Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa McNabb

Hattiesburg,MS

Summary

Seasoned customer service professional with many years of experience, who has demonstrated the ability to exceed performance metrics, resolve complex issues, and build customer rapport. Currently seeking a full time support role to enhance the customer service experience for customers using my strong problem-solving skills, Attention to detail and excellent active listening skills.

Overview

9
9
years of professional experience

Work History

Apple Technical Support Advisor

Transcom
06.2022 - 06.2024
  • Utilized strong problem-solving skills to troubleshoot Apple device issues daily, resulting in X% improvement in customer satisfaction scores.
  • Utilize expertise in Apple technology to resolve issues with iWatch, iPhone, and iPad devices.
  • Educate new customers, helping them acquire the basic skills they need to get started on photo, video, and music projects. Maintain strong relationships with customers.

Medicare Customer Service Representative

Maximus Federal
11.2018 - 08.2021
  • Reviewed Part A/B claims with beneficiaries and verified approved or denied and how to appeal claims that were denied.
  • Guided beneficiaries through the processes of Medicare billing for Part B, drug plans, and advantage plans, such as monthly premiums, and any costs out of pocket.
  • Maintained up-to-date knowledge of policy updates and procedural changes by consistently completing assigned training modules, upholding service quality standards.

Marketplace Customer Service Representative

General Dynamics
11.2015 - 08.2021
  • Guided consumers through the processes of choosing a health plan and advice on such as monthly premiums, and any costs out of pocket.
  • Assist the caller with filling out the online application and submitting it electronically to the plan provider for processing
  • Maintain up-to-date knowledge of CMS regulations and policies as they apply to both the healthcare programs by completing all assigned trainings.

Education

Associates Degree - Medical Billing And Coding

Pearl River Community College
Poplarville, MS
05.2015

Skills

  • Active Listening
  • Call Quality Measurement
  • Computer Knowledge
  • Customer Satisfaction
  • Desktop Troubleshooting
  • Medical Terminology
  • Medicare Knowledge
  • Microsoft Office
  • Microsoft Windows
  • Software Troubleshooting

Timeline

Apple Technical Support Advisor

Transcom
06.2022 - 06.2024

Medicare Customer Service Representative

Maximus Federal
11.2018 - 08.2021

Marketplace Customer Service Representative

General Dynamics
11.2015 - 08.2021

Associates Degree - Medical Billing And Coding

Pearl River Community College

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