Summary
Overview
Work History
Education
Timeline
Generic

Melissa Jones

San Antonio,Texas

Summary

Dedicated Customer Service professional With knowledge of service delivery and proven multitasking abilities. With a back ground as a national register medical assistant and limited Radiological tech , seeking an Operations Supervisor role where i can oversee the status of operational issues, schedule, and prepare reports while monitoring and developing resolutions to meet productivity as well as client satisfaction goals/objectives, with a history of providing exceptional patient care, customer service , and clinical support , presenting with strong leadership qualities, expertise in medical terminology , and equipped with ability to collaborate with multidisciplinary teams to ensure quality continuity in care

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Leidos
12.2022 - Current
  • Oversee team of 14 Customer Service Associates with background as medical assistant, LVNs, Military Medics, and Hospital corpsmen.
  • Handle escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Respond to customer requests for, services, and company information.
  • acted as Office Supervisor from date of April through July of 2023 and again in April of 2024- where i Managed processes focused on effective, quality customer service, attend meetings and ensure immediate escalation of issues are handled accordingly. Ensure scheduling of medical readiness exams with focus on quality, timeliness, and customer service. Coordinate employee onboarding and training, performance assessment, work assignments, salary, and recognition/disciplinary actions. Conducted weekly one-on-one meetings in person and via WebEx to discuss employee metrics, growth, and development. Analyzed and report operational statistics and best practices on a monthly a basis to meet Key Performance Indicators (KPI). Enforce schedule adherence and manage daily Kronos checks to ensure accurate pay and schedule updates. Responsible for specific team performance in order to achieve the operational goals of quality, timeliness, customer service. Identified and resolved workflow concerns. Manage, troubleshoot, document resolution of client, provider, claimant issues. Coordinated with dept. leadership such as Weekly OS/OM meetings, and weekly 1-1 with team as needed for workflow updates, as well as policies and procedures.
  • Developed strong 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.
  • Assist customers in navigating company website and 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 in February of 2023 and again in October of 2023
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Respond proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Boost morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Monitor team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Coach and mentored service representatives to deliver polite, professional customer interactions.
  • Provided assistance to Provider and Service Members by addressing concerns, issues, and complaints through email and phone communication from February to May 2023.
  • Worked on group events project and closeouts with OS Roderick Hays between February through July 2023.
  • Play a key role in gathering all certificates required by Customer Service Associates for obtaining their Department Of Defense Common Access Cards through the NBIS.

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
  • Performed various clinical tasks such as taking patients' vitals and accurately documenting them in charts. Administered injections according to the CDC vaccine schedule while ensuring compliance with VFC requirements. Collected laboratory specimens for analysis of flu tests/strep tests/mono tests/urinalysis/HCG tests and skillfully applied splints using orthoglass or ace wrap materials.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Completed thorough chart reviews to ensure proper documentation of all pertinent medical information.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Assisted physicians with various medical procedures, ensuring accurate results and timely treatment.

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
  • Cross-trained existing employees to maximize team agility and performance.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Led and supervised a squad of 8 personnel, ensuring completion of daily tasks and missions.
  • Prepared detailed reports on supply activities, highlighting key metrics and trends for senior leadership decision-making purposes.
  • Maintained accurate records of equipment and property, ensuring accountability and compliance with regulations.
  • Assisted in budget planning activities by providing input on anticipated supply needs based on historical data analysis and future requirements forecasting.
  • Reported property accountability data using Standard Property Book System-R (SPBSR).
  • Synchronized supply chain activity by working with government contracted suppliers and distributors to obtain goods.
  • Supervised handling of deliverables and contract closeouts.

Education

Limited Medical Radiologic Technologist -

The College of Healthcare Professional

Diploma -

Concord College
02.2017

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

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Melissa Jones