Melinda Johnson
Yuma,AZ
Summary
Experienced Licensed Supervisor proficient in team and operational leadership with 9.5 years of experience. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Experienced in overseeing multiple tasks, priorities and managing employees successfully.
Overview
27
27
years of professional experience
Work History
Operations Supervisor Customer Service
Convey Health Solutions
08.2012 - 05.2023
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Leader for CTM Medicare complaints for Part D Plan. Investigated sensitive customer service complaints and trained a select team to review calls for any plan error.
- Interviewed potential candidates to meet company objectives.
- Assessed team member performances by delivering one-on-one coaching to promote better service. Monitored phone calls to promote better service and provide feedback.
- Answered phone calls and responded to questions and concerns for team members and leadership.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Actively supported service associates by quickly responding to questions via Skype, phone and email and finding appropriate solutions to customer issues.
- Self-motivated, with a strong sense of personal responsibility.
Private Respite Care
Bob And Leah Fitzherbrt
05.2010 - 09.2011
- Assisted ill disabled and elderly client by providing companionship, comfort and medicine.
- Assisted client with hygiene, diet and mobility practice.
- Participated in enjoyable activities with client to provide mental stimulation.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Administrative Assistant
Southwest Rehabilitation Associates @ YRMC
11.2007 - 09.2009
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Managed filing system, entered data and completed other clerical tasks.
- Handled incoming calls and directed calls to appropriate department or employee.
- Maintained accurate department and patient records.
- Assisted with recruitment and interviews.
- Served as liaison between Rehabilitation department and Yuma Regional Medical Center.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Rehabilitative Technician
Southwest Rehabilitation Associates @ YRMC
04.1996 - 11.2007
- Maintained quality assurance and customer satisfaction objectives.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Applied critical thinking and research to address complex issues.
- Performed both Physical Therapy and Occupational Therapy on patients.
- Assisted with wound care.
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
Education
Associate of Arts - Medical/Criminology
Arizona Western College
Yuma, AZ05.1996
Skills
- Customer Relationship Management
- Team Management and Supervision
- Supervision and Leadership
- Problem-Solving
- Regulatory Compliance
- Critical Thinking
- Friendly, Positive Attitude
- Good Work Ethic
- Multi-Tasking and Organization
- Coaching and Mentoring
- Relationship Building
- Customer Service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
― Maya Angelou
Timeline
Operations Supervisor Customer Service
Convey Health Solutions
08.2012 - 05.2023
Private Respite Care
Bob And Leah Fitzherbrt
05.2010 - 09.2011
Administrative Assistant
Southwest Rehabilitation Associates @ YRMC
11.2007 - 09.2009
Rehabilitative Technician
Southwest Rehabilitation Associates @ YRMC
04.1996 - 11.2007
Associate of Arts - Medical/Criminology
Arizona Western College