Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Edwards

Gatesville,TX

Summary

Dynamic customer service professional with extensive experience at HCSC, Blue Cross Blue Shield of Texas. Proven track record in complex problem-solving and team leadership, enhancing service delivery and customer satisfaction. Skilled in operations management and staff training, fostering a collaborative environment that drives performance and meets organizational goals.

Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.

Talented Manager with 7.5 years expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

19
19
years of professional experience

Work History

Customer Advocate 2

HCSC, Blue Cross Blue Shield of Texas
02.2022 - Current
  • Labor trained claims customer service rep
  • Handle claim inquires for provider
  • Adjust claims, send records for review, provide understanding of how the claim has processed and any other information to help providers understand the process.
  • Provide benefits to providers
  • Call center phone based system
  • Provider feedback to team members to help them meet stats and production.
  • Provided customer support through effective communication and problem-solving techniques.
  • Assisted in resolving customer inquiries using company guidelines and resources.
  • Collaborated with team members to enhance service delivery and customer satisfaction.
  • Learned operational systems and tools for efficient case management.

Front Desk Receptionist

Coryell Memorial Hospital
08.2021 - 02.2022
  • Greeted and assisted visitors, ensuring a welcoming environment.
  • Managed multi-line phone system, directing calls to appropriate departments.
  • Scheduled appointments, coordinating calendars for staff and clients efficiently.
  • Maintained accurate records of visitor logs and appointment schedules.
  • Processed payments per insurance
  • Coordinated with clinical staff on patients behalf
  • Processed referrals

TXBY Manager

HEB Grocery Store
03.2007 - 06.2021
  • Oversaw daily operations, ensuring adherence to company policies and high customer service standards.
  • Managed inventory levels, implementing effective stock control measures to minimize waste and optimize availability.
  • Trained and developed team members, fostering a collaborative environment to enhance performance and productivity.
  • Analyzed sales trends, adjusting strategies to meet changing customer demands and improve overall store performance.
  • Daily feedback to make sure all team members were following company policies.
  • Processed time sheets for my team
  • Training new managers and team members that were new to the company.
  • Provided annual reviews with strengths and opportunities to make sure my team was providing and exceeding the expectations of the company.
  • Schedule making
  • Many coaching opportunities

Education

Vocational Degree - Nursing

Hill College
Hillsboro, TX
05-2009

High School Diploma -

Gatesville High School
Gatesville, TX
05-2000

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Operations management
  • Relationship building
  • Shift scheduling
  • Business administration
  • Employee onboarding
  • Clear communication

Timeline

Customer Advocate 2

HCSC, Blue Cross Blue Shield of Texas
02.2022 - Current

Front Desk Receptionist

Coryell Memorial Hospital
08.2021 - 02.2022

TXBY Manager

HEB Grocery Store
03.2007 - 06.2021

Vocational Degree - Nursing

Hill College

High School Diploma -

Gatesville High School

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