Summary
Overview
Work History
Education
Skills
Timeline
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MELISSA JENKINS

East Lansing,Michigan

Summary

Experienced Customer Experience Representative with over 5 years in customer service and healthcare industries. Proven expertise in appointment scheduling, customer retention, and compliance regulations. Adept at using CRM software to enhance customer interactions and satisfaction. Known for a methodical and dependable approach, fostering strong customer relationships and delivering exceptional service.

Overview

19
19
years of professional experience

Work History

Customer Service Advocate

Optum
10.2024 - 02.2025
  • Answered a high volume of calls from patients or their representatives
  • Performed scheduling, rescheduling, and cancellation of patient appointments
  • Utilized active listening skills to identify specific patient questions or issues while documenting required information in various CRM data entry systems
  • Contacted care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Maintained all Compliance and HIPAA regulations at all times

Customer Service Representative

Peckham
10.2021 - 08.2024
  • Communicated with applicants to provide updates on the status of their passport applications in accordance with the Department of State regulations
  • Maintained confidentiality of sensitive applicant information while updating and maintaining passport application records
  • Scheduled, cancelled and rescheduled appointments for passport applicants
  • Utilized problem-solving skills to research and resolve passport application inquiries

Customer Service Associate

Walgreens
12.2020 - 02.2022
  • Answered questions about store policies and addressed customer concerns
  • Demonstrated excellent cash handling and customer service skills
  • Kept customer spaces clean, neat and organized for maximum appeal

Contractor-Data Entry Operator

Robert Half International
06.2020 - 10.2020
  • Prepared, compiled and sorted documents for data entry
  • Monitored data entry to ensure accuracy and completeness
  • Verified, corrected and modified data as necessary

Customer Service Representative

Maximus
01.2020 - 04.2020
  • Educated customers about billing, payment processing and support policies and procedures
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Promptly responded to inquiries and requests from prospective customers
  • Responded to customer requests for products, services, and company information

Food Service Representative

Noodles & Company
09.2005 - 12.2019
  • Greeted customers at counter to fulfill requests and answer questions
  • Made food according to standard recipes with requested changes for customer satisfaction
  • Provided outstanding customer service to a diverse range of patrons in a fast-paced restaurant environment

Education

Bachelor of Arts -

Central Michigan University
Mount Pleasant, MI

Skills

  • Attention to Detail
  • Proficiency in MS Office
  • Customer Complaint Resolution
  • Customer Inquiries
  • Customer Service
  • Healthcare Customer Service
  • Service Industries
  • Customer Service Training
  • Customer Success Management
  • Scheduling
  • Call Center Experience
  • Customer Relationship Management (CRM) Software
  • Customer Service Desk
  • Consumer Relationship Systems
  • Issuing Refunds
  • Customer Support
  • Customer Communications Management
  • Database Management

Timeline

Customer Service Advocate

Optum
10.2024 - 02.2025

Customer Service Representative

Peckham
10.2021 - 08.2024

Customer Service Associate

Walgreens
12.2020 - 02.2022

Contractor-Data Entry Operator

Robert Half International
06.2020 - 10.2020

Customer Service Representative

Maximus
01.2020 - 04.2020

Food Service Representative

Noodles & Company
09.2005 - 12.2019

Bachelor of Arts -

Central Michigan University

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MELISSA JENKINS