Melinda Brown
Indianapolis,IN
Summary
Dynamic Customer Support Specialist with a proven track record at Xerox, excelling in complaint handling and CRM software utilization. Recognized for enhancing customer satisfaction through effective problem-solving and empathetic communication, achieving a significant increase in client retention rates. Adept at multitasking and fostering team collaboration to drive service excellence.
Overview
2016
2016
years of professional experience
Work History
Customer Support Specialist
Xerox
Advertising Sales Representative
Angie's List
01.2015 - 07.2015
- Developed relationships with local businesses to identify advertising needs and opportunities.
- Presented tailored advertising solutions to clients, enhancing brand visibility and engagement.
- Collaborated with marketing team to create compelling promotional materials for client campaigns.
- Conducted market research to understand industry trends and competitive landscape for strategic sales approaches.
- Managed client accounts, ensuring satisfaction through regular communication and service adjustments.
- Analyzed performance metrics of advertising campaigns to optimize strategies and improve client outcomes.
- Led initiatives to streamline sales processes, resulting in increased efficiency and improved customer retention rates.
- Listened attentively to client feedback to create stronger relations and shape business.
- Made outbound calls to existing customers to upsell advertising packages.
- Helped customers in determining design and layout of sold and spec ads.
- Sent clients estimates of costs for advertising products or services and followed up by phone call or email.
- Negotiated contracts with vendors and clients.
- Exceeded quarterly sales targets consistently by leveraging industry knowledge and strong negotiation skills.
- Managed multiple accounts simultaneously while ensuring timely delivery of projects and exceptional client satisfaction.
- Evaluated campaign performance regularly with clients, recommending adjustments as needed to optimize results.
- Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with Number% success rate.
- Played key role in achieving and maintaining top client satisfaction and retention by ensuring accuracy of ads and listings.
- Created and presented media and advertising packages to prospective customers.
- Sold non-traditional advertising in niche publications, commercial publications, digital platforms, and direct mail formats.
- Delivered exceptional client support by resolving issues promptly and proactively addressing potential concerns before they escalated.
- Developed strong relationships with advertisers and negotiated pricing following established procedures.
- Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
- Increased advertising revenue by identifying and targeting potential clients in various industries.
- Researched and customized service proposals for clients to meet requirements and set profitable compensation scale.
- Collaborated with internal teams to develop creative advertising strategies that met client objectives and budget requirements.
- Continuously updated product knowledge to stay current on industry trends and maintain a competitive edge in the marketplace.
- Enhanced overall sales performance by implementing innovative techniques that streamlined processes, reduced costs, and improved efficiency.
- Developed sales leads and uncovered new business opportunities through prospecting and cold calling.
- Assisted colleagues with closing complex deals, sharing best practices and expertise as needed to achieve team success.
- Closed sales deals effectively by conducting persuasive presentations tailored to client needs.
- Coordinated closely with marketing department to align advertising strategies with overall company goals for maximum impact.
- Negotiated contracts successfully with new clients, securing favorable terms for both parties.
- Conducted market research to attract clients in new territories.
- Maintained and organized customer database of over Number clients nationwide.
- Devised strategies to perform at required goal level and achieve monthly quota.
- Educated clients on specific marketing strategies to increase client sales and overall promotion effectiveness.
- Maximized advertising reach by researching target audiences and tailoring campaigns accordingly.
- Maintained accurate records of all sales activities, utilizing CRM software for efficient tracking and reporting purposes.
- Developed innovative and creative sales pitches to expand prospect understanding of company.
- Generated a high volume of leads through strategic prospecting, resulting in consistent pipeline growth.
- Utilized effective marketing techniques to increase brand recognition.
- Contacted clients in person and on telephone to obtain feedback about services purchased.
- Used cold calling to reach out to local business owners needing new advertising products and services.
- Increased sales average through prospecting for new business at networking events and cold calling.
- Maximized ROI of advertising campaigns through continual analysis of performance, response-rates and results.
Medical Billing and Collections Specialist
Lincare Holdings, Inc Specialty Pharmacy Division
04.2012 - 02.2013
- Processed medical claims accurately, ensuring adherence to billing guidelines and regulations.
- Resolved discrepancies in patient accounts through effective communication with insurance providers.
- Maintained up-to-date knowledge of coding changes and reimbursement policies affecting billing processes.
- Collaborated with healthcare providers to gather necessary documentation for claim submissions.
- Audited invoices for accuracy, identifying errors and implementing corrective measures to improve efficiency.
- Trained new staff on billing procedures and software systems, enhancing team performance and productivity.
- Analyzed account aging reports, prioritizing collections efforts to minimize outstanding balances effectively.
- Developed strategies to streamline billing workflows, improving turnaround time for claims processing.
- Reduced claim denials by diligently reviewing patient records for correct coding and billing information.
- Prevented unnecessary loss of revenue due to late or incomplete billing by meticulously tracking all accounts and ensuring timely submission of accurate claim forms.
- Provided essential support to the medical billing team, allowing for a more efficient and effective overall operation within the department.
- Implemented efficient workflows within the department that led to increased productivity levels among staff members while reducing errors in claim submissions.
- Trained new employees on medical billing software, policies, and procedures, ensuring accuracy in claims submission from day one.
- Assisted in maintaining a high-quality database of patient information by accurately entering demographic and insurance details into the system.
- Conducted regular audits of billed services to identify errors or discrepancies before submission, minimizing rejected claims due to inaccuracies.
- Improved cash flow through timely follow-up on outstanding accounts, negotiating payment plans, and collecting overdue payments.
- Facilitated effective communication between healthcare providers, patients, and insurance companies to resolve billing disputes promptly.
- Compiled and tracked outstanding balances owed to medical facilities.
- Contributed significantly towards reducing the number of denied claims by identifying potential issues upfront during the initial review phase of the process.
- Collaborated with team members to identify trends in unpaid claims and develop strategies for resolution.
- Continually updated personal knowledge base regarding industry best practices, changes in coding guidelines, and advancements in medical billing technology to maximize revenue potential while maintaining strict adherence to ethical standards.
- Ensured compliance with industry regulations by staying up-to-date on changes to medical billing procedures and guidelines.
- Played an instrumental role in streamlining the collections process by implementing new procedures that resulted in improved outcomes for both patients and healthcare providers alike.
- Promoted a positive work environment by consistently demonstrating professionalism, mutual respect, and cooperation with fellow team members.
- Increased overall collection rates with a focus on reducing aged receivables and minimizing writeoffs.
- Provided exceptional customer service to patients regarding their account balances, addressing concerns and answering questions in a professional manner.
- Maintained excellent relationships with insurance representatives to expedite claims processing and secure timely reimbursements for services rendered.
- Processed online and paper appeal submissions and refund requests.
- Corrected, completed and processed claims for multiple payer codes.
- Processed billing calls and answered questions from patients and third-party carriers.
- Assisted in reconciling deposit and patient collections.
- Logged charges and payments within Software.
- Monitored outstanding invoices and performed collections duties.
- Handled account payments and provided information regarding outstanding balances.
- Audited and corrected billing and posting documents for accuracy.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
- Collaborated with customers to resolve disputes.
- Utilized various software programs to process customer payments.
- Maintained accurate records of customer payments.
- Generated monthly billing and posting reports for management review.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Processed vendor and supplier payments on weekly basis.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Reconciled accounts receivable to general ledger.
- Verified accuracy of accounts payable payments, resulting in Number% reduction in payment errors and check reissues.
- Created improved filing system to maintain secure client data.
Customer Service Representative
Richo Innovative Corporation
03.2010 - 03.2011
- Provided exceptional customer support through phone, email, and chat channels.
- Resolved customer inquiries effectively, ensuring satisfaction and retention.
- Documented customer interactions in CRM system for future reference.
- Collaborated with team members to streamline service processes and improve response times.
- Assisted in the development of training materials for onboarding purposes.
- Identified common issues and suggested solutions to enhance service quality.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Improved resolution time with effective problem-solving for customer complaints.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Trained new staff on company policies and customer service protocols.
Customer Support Specialist
Xerox Business Services, LLC
01.1998 - 08.2008
Cashier
Goodwill
05.2024 - 2024
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Maintained cleanliness and organization of checkout area to enhance customer experience.
- Assisted customers with inquiries, providing information on products and services.
- Handled cash and electronic payments while ensuring secure transaction processes.
- Collaborated with team members to manage inventory levels and restock shelves as needed.
- Adapted quickly to changing environments during peak service hours, ensuring smooth operations.
- Supported training of new staff on operational procedures and customer service standards.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Reduced processing errors by meticulously following transaction procedures.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Enhanced shopping experience, provided product information and location assistance.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Increased sales of promotional items by informing customers about current offers.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Contributed to significant decrease in queue times by streamlining checkout process.
- Improved efficiency, organized checkout area for optimal workflow.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Processed refunds and exchanges in accordance with company policy.
Project Manager
Howard Property Management
10.2017 - 2020
- Coordinated project schedules to meet client expectations.
- Coordinated cross-functional teams to enhance communication and project efficiency.
- Developed comprehensive project plans, outlining key milestones and resource allocation.
- Implemented risk management strategies to mitigate potential project obstacles.
- Kept properties in compliance with local, state and Federal regulations, including prohibiting any form of discrimination in operational practices.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Administered property prepared budgets, reviewed invoices and tracked costs.
- Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plan and tenant outreach programs.
- Promoted positive company and owner relationships through proactive attention to concerns.
Education
High School Diploma - Marketing
Decatur Central High School
Indianapolis, IN05.1993
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Quality assurance
- Product knowledge
- Active listening
- Sales support
- Customer response
- Appointment scheduling
- Salesforce
- Product or service support
- Payment processing
- Technical troubleshooting
- Time management
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Analytical thinking
- Workflow management
- Feedback reception
- Stress management
- Issue follow up
- Email management
- Attention to detail
- Microsoft windows and office
- Customer service
- Teamwork and collaboration
- Collaborative team player
- Interpersonal skills
- Customer communication and empathy
- Problem-solving abilities
- Issue and resolution tracking
- Support services
- Organizational skills
- Highly professional
- Friendly and patient
- Call center operations
- Tracking and documentation
- Project coordination
- Creative issue resolution
- User support
- Supply management
- Auditing service requests
- Troubleshooting network issues
- Incoming call management
- Account administration
- Device installation
- Training materials development
- Remote technical support
- Software upgrades
- Emergency service coordination
- Incident management
- Employee computer support
- Application support
- Call management
- Network certification
- Staff education and training
- System maintenance
- Equipment Repair
- Service desk team management
- User training
- Database management
- Application installations
- Analytical and methodical
- Inventory procedure documentation
- Error detection
- System performance assessments
- Documentation development
Timeline
Cashier
Goodwill
05.2024 - 2024
Project Manager
Howard Property Management
10.2017 - 2020
Advertising Sales Representative
Angie's List
01.2015 - 07.2015
Medical Billing and Collections Specialist
Lincare Holdings, Inc Specialty Pharmacy Division
04.2012 - 02.2013
Customer Service Representative
Richo Innovative Corporation
03.2010 - 03.2011
Customer Support Specialist
Xerox Business Services, LLC
01.1998 - 08.2008
Customer Support Specialist
Xerox
High School Diploma - Marketing
Decatur Central High School