Melissa Lambert
Opus IVS
Westland,MI
16
years of professional experience
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Work History
Office Operations Manager
5 Months- Monitored compliance requirements and maintained organized records for audits and documentation.
- Oversaw facility maintenance tasks, ensuring a clean, safe, and productive working environment for all employees.
- Developed comprehensive training programs for new hires, reducing onboarding time and increasing employee retention rates.
- Organized company events and team building activities to foster a positive company culture and boost morale.
- Maintained inventory control systems for accurate tracking of office supplies usage patterns while minimizing waste or stockouts.
- Assisted with recruitment efforts by screening candidates, scheduling interviews, and managing the onboarding process for new hires.
- Coordinated staff scheduling to ensure adequate coverage during peak hours and reduce overtime expenses.
- Interacted well with customers to build connections and nurture relationships.
- Oversaw insurance verification, claims follow-up, and billing accuracy for patient accounts.
- Trained and coached front office staff on service standards, systems, and operational procedures.
- Acted as liaison between upper management and staff members, facilitating open communication channels across hierarchical levels for increased efficiency.
- Handled confidential information professionally and discreetly, ensuring compliance with data privacy regulations and company policies.
- Directed daily office operations to maintain efficient patient flow and front desk performance.
Office Operations Manager
2 Years 3 Months- Managed scheduling, staffing, and coverage to support consistent clinical and administrative service.
- Directed daily office operations to maintain efficient patient flow and front desk performance.
- Implemented process improvements that reduced administrative delays and strengthened workflow consistency.
- Oversaw insurance verification, claims follow-up, and billing accuracy for patient accounts.
- Trained and coached front office staff on service standards, systems, and operational procedures.
- Coordinated inventory, supplies, and vendor communication to support uninterrupted office operations.
- Resolved patient and staff escalations while preserving service quality and office productivity.
- Managed budget allocation for various departments, ensuring optimal resource utilization and cost savings.
- Evaluated employee performance through regular reviews, providing constructive feedback to promote professional growth.
- Acted as liaison between upper management and staff members, facilitating open communication channels across hierarchical levels for increased efficiency.
- Implemented policies that ensured compliance with industry regulations while promoting transparency in daily operations.
- Handled confidential information professionally and discreetly, ensuring compliance with data privacy regulations and company policies.
RAP Data Analytics Specialist
3 Years 1 Month- Tracked and documented customer support technician daily session and call volume count.
- Tracked all temporary license spending, subscription purchases, and programming file purchases.
- Tracked daily scheduled sessions and total programming requests.
- Tracked warranty payouts to customers.
- Compiled data for weekly reports sent to distributors.
Supervisor of Client Support
1 Year 4 Months- Interfaced with customers and Customer Support Technicians daily during programming events to ensure smooth operations and address issues promptly.
- Interviewed, hired, and trained new employees.
- Handled supervisor requests and reviewed warranty payouts.
- Responsible for interviewing, hiring, and overseeing the training of new employees.
- Writing and maintaining training materials.
- Updated weekly employee metrics and scorecards.
- Collaborated with senior management and new management team members to align support strategies and enhance team effectiveness.
Remote Assisted Programming Lead Technician
1 Year 5 Months- Trained and led the CSTs in existing and newly implemented policies and procedures.
- Developed reports relevant to the current business model.
- Developed and implemented new training documentation to adapt to an ever-changing business.
- Participated in the interview process for new hires.
- Developed new goals and procedures to enhance customer experience.
- Maintained effective communication and management skills for a large and growing team.
Remote Assisted Programming Technician Level 1
2 Years- Experienced in a call center environment setting and carrying out scheduled appointments and service.
- Experienced in completing vehicle programming, both domestic and foreign, per manufacturer recommendations and software.
- Level 1 troubleshooting of physical equipment and software related to physical equipment.
- Level 1 training of new employees for techniques in time management and execution of job duties.
- Providing on-the-spot assistance to all technicians as needed during vehicle programming appointments.
- Development of templates for personal time management which became a recommended document for incoming technicians.
Database Administrator
8 Years 5 Months- Experienced in daily configuration, administration, and maintenance for various database types for Level 1 and Level 2 support.
- Adhere to the unique special procedures outlined for every customer.
- Track all relevant communication and documentation in a case ticketing system.
- Track all changes via provided change management policy.
- Manage & maintain both a personal ticket queue and team tickets overall.
- Support and document customer specific procedures.
- Customer service skills and client focus
- Strong communications skills including the ability to communicate technical information in using non-technical language.
- Excellent problem-solving skills
- Ability to remain calm and courteous in periods of stress.
- Ability to work on several problems simultaneously.
Education
Bachelor of Arts - Language, Literature and Writing for Secondary Education Teachers
Associate of Arts - General Studies
Skills
Client relationship management
Operations management
Documentation management
Supply management
Budget reporting
Employee supervision
Coaching and mentoring
Team leadership
Financial analysis
Customer service
Effective communication
Analytical thinking
Organizational skills
Facility coordination
Written communication
Personal Information
Title: RAP Data Analytics Specialist
Timeline
Office Operations Manager
Canton Pediatric Dentistry
06.2026 - CurrentRead More
Office Operations Manager
Great Expressions Dental Centers
03.2024 - 06.2026Read More
RAP Data Analytics Specialist
Opus IVS
10.2023 - CurrentRead More
Supervisor of Client Support
Opus IVS
06.2022 - 10.2023Read More
Remote Assisted Programming Lead Technician
Opus IVS
01.2021 - 06.2022Read More
Remote Assisted Programming Technician Level 1
Opus IVS
01.2019 - 01.2021Read More
Database Administrator
BraveSoft Tech Inc.
06.2010 - 11.2018Read More
Schoolcraft College
Associate of Arts from General Studies
Read More
Eastern Michigan University
Bachelor of Arts from Language, Literature and Writing for Secondary Education Teachers
Read More