MELISSA HORNE
Comcast
Buford,GA
23
years of professional experience
Customer Service and Operations Specialist with 10+ years of experience supporting customers, managing high-volume workflows, and maintaining accurate records. Skilled in customer service, data entry, database management, problem-solving, and process improvement. Recognized for attention to detail, strong communication, and the ability to work independently while collaborating effectively with teams. Proven track record of reliability, adaptability, and delivering high-quality results in fast-paced environments.
Work History
Quota Analyst
11 Years 7 Months- Respond to internal inquiries using documented procedures, providing clear information and resolving issues efficiently.
- Collaborated with cross functional teams from other departments and supervisors completing tasks independently while meeting strict deadlines.
- Enter and update large volumes of scheduling and appointment data with accuracy and attention to detail.
- Verify information for completeness before submission, ensuring error-free records for patient-facing teams.
- Analyze trends and support forecasting to improve service availability and customer satisfaction.
- Maintain organized digital records and follow up on outstanding items to ensure timely resolution.
- Independently work remotely.
- Implemented process improvements that streamlined operations and reduced response times.
Customer Service Dispatcher
1 Year- Answered inbound calls from customers, gathered information, and routed calls to the appropriate department.
- Verified customer and technician information to ensure accurate digital records.
- Managed shared email and phone queues, documenting all actions and follow-ups.
- Supported customers by providing service updates, resolving issues, and maintaining a calm, professional tone.
Customer Service Dispatcher
4 Years- Respond to internal inquiries using documented procedures, providing clear information and resolving issues efficiently.
- Collaborated with cross functional teams from other departments and supervisors completing tasks independently while meeting strict deadlines.
- Enter and update large volumes of scheduling and appointment data with accuracy and attention to detail.
- Verify information for completeness before submission, ensuring error-free records for patient-facing teams.
- Analyze trends and support forecasting to improve service availability and customer satisfaction.
- Maintain organized digital records and follow up on outstanding items to ensure timely resolution.
- Independently work remotely.
- Implemented process improvements that streamlined operations and reduced response times.
Education
Bachelor of Science - Psychology
Skills
Inbound Call Handling
Customer Support
Call Triage
Routing
Issue Resolution
Follow-Up
Data Verification
Accuracy Checking
Independent Work
Time Management
Typing 50+ WPM
Calm Under Pressure
Empathetic Communication
Appointment Setting Training
Timeline
Quota Analyst
Comcast
12.2014 - CurrentRead More
Customer Service Dispatcher
Air Tech Inc
01.2013 - 01.2014Read More
Customer Service Dispatcher
United Air Temp
01.2004 - 01.2008Read More
University of Phoenix
Bachelor of Science from Psychology
Read More