Melissa Mattar
Minnetonka,MN
Summary
Dynamic leader with a proven track record at Park Nicollet Clinic, excelling in team management and customer service. Spearheaded initiatives that enhanced team efficiency and accountability, leveraging skills in performance management and effective communication. Fostered a collaborative environment, significantly improving service quality and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Support Supervisor
Park Nicollet Clinic
12.2023 - Current
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
- Streamlined support processes for increased efficiency and improved response times.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
- Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Developed staff training programs to ensure consistent service quality across the team.
- Managed a team of support professionals, fostering an environment of collaboration and growth.
- Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
- Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
Customer Service Team Lead
Park Nicollet
04.2020 - 12.2023
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Took cash and credit card payments via phone, in person, and through email.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
Collection Agency Liaison
Park Nicollet Clinic
01.2018 - 04.2020
- Managed patient collections efforts with professionalism and tact, successfully recovering overdue payments while preserving positive relationships between the practice and its clientele.
- Conducted regular inventory assessments to identify gaps in the collection and ensure accurate records were maintained.
- Acted as a liaison between patients and their insurance companies, helping to clarify coverage details and ensure access to necessary care services.
- Improved company reputation by maintaining professionalism and adhering to ethical standards throughout all collection activities.
- Initiated collections procedures when necessary, maintaining professionalism and preserving positive client relationships during difficult conversations about overdue payments.
- Aided in the reduction of bad debt write-offs through diligent monitoring of aging reports and proactive collections efforts.
- Assisted in the development of departmental goals and KPIs, ensuring a focus on continuous improvement and measurable results within credits and collections operations.
Education
Diploma - Spanish Language And Literature
St. Louis Park Senior High School
Saint Louis Park, MNSkills
- Team Management
- Task Delegation
- Feedback Delivery
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Office Administration
- Training and mentoring
- Customer service understanding
- Documentation skills
- Work Planning and Prioritization
- Leading Team Meetings
- Team Development
- Staff Management
- Corrective Actions
- Quality Assurance
- Conflict Management
- Support Services
- Employee Development
- Records Management
- Performance Management
- Schedule Coordination
- Decisive Decision-Making
- Professional Networking
- Language Fluency
- Meeting Coordination
- Problem-solving abilities
- Reliability
- Excellent Communication
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Phone and Email Etiquette
- Microsoft Office
Timeline
Support Supervisor
Park Nicollet Clinic
12.2023 - Current
Customer Service Team Lead
Park Nicollet
04.2020 - 12.2023
Collection Agency Liaison
Park Nicollet Clinic
01.2018 - 04.2020
Diploma - Spanish Language And Literature
St. Louis Park Senior High School
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