment.
- Reduced call wait times by efficiently handling inquiries and routing calls as needed.
Flooring Specialist
The Home Depot
08.2017 - 05.2018
- Assisted clients in selecting flooring materials and managed inventory/logistics.
- Optimized inventory management processes by regularly reviewing stock levels and ordering necessary supplies to prevent shortages or delays in project completions.
- Collaborated with clients to select appropriate flooring materials, ensuring satisfactory outcomes in line with their design preferences and budget constraints.
- Continually updated professional knowledge through attending workshops, trade shows, and training sessions to stay current with the latest flooring products and techniques.
- Instructed customers, building managers, and custodians on flooring maintenance and care procedures.
- Performed cash, card, and check transactions to complete customer purchases.
- Listened to customer needs and desires to identify and recommend optimal products.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Operated forklifts and handled large-scale customer installations.
Restaurant Hostess
Red Robin
12.2015 - 06.2016
- Managed reservations, guest seating, and created positive dining experiences.
- Supported front-of-house operations during high-traffic hours.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
- Trained new hostess staff members on company policies, procedures, and best practices ensuring consistency across all shifts.
- Assisted in maintaining a clean and inviting restaurant environment by clearing tables and setting up for the next guests.
- Coordinated large party bookings both on the phone and in-person, creating organized seating plans tailored to guest needs.
- Communicated clearly with kitchen staff about guest needs and dietary restrictions, ensuring accurate orders were prepared as requested.
- Complied with food safety and food hygiene regulations to safeguard public health.
Education
Sterile Processing Certification -
Contra Costa Medical Career College
Antioch, CA08.2025
High School Diploma -
Armijo High School
Fairfield, CA06.2013
Psychology
California State University
San Marcos, CANapa Valley College
Napa, CASacramento City College
Sacramento, CASkills
Skills
Healthcare & Sterile Processing
- Certified Registered Central Service Technician (CRCST)
- Steam & Low-Temperature Sterilization
- High-Level Disinfection & Ultrasonic Cleaning
- Surgical Instrument Decontamination & Assembly
- Sterility Assurance & Biological Testing
- Sterile Storage & Packaging
- Diagnostic Equipment Testing & Record Keeping
Administrative & Communication
- EMR/EHR Systems (EPIC)
- Data Entry & Telephone Etiquette
- Professional Communication & Active Listening
- Record Management & Confidentiality (HIPAA)
- Empathy, Patience & Complaint Resolution
Logistics & Operations
- Delivery Management & GPS Navigation
- Dispatch & Route Coordination
- Inventory Management & Heavy Lifting
- Customer Needs Assessment & Problem-Solving
- Time Management & Multitasking
Technical & Customer-Facing
- Flooring Materials Expertise & Precision Cutting
- Customer Support & CRM
- Analytical Thinking & Decision-Making
- Reliable, Detail-Oriented, and Responsible
Certification
Sterile Processing (HSPA/CRCST), BLS/First Aid Certified
Timeline
Extern (Sterile Processing)
Kaiser Permanente
07.2025 - Current
Medical Telephone Operator
Epic Care
08.2024 - 01.2025
Courier
Amazon Flex
11.2022 - 08.2024
Courier
FedEx Express
02.2022 - 06.2022
Dispatcher / Driver
Amazon (Archer's Fleet)
05.2021 - 01.2022
Customer Contact Representative
Luxer One
01.2019 - 01.2020
Flooring Specialist
The Home Depot
08.2017 - 05.2018
Restaurant Hostess
Red Robin
12.2015 - 06.2016
Sterile Processing Certification -
Contra Costa Medical Career College
High School Diploma -
Armijo High School
Psychology
California State University
Napa Valley College
Sacramento City College
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