Melinda L. Jimenez
Denver,CO
Summary
Organized and dependable candidate successful at managing multiple priorities while maintaining self control in a fast paced stressful environment . Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Telecommunicator
Intrado
01.2022 - Current
- Answer 60+ incoming calls per shift from the public, local hospitals, PSAPs and first responders in North America regarding emergency and non-emergency situations
- Gather appropriate information from callers in stressful situations and determine what type of action to be taken
- Utilize Graphical Information Systems (GIS) to ensure calls for service are relayed to the appropriate governmental jurisdiction in North America
- Maintain and work closely with others including team members, internal and external contacts
- Provide feedback to leadership on current processes and possible process changes to improve service.
Dispatcher
Falck Rocky Mountain
03.2020 - 02.2022
- Answer incoming emergency and non-emergency calls from the public, local hospitals and Aurora Fire
- Dispatch ambulances for emergency and non-emergency calls
- Operate CAD systems for Falck and Aurora Fire
- Monitor status, location and safety of Paramedics and EMTs on shift
- Operate radio and monitor radio traffic in Aurora for medical necessity.
Dispatcher
Ryder Logistics
10.2021 - 01.2022
- Answer incoming calls from Carriers and Over the Road Drivers (OTRs)
- Manage trailer movements to and from Coors Brewery and Golden Distribution Center
- Monitor radio traffic for truck drivers
- Confirm trailer availability and log rejected or damaged trailers.
Dispatcher/Alarm Monitor
Constellis
06.2021 - 10.2021
- Answer incoming emergency and non-emergency calls from the public, Federal Police Officers and Security
- Monitor Burglary\Duress Alarms on Federal Property
- Dispatch Federal Police Officers to possible emergency incidents and Burglary\Duress Alarms on Federal Property
- Monitor status and location for Federal Police Officers on duty
- Monitor police radio traffic on multiple channels
Pay/Insurance Specialist Senior/Trainer
Physician Reliance
05.2016 - 03.2020
- Assist patients with questions regarding their account and set up payment plans
- Review EOBs and insurance declines
- Contact insurance companies regarding denials and unpaid claims
- Assist teammates with questions on policy and procedure
- Train new teammates on policy and procedure
- Create and maintain training documentation
- Work with other departments and facilities on account issues
- Assist with obtaining grants and co pay cards for patients
- Perform account audits and manage escalations.
Spotlight/Escalation/KIT Specialist
DaVita
05.2014 - 05.2016
- Assist teammates with questions on process and patient placements
- Work directly with field leadership on escalated patient placements
- Work with Skilled Nursing Facilities and LTACs to place patients
- Build relationships with teammates in all areas of DaVita for successful placements
- Provide feedback to teammates and leadership regarding escalations.
Senior Admissions Specialist
DaVita
10.2012 - 05.2014
- Assist teammates with questions on process and patient placements
- Assist supervisor with workflow management and review of patient placements
- Work placement requests when teammates are out
- Manage the team when supervisor is out
- Encourage teammates to embrace process changes and utilize tools
- Lead team huddles to celebrate successes and review any policy and procedural changes.
DaVita Admissions Expert
02.2012 - 10.2012
- Answer inbound calls from discharge planners and facilities
- Work incoming faxes to place patients
- Work queue to follow-up on patient placement requests
- Assist teammates with questions on process and patient placements.
Retirement Education Specialist
JP Morgan Retirement Plan Services
01.2009 - 01.2012
- Answer inbound calls from participants and third parties
- Assist participants with inquiries on their existing 401k
- Assist participants with making changes to their 401k
- Check status of participant request such as loans and withdrawals
- Assist participants with questions on their Defined Benefit Plan
VISA Exceptions Specialist
01.2007 - 01.2009
- Nordstrom fsb
- Maintain large personal dispute queue
- Investigate VISA disputes on card holder accounts
- Process charge backs, work incoming representments and pre arbitrations within Visa timeframes
- Answer incoming calls from customers with questions about the dispute process
- Assist new team members with questions on process
- Assist service center in taking calls during sale events and high call volume.
Customer Service Coach/Trainer
01.2005 - 01.2007
- Provide additional skill training to existing employees
- Provide positive feedback to new and existing employees to help them provide exceptional service to our customers and store representatives
- Work closely with Coaches and Trainers
- Assist service center in taking calls during sale events and high call volume.
Customer Service Specialist
Nordstrom
01.2003 - 01.2005
- Answer inbound calls from customers and store representatives
- Assist with inquiries on existing credit accounts and applications for new credit accounts
- Troubleshoot and resolve customer concerns and complaints
- Help support new representatives with questions on process.
Skills
- Customer Relations
- Monitor Radio Traffic
- Two-Way Radio Communication
- Training New and Existing Employees
- EMS/Police Dispatch
- Effective Communication
- Team Guidance and Direction
- National Crime Information Center (NCIC)
Affiliations
- APCO Telecommunicator 1
- NENA Customer Service Takes Seconds, Saves Minutes
- ICS-100 & 200
- IS-1300 Introduction to Continuity of Operations
- TERT Basic Course
- NIMS 700
- IS-800 National Response Framework, An Introduction
- IS-907 Active Shooter: What You Can Do
Certification
- 18+ years of Customer Service Experience, including 12 years call center experience
- Adaptable and comfortable with consistent change while remaining calm under pressure
- Able to develop productive relationships with teammates and customers at all levels
- Creative problem solver who consistently exceeds goals.
- Proven leadership abilities
- Involved in the creation and implementation of new and current processes to new and existing employees.
Timeline
Telecommunicator
Intrado
01.2022 - Current
Dispatcher
Ryder Logistics
10.2021 - 01.2022
Dispatcher/Alarm Monitor
Constellis
06.2021 - 10.2021
Dispatcher
Falck Rocky Mountain
03.2020 - 02.2022
Pay/Insurance Specialist Senior/Trainer
Physician Reliance
05.2016 - 03.2020
Spotlight/Escalation/KIT Specialist
DaVita
05.2014 - 05.2016
Senior Admissions Specialist
DaVita
10.2012 - 05.2014
DaVita Admissions Expert
02.2012 - 10.2012
Retirement Education Specialist
JP Morgan Retirement Plan Services
01.2009 - 01.2012
VISA Exceptions Specialist
01.2007 - 01.2009
Customer Service Coach/Trainer
01.2005 - 01.2007
Customer Service Specialist
Nordstrom
01.2003 - 01.2005
Similar Profiles
STEPHEN HATCHERSTEPHEN HATCHER
Benefits Specialist at IntradoBenefits Specialist at Intrado
Jermaine RileyJermaine Riley
Data Center Administrator at IntradoData Center Administrator at Intrado
LONNA M. CAINLONNA M. CAIN
Sr. Director of Operations at IntradoSr. Director of Operations at Intrado
Lauren McHorseLauren McHorse
Personal Assistant at RBA Skin CarePersonal Assistant at RBA Skin Care
Amber PapasAmber Papas
Personal Nanny at Anna and Dan RutiglianoPersonal Nanny at Anna and Dan Rutigliano