Melissa Nowak
Flowery Branch,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability, reliability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new tasks. Excellent oral and written communication skills.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Leading Edge Connections
11.2023 - Current
- Handles customer email inquiries courteously and professionally
- Manages returns, cancellations, refunds, and order status inquiries
- Actively listens to customers, handles concerns quickly, and escalates major issues to supervisor as per policy
- Resolves customer complaints with empathy, resulting in increased loyalty and repeat business
- Responds professionally to customer requests for products, services, and company information
- Maintains excellent KPI
Customer Service Representative/Quality Assurance
Dropbox (formerly Formswift)
11.2014 - 11.2023
- Provided technical assistance as needed
- Answered customer inquiries and provided accurate information regarding products and services
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Utilized live chat and emails, providing frontline customer support or assistance with product and service transactions
- Explained billing and refunded money to resolve customers' service or billing complaints
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Representative
Sykes USA
08.2013 - 11.2014
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Answered inbound calls and emails to facilitate customer service
- Consulted with customers to resolve service and billing issues
- Live chat and emails, providing frontline customer support or assistance with product and service transactions
- Educated customers on special pricing opportunities and company offerings
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Updated databases with new and modified customer data
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Medical Records Retrieval Specialist
Parameds.com
09.2009 - 07.2013
- Called medical records departments in various offices/hospitals to seek medical records for insurance companies when someone applied for different types of insurance
- Followed up with customers to make sure they provided the signed forms for the insurance company to retrieve the records
- Maintained records of medical releases in accordance with HIPAA regulations
- Managed workflow processes associated with medical record retrieval activities
- Maintained complete confidentiality in accordance with organization and legal requirements.
Laboratory Technician/Drug Testing Technician
Accudiagnostics
02.2008 - 09.2009
- Provided drug testing collection services on urine samples for CDL/DOT, Probation Departments, Gwinnett County DFACS and other employers
- Cold called businesses for drug testing services and obtained a few accounts through cold calling
- Managed inventory levels by ordering supplies and ensuring stock is available when needed
- Maintained detailed records of test results for review by supervisors or other personnel as required
- Ensured that all laboratory areas were always kept clean and orderly.
Chiropractic Office Assistant
Chiropractic Center of Norcross
09.2000 - 02.2007
- Greeted patients and collected patient information
- Submitted diagnosis and procedure codes for insurance companies
- Cooperated with Medicare and private insurance providers to resolve billing issues
- Answered phones, scheduled appointments and managed calendars
- Organized patient files and maintained accurate records
- Assisted with administrative tasks such as filing, faxing, scanning documents and mailing letters
- Processed payments, invoices, credit card transactions and insurance claims
- Verified insurance coverage for treatments
- Provided support to the chiropractor with patient care needs
- Prepared treatment rooms before patients arrived for their appointment
- Responded to inquiries from potential new patients in a timely manner
- Handled billing inquiries from patients or insurance companies
- Kept current on all HIPAA regulations related to patient privacy rights
- Collected co-pays and insurance data, applying full and proper payment to patient accounts.
Education
High School Diploma -
Norcross High School
Norcross, GA06.1989
Skills
- Member account management
- Problem resolution
- Data entry
- Customer service
- Appointment scheduling
- CRM software
- Refund processing
- Microsoft Office and Word
- Refunds and cancellations
- Account updating
- Order processing
- Administrative work
- Spreadsheets
- Quality assurance
- Computer Proficiency
- Customer satisfaction measurement
- Active Listening
Timeline
Customer Service Representative
Leading Edge Connections
11.2023 - Current
Customer Service Representative/Quality Assurance
Dropbox (formerly Formswift)
11.2014 - 11.2023
Customer Service Representative
Sykes USA
08.2013 - 11.2014
Medical Records Retrieval Specialist
Parameds.com
09.2009 - 07.2013
Laboratory Technician/Drug Testing Technician
Accudiagnostics
02.2008 - 09.2009
Chiropractic Office Assistant
Chiropractic Center of Norcross
09.2000 - 02.2007
High School Diploma -
Norcross High School