Melinda Nieves
Las Vegas,NV
Summary
Customer-focused and tech-savvy Customer Service Representative with 5+ years of experience delivering exceptional support in remote work environments. Skilled in managing high-volume inquiries via phone, email, and live chat while consistently meeting or exceeding KPIs. Proficient in tools like Zendesk, Salesforce, and Intercom. Known for resolving complex issues, improving customer satisfaction, and adapting quickly to new platforms and procedures.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Amazon Pharmacy
Remote
03.2020 - 04.2021
- Answer inbound calls, emails, and live chats from patients, healthcare providers, and insurance partners regarding inquiries, claims, and appointments.
- Provide accurate information about healthcare services, insurance coverage, benefits, and billing inquiries.
- Assist patients in navigating healthcare plans, insurance options, and finding appropriate providers.
- Process patient requests such as scheduling appointments, updating personal information, and resolving technical issues.
- Collaborate with medical professionals, insurance providers, and other departments to ensure timely and accurate responses.
Financial Services Specialist 1, Tier 2
Nordstrom Card Services INC
Remote
04.2021 - 05.2023
- Delivered exceptional support to customers via phone, email, and live chat, managing 60–100+ inquiries daily in a fast-paced environment
- Resolved customer concerns regarding billing, product issues, orders, and account management with a first-contact resolution rate of 85%+
- Maintained accurate and detailed records of customer interactions using CRM systems such as Zendesk and Salesforce.
- Met or exceeded key performance indicators (KPIs) including average handle time (AHT), customer satisfaction (CSAT), and response time
Fulfillment Associate
Amazon.com Services LLC
Las Vegas, NV
06.2023 - 12.2024
- Executed real-time inventory cycle counts and location audits, optimizing stock accuracy and reducing picking delays for enhancedoperational efficiency.• Managed high-priority shipments during peak seasons, ensuring timely deliveries and maintaining quality standards.• Initiated ergonomic workstation improvements, enhancing item processing efficiency and workplace comfort.• Streamlined picking routes by organizing strategic zones, minimizing travel time and accelerating order fulfillment processes.
Customer Care Agent
Valvoline LLC
Remote
12.2024 - Current
- Offer solutions to problems, guide customers through product usage, or provide technical assistance when necessary.
- Ensure that customer complaints are handled with empathy and resolve conflicts efficiently.
- Follow company policies and procedures to deliver high-quality service.
- Maintain detailed records of customer interactions, issues, and resolutions.
- Continuously improve customer service skills and product knowledge.
- Assist in maintaining a positive customer experience and contribute to customer satisfaction.
Education
High School Diploma - undefined
Skills
- Customer Service
- Zendesk
- Salesforce
- Live Chat Support
- Technical Support
- Order & Billing Assistance
- Conflict Resolution
- Time Management
- Inbound & Outbound Call Handling
- Knowledge Base & Ticketing System
- Microsoft Suite
- Innovis
- Evolve
- PayPoint
- Zoot
- Slack
- Microsoft Teams
- Service Now (Snow)
- Business Track
- Zoom
Timeline
Customer Care Agent
Valvoline LLC
12.2024 - Current
Fulfillment Associate
Amazon.com Services LLC
06.2023 - 12.2024
Financial Services Specialist 1, Tier 2
Nordstrom Card Services INC
04.2021 - 05.2023
Technical Support Representative
Amazon Pharmacy
03.2020 - 04.2021