Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Havner

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Energetic and organized with knack for leadership and problem-solving. Well-versed in strategic planning and operational efficiency, along with strong analytical and communication skills. Committed to driving team success and achieving organizational goals.

Overview

9
9
years of professional experience

Work History

Intake Supervisor-Remote

Synapse Health
04.2024 - Current
  • Established clear expectations for staff performance through comprehensive employee orientation programs and ongoing professional development opportunities.
  • Reduced wait times for clients through effective scheduling and staff allocation strategies.
  • Prioritized high-risk cases by assessing client needs accurately during the intake process, allocating appropriate resources accordingly.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Completed bi-weekly payroll for 55 employees.

DME Resupply Customer Service Manager-Hybrid

AdaptHealth
10.2021 - 04.2024
  • Established clear lines of communication between team members to facilitate efficient information sharing and problem-solving capabilities.
  • Developed and maintained strong relationships with key clients, ensuring their needs were met and expectations exceeded.
  • Collaborated closely with cross-functional teams to develop new strategies for enhancing the overall client experience.
  • Oversaw recruitment efforts for customer service department, selecting candidates who demonstrated strong skills and commitment to excellence in service delivery.
  • Managed escalated situations effectively, mitigating potential negative impacts on both company reputation and client relationships.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Intake/Provider Relations Supervisor-Remote

United Healthcare
09.2020 - 11.2021
  • Developed and maintained positive relationships with providers to ensure compliance with contractual agreements.
  • Monitored claim denials, appeals, and grievances for accuracy and completeness of information.
  • Coordinated the resolution of complex provider disputes by working closely with internal stakeholders.
  • Provided guidance and training to staff on best practices related to contract negotiations and dispute resolution techniques.
  • Performed data analysis on utilization trends to identify opportunities for improvement in network composition.
  • Streamlined processes, leading to increased efficiency and reduced errors.

Office Manager

Green Ford
10.2019 - 11.2020
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Prepared expense reports on behalf of executives in accordance with company policies and procedures.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.

Customer Success Manager

Volvo
04.2018 - 09.2019
  • Provided customer onboarding and training to ensure successful product adoption.
  • Designed processes to drive results and identify improvements.
  • Provided Senior leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Collaborated with cross-functional teams to establish customer success programs.
  • Analyzed business performance data and forecasted business results for upper management.
  • Produced thorough, accurate and timely reports of project activities.

Customer Service Supervisor

Newell Rubbermaid/Black & Decker Corporation
03.2016 - 02.2018
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.

Education

Bachelor of Science - Business Administration

Strayer University
Greensboro, NC

Associate of Science - Business Administration

Strayer University
Greensboro, NC

Skills

  • CRM, SAP, Filemaker, Microsoft office products, AS400, ICUE, Facets, VCC, ERP, Niko, Salesforce
  • Employee Scheduling
  • Coaching and Mentoring
  • Genesys, Snowflake, Epic
  • Workforce Management
  • Quality assurance controls
  • Client relations and retention
  • Call Center Operations
  • Conflict resolution techniques
  • Management of remote employees
  • Human Resources/ Recruiting
  • Risk management
  • Coaching and mentoring
  • Conflict management
  • Performance evaluations
  • Project management

Timeline

Intake Supervisor-Remote

Synapse Health
04.2024 - Current

DME Resupply Customer Service Manager-Hybrid

AdaptHealth
10.2021 - 04.2024

Intake/Provider Relations Supervisor-Remote

United Healthcare
09.2020 - 11.2021

Office Manager

Green Ford
10.2019 - 11.2020

Customer Success Manager

Volvo
04.2018 - 09.2019

Customer Service Supervisor

Newell Rubbermaid/Black & Decker Corporation
03.2016 - 02.2018

Bachelor of Science - Business Administration

Strayer University

Associate of Science - Business Administration

Strayer University

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Melissa Havner