Melissa Castanon
El Paso,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Aston Carter- Learning A-Z
07.2023 - 09.2023
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled inbound customer chat conversations from various websites.
- Assisted customers with order placement, product returns and order tracking.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
Mortgage Servicing Specialist
Solutions 3- Flagstar Bank
02.2023 - 06.2023
- Evaluated loan requests and documents to verify accuracy and completeness.
- Explained very technical financial information to applicants in easy to understand language.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Annual Enrollment Specialist
Insight Global- ADP- Automated Data Processing
10.2022 - 12.2022
- Maintained confidentiality of patient finances, records, and health statuses.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Verified client information by analyzing existing evidence on file.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
My Life Advisor
Adp- Automated Data Processing
02.2020 - 03.2021
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Reduced employee turnover by creating welcoming, inclusive and employee-centered work culture.
- Processed W-2s, 1099s and other year-end reports to remain in compliance with state and federal laws.
Benefits Specialist
Aerotek- ADP- Automated Data Processing
09.2019 - 02.2020
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and email.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Checked employees' benefits enrollment for accuracy and inputted all data into Salesforce.
- Built relationships with vendors to foster quality service delivery.
- Implemented open enrollment system to streamline benefits processes for employees.
District Store Manager
Metro By T-Mobile
01.2019 - 07.2019
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Store Manager
Cricket Wireless- Talk For Less
06.2017 - 12.2018
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Assistant Manager
Family Dollar
06.2013 - 06.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
High School Diploma -
Santa Teresa High School
Santa Teresa, NM05.2013
Skills
- Staff Training
- Credit Card Payment Processing
- Microsoft PowerPoint
- Report Preparation
- Strong Telephone Etiquette
- Performance Goals
- Online Chat
- Microsoft Office
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Aston Carter- Learning A-Z
07.2023 - 09.2023
Mortgage Servicing Specialist
Solutions 3- Flagstar Bank
02.2023 - 06.2023
Annual Enrollment Specialist
Insight Global- ADP- Automated Data Processing
10.2022 - 12.2022
My Life Advisor
Adp- Automated Data Processing
02.2020 - 03.2021
Benefits Specialist
Aerotek- ADP- Automated Data Processing
09.2019 - 02.2020
District Store Manager
Metro By T-Mobile
01.2019 - 07.2019
Store Manager
Cricket Wireless- Talk For Less
06.2017 - 12.2018
Assistant Manager
Family Dollar
06.2013 - 06.2016
High School Diploma -
Santa Teresa High School
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