Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Jones

San Antonio,Texas

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Leidos
12.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Supervised large teams with guidance, support and direction for high-quality customer care.

Medical Assistant

QTC Medical Group
08.2019 - 12.2022
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
  • Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.

Registered Medical Assistant

Little Spurs Pediatric Urgent Care
02.2017 - 04.2019
  • Taking patients vitals, charting, injection administration, CDC vaccine schedule, VFC requirements, Laboratory collection specimen, Rapid Lab Testing(flu, strep, mono, urinalysis, HCG testing), Splinting(orthoglass, ace wrap)

handler/Dot courier

FedEx Express
04.2016 - 02.2017
  • Provided efficient and safe delivery and pick-up of packages, while representing the company in a professional manner
  • Operated vehicle safely and efficiently, complying with all governmental and corporate procedures
  • Accurate, timely selection and inspection of assigned packages
  • Answered customers questions on FedEx features of service
  • Ensure proper labeling of packages including special requirements for dangerous goods and international shipments, separate packages by service type and destination

Logistics/92Y

US Army
01.2007 - 02.2015
  • Supply specialist, performed duties involving request, receipts, storage, issue, accountability, and preservation of individual, organization, installation, and expandable supplies and equipment
  • Received and inspected delivered and turn in organizational supplies and equipment
  • Operated unit level computer(ULC), prepared unit, organizational supply documents

Education

Limited Medical Radiologic Technologist -

The College of Healthcare Professional
San Antonio, Texas

Diploma -

Concord College
San Antonio, Texas
02.2017

Skills

  • CPR certified American Heart Association Competent
  • Injection administration Intermediate
  • CDC vaccine schedule Intermediate
  • VFC requirements Competent
  • Labcorp Beacon Intermediate
  • Rapid Lab testing Intermediate
  • Splinting Intermediate
  • Vital signs Intermediate
  • Patient charting Intermediate
  • Spanish Fluent

Timeline

Customer Service Representative

Leidos
12.2022 - Current

Medical Assistant

QTC Medical Group
08.2019 - 12.2022

Registered Medical Assistant

Little Spurs Pediatric Urgent Care
02.2017 - 04.2019

handler/Dot courier

FedEx Express
04.2016 - 02.2017

Logistics/92Y

US Army
01.2007 - 02.2015

Limited Medical Radiologic Technologist -

The College of Healthcare Professional

Diploma -

Concord College

Similar Profiles

CREATE PROFILE
Melissa Jones