Summary
Overview
Work History
Education
Skills
additional professional experiences
Timeline
Generic

Melissa Paredes

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Employs a high-level of professionalism in day-to-day work, enjoys tackling challenges on an individual-basis but also thrives in hectic, customer- focused, teamwork environments.

Overview

17
17
years of professional experience

Work History

Member Experience Manager

Ro (Kit)
06.2021 - 01.2024
  • Managed a team of customer service representatives, ensuring consistent delivery of exceptional member experiences.
  • Developed and executed data-driven plans for continuous improvement in the member experience journey.
  • Streamlined processes to optimize efficiency and effectiveness in resolving member concerns and issues.
  • Partnered with cross-functional teams to drive alignment on key initiatives impacting the overall member experience.
  • Conducted regular assessments of employee performance, providing coaching and feedback for ongoing development.
  • Managed a contracted off-shore team of 75 agents to ensure all in-house channels were appropriately staffed to meet SLAs.

Customer Support Manager

Kit (Ro Acquisition)
02.2021 - 06.2021
  • Worked together with Kit's CEO and COO to build Kit's Customer Support team.
  • Managed a team of 5 Coordinators supporting phone, email, video calls and SMS contact channels.
  • Served as main point of contact for our B2B clients and streamlined the customer support process for faster resolution times and improved customer experience.
  • Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
  • Identified trends to improve efficiency within the kit and app, reduce problem calls and suggest solutions to upper management.

QA Analyst/Operations Specialist III

Cross Country Healthcare (DirectED)
10.2017 - 07.2019
  • Developed, implemented, and managed a Quality Control Program to monitor the Operations Teams customer service via email, text, chat and phone.
  • Collaborated with cross-functional teams to ensure seamless integration of new features and bug fixes.
  • Analyzed quality and performance data to support operational decision-making.

Operations Manager

Cross Country Healthcare (DirectED)
08.2016 - 10.2018
  • Managed a team of 12 Operations Specialist
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Recommended enhancements to the leadership team that would improve the serviceability and operation of our day to day substitute business.

Help Desk Coordinator

On Assignment Inc
10.2010 - 03.2016
  • Provided end user support for 68 field offices and internal staff via e-mail and phone
  • Streamlined help desk processes for increased productivity and reduced response times.
  • Documented and tracked help desk tickets to ensure timely resolution of issues.
  • Worked closely with IT, Infrastructure and Telco to troubleshoot computer and network issues.

Customer Care Manager

Yoh Company
02.2007 - 12.2009
  • Managed 12 Coordinators and Customer Care operations for field offices on the West Coast
  • Accountable for the execution of transactional and problem resolution services for contractors, business center staff, and clients on all issues related to the back-end production operation.
  • Provided resolution of specific services including payroll, billing and collection issues, contractor file maintenance, and Independent Contractor processing.

Education

High School Diploma -

Westlake High School
Westlake Village, CA

Skills

  • Customer service excellence
  • Adaptability and flexibility
  • Attention to detail
  • Cross-functional collaboration
  • Team leadership
  • Process improvement
  • Performance monitoring
  • Training and development

additional professional experiences

Proficient in Google Workspace, Microsoft Office, PeopleSoft,  ReadySub, FileMaker, RecruitMax, SalesForce, E-Verify, Footprints, LANDesk, Zendesk, CRM software, Concur, TextUS and Medplum

Timeline

Member Experience Manager

Ro (Kit)
06.2021 - 01.2024

Customer Support Manager

Kit (Ro Acquisition)
02.2021 - 06.2021

QA Analyst/Operations Specialist III

Cross Country Healthcare (DirectED)
10.2017 - 07.2019

Operations Manager

Cross Country Healthcare (DirectED)
08.2016 - 10.2018

Help Desk Coordinator

On Assignment Inc
10.2010 - 03.2016

Customer Care Manager

Yoh Company
02.2007 - 12.2009

High School Diploma -

Westlake High School

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Melissa Paredes