Highly organized and detail-oriented administrative professional with a strong background in receptionist responsibilities. Proficient in Microsoft Office, Microsoft Excel, Salesforce, and API. Currently pursuing a degree in Data Management/Data Analysis, showcasing a commitment to continuous learning and professional growth. Skilled in team leadership and quality assurance, with a proven track record of managing tasks efficiently and resolving disputes effectively. Skilled in programming call scripts using Startel and Singlecomm. Excellent communication and problem-solving abilities, ensuring seamless coordination and support for administrative operations.
Hi, I’m
Melinda (Mel) Reed
Glendale,AZ
Summary
Overview
10
years of professional experience
1
Certification
Work History
Nexa Healthcare
Programming Specialist
03.2019 - Current
Job overview
- Facilitate client-requested updates on accounts using Salesforce, Microsoft Excel, Singlecomm, and API
- Utilizes Codeless Programming using If/ Then and Any/ All situations
- Expertly create new accounts by analyzing client-provided information and implementing best course of action
- Effectively managed department individually for one and a half years before leading team and handling their training and development.
- Implemented scripts to enhance user experience.
- Worked with cross-functional design teams to create solutions that improved overall functionality and performance.
Nexa
Quality Assurance Specialist
09.2016 - 08.2019
Job overview
- Led a team of 5 in quality assurance, ensuring remained focused on tasks and resolving complaints and disputes
- Evaluated calls handled by the operations team and scored them based on predefined criteria
- Conducted thorough reporting to identify areas requiring additional support and assistance
- Efficiently handled dispute resolution for complaints or call scores to maintain quality standards.
- Recorded findings of the inspection process, collaborating with the quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Nexa
Dispatcher
07.2013 - 08.2019
Job overview
- Ensured accuracy of messages taken by associates and promptly forwarded them to relevant individuals
- Answered phone calls and responded to customer emails.
- Assisted in resolving customer complaints and grievances.
- Managed responses from clients and provided appropriate follow-ups
- Updated on-call information as needed and collaborated with the customer service team to ensure client satisfaction.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
Education
Western Governor's UniversityUtah
Bachelor's from Data Analytics
06.2025
University Overview
Skills
- Microsoft Excel
- Microsoft Office
- Communication
- Teamwork
- Flexibility
- Critical Thinking
- Organizational Skills
- Creativity
- Attention to Detail
- Responsibility
- Administration
- Active Listening
- Microsoft Word
- Medical Terminology Knowledge
- CRM Software
- Call Center Operations
- Typing Proficiency
- Problem-Solving Ability
Certification
AZDPS Level 1 Fingerprint Clearance Card
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't you dare underestimate the power of your own instinct.
Timeline
Programming Specialist
Nexa Healthcare
03.2019 - Current
Quality Assurance Specialist
Nexa
09.2016 - 08.2019
Dispatcher
Nexa
07.2013 - 08.2019
Western Governor's University
Bachelor's from Data Analytics