Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Diaz

Sacramento,CA

Summary

15+ years of professional customer service with a proven track record at The Solutions Center, adept in policy modification and clear communication. Excelled in enhancing customer service standards and streamlining operations, achieving significant process improvements. Skilled in Microsoft office, and building rapport, consistently prioritized customers and team needs to drive success and operational excellence.

Overview

14
14
years of professional experience

Work History

Compliance/Office Manager

The Solutions Center
10.2023 - Current
  • Identified and communicated customer needs to preparer's and management.
  • Planned, created, and deployed high quality systems to meet and exceed customer expectations.
  • Enhanced productivity levels by 15% by anticipating needs and delivering outstanding support.
  • Delivered prompt service to prioritize customer needs.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Prepared documentation and records for upcoming audits and inspections.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Defined clear targets and objectives and communicated to other team members.
  • Responded to customer requests for products, services, and company information.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Dispatcher

Acertus
06.2023 - 10.2023
  • Answered inbound and made outbound calls adeptly, maintaining an average workload of 20-30 calls per day while ensuring high-quality customer interactions.
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Analyzed customer feedback and provided solutions to improve customer service.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Demonstrated ability to actively listen to customer needs and concerns, ensuring accurate comprehension and tailored solutions that meet customer expectations.
  • Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
  • Oversaw and enforced compliance with all safety regulations and DOT regulations.
  • Scheduled and organized delivery routes.
  • Communicated with warehouse staff to facilitate proper loading and unloading of orders.
  • Provided customers with information on products and services.

Office Assistant

Miles B Signings
02.2018 - 09.2022
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Answered and managed 20-30 incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Edited and proofread documents for accuracy and completeness.
  • Monitored and tracked budgets and expenses.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Set up and managed appointments for client notary services.
  • Managed 30-50 orders inputting telephone numbers, addresses, and proper spelling of names.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Pleasantly greeted all callers and asked how to be of assistance.
  • Managed time efficiently in order to complete all tasks within deadlines.

Recovery Analyst

Health Net Pharacuetical Services
06.2010 - 09.2016
  • Interacted with development and end-user personnel to determine application data access requirements.
  • Administrated organization's database by using database management system to organize and manage data.
  • Provided database and system administration involving web and communication components.
  • Created computer databases and tested and coordinated changes according to user requirements.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Generated reports detailing findings and recommendations.

Education

High School Diploma -

Hiram W. Johnson
Sacramento, CA
06-1997

Skills

  • Clear oral/written communication
  • Mail handling
  • Scheduling and calendar management
  • Call escalation
  • Prioritization
  • Tracking complaints
  • Research
  • Professional telephone demeanor
  • Product and service solutions
  • Positive and professional
  • Courteous demeanor
  • Follow-up skills

Timeline

Compliance/Office Manager

The Solutions Center
10.2023 - Current

Dispatcher

Acertus
06.2023 - 10.2023

Office Assistant

Miles B Signings
02.2018 - 09.2022

Recovery Analyst

Health Net Pharacuetical Services
06.2010 - 09.2016

High School Diploma -

Hiram W. Johnson

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