Melissa Ayala
Glendale,AZ
Summary
Proven in delivering exceptional customer support and managing high-stakes situations, as evidenced by my role at LabCorp. Expertise in payment processing and a strong focus on customer satisfaction have driven success across various sectors, including healthcare and finance. Demonstrates a unique blend of empathy and efficiency, enhancing client experiences and operational outcomes.
Overview
18
18
years of professional experience
Work History
Client Service Representative
LabCorp
Phoenix, AZ
12.2015 - Current
- Coordinates with LabCorp branches or regional laboratories to ensure efficient communication and resolution of customer inquiries.
- Maintains detailed records of customer interactions and resolutions.
- Assists with scheduling appointments, processing orders, and other administrative tasks.
- Answers and directs incoming calls to the appropriate department or individual.
- Provides information and assistance to customers regarding LabCorp services, policies, and procedures.
Residential House Manager
Unified Residential Homes
Sun City, AZ
06.2023 - 05.2024
- Served as liaison between residents, staff, and external service providers to ensure seamless communication and coordination of services for the community''s benefit.
- Maintained a safe living environment by enforcing house rules and conducting regular safety inspections.
- Assisted residents with daily hygiene and living tasks.
- Ensured compliance with local housing regulations by staying current on updates and making necessary adjustments to policies or practices accordingly.
- Developed strong relationships with residents, fostering a positive and supportive living community.
- Improved overall house cleanliness, implementing strict cleaning schedules for staff members.
- Managed budgets and financial records to ensure responsible allocation of funds for maintenance, improvements, and events.
- Administered medications
Fraud Analyst
Gatestone
Phoenix, AZ
01.2014 - 01.2015
- Provide exceptional customer service to cardholders and vendors in a fast-paced call center environment.
- Conduct inbound and outbound calls to verify potentially fraudulent transactions on accounts.
- Handle confidential documents and verify the identity of account holders to prevent fraud.
- Analyze account transactions for signs of fraudulent activity based on current trends.
- Communicate with vendors to confirm account holder identities and prevent unauthorized access.
- Assist members in filing fraud claims and prepare necessary documentation for fraud investigators.
- Collect data from vendors, financial institutions, and other parties to support fraud claims.
- Promote additional American Express products to meet the needs of cardholders and enhance their experience.
Delivery Specialist
Sears Holdings Company
Tempe, AZ
01.2011 - 01.2014
- Handle escalated calls from delivery drivers and members with professionalism and efficiency.
- Deliver outstanding customer service in a fast-paced call center setting.
- Assist members, drivers, installers, and sales associates with a variety of issues over the phone.
- Inform members of the dates and times of their scheduled appointments for installations or deliveries.
- Reschedule appointments as needed and cancel existing orders at members' requests.
- Facilitate exchanges of merchandise and process related transactions.
- Promote home improvement services to members to enhance their experience.
- Retain sales by offering alternative solutions and addressing members' concerns effectively.
Customer Service Representative
Cable ONE
Phoenix, AZ
01.2010 - 01.2011
- Manage a high volume of incoming calls, addressing a wide range of customer service inquiries.
- Explain billing processes, billing cycles, and customer equipment details to customers in a clear and concise manner.
- Assist customers in resolving delinquent or current billing issues by processing payments over the phone.
- Deliver high-quality technical support to customers experiencing cable, phone, internet, or other service-related issues.
- Strive to achieve established productivity and service quality standards, aiming for one-call resolution whenever possible.
- Promote additional products and services to customers through upselling techniques.
Pharmacy Services Specialist/ Medical Injectables
Cigna
Phoenix, AZ
01.2007 - 01.2009
- Receive prior authorizations over the phone from doctors' offices for medical injectables.
- Review and make decisions to approve or deny requests for medical injectables.
- Handle incoming calls from pharmacies seeking assistance with medical injectables.
- Assist members with inquiries about approvals or denials related to medical injectables over the phone.
Education
High School Diploma -
Metro Tech
Phoenix, AZSkills
- Customer Support
- Payment Processing
- Customer Focus
- Call center experience
- DDD/Care Giving
- Management
Timeline
Residential House Manager
Unified Residential Homes
06.2023 - 05.2024
Client Service Representative
LabCorp
12.2015 - Current
Fraud Analyst
Gatestone
01.2014 - 01.2015
Delivery Specialist
Sears Holdings Company
01.2011 - 01.2014
Customer Service Representative
Cable ONE
01.2010 - 01.2011
Pharmacy Services Specialist/ Medical Injectables
Cigna
01.2007 - 01.2009
High School Diploma -
Metro Tech