Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Melissa Parks

Summary

To obtain a position, in which I am given the opportunity to play a direct role in the growth and success team. With my skills in the healthcare field, and customer service, I am looking to utilize my experience in identifying and resolving team issues to meet production goals and overall success of the company.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Resolution Coordinator II

Walmart E-Commerce
Sugarland , Texas
10.2022 - Current
  • Supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support, and performs research as needed.
  • Documents routine workflows, resource requirements, dependencies, and criticalities.
  • Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests.
  • Escalates systemic issues using available tools (for example, Gemba, Leadership, JIRA).
  • Nesting Force Team - lead nesting classes through attendance, observations, and speaking metrics.
  • Lead huddles provided tools and resources to drive agent progression.
  • Develop foundational leadership skills, support new hire classroom training, and nesting.
  • Selected for participation in handling special projects and tasks by manager.
  • Cross-trained in billing and payments.
  • Supporting high-volume live chats and social media chats.
  • Navigating multiple systems in answering questions and resolving issues.
  • Assisting with pharmacy calls and answering questions for customers pertaining to prescriptions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Caregiver/Trainer

Autumn Cottage Grove At Pearland
Pearland, TX
04.2018 - 08.2019
  • Provides direct support in training, as specified in ISPs and activity schedules.
  • Aid in mobility as needed for those using wheelchairs, and other assistive devices.
  • Assist in bedroom maintenance and teach housekeeping skills and care of clothing.
  • Provided constant monitoring of patients to ensure safety and comfort in a hospital setting.
  • Assist with teaching dining skills, promote social skills, and promote personal dignity during meals.
  • Administer medications to assigned residents.
  • Provided constant monitoring of patients to ensure safety and comfort in a hospital setting.
  • Engaged in conversation with confused or disoriented patients to help them stay calm and relaxed.

Customer Service Representative

HGS - Hinduja Global Solutions
Peoria, Illinois
05.2015 - 08.2016
  • During this position, I created an exceptional personalized service experience for Zipcar users.
  • I was able to troubleshoot any problems users were having with the ride-share app.
  • I provided vehicle reservations to members and made sure the cars are ready for pickup so they can lead an easier, more enjoyable life.

Housekeeper

Memorial Hermann Southwest Hospital
Houston, TX
06.2013 - 01.2015
  • Interacted pleasantly with patients and guests when performing daily duties.
  • Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
  • Responded to requests from patients regarding housekeeping needs.
  • Cleaned bathrooms, including toilets, tubs, showers and sinks.
  • Ensured that all health standards were met during cleaning operations.

Caregiver

Love & Joy Personal Care Home
Houston, TX
03.2012 - 05.2013
  • Assisted with activities of daily living such as bathing, dressing, grooming, toileting and eating.
  • Organized recreational activities to promote physical and mental well-being of the elderly.
  • Administered medications according to physician instructions.
  • Engaged with patients and families to provide emotional support and daily living instruction.
  • Transported patients to medical, dental and personal care appointments.
  • Tracked and reported clients' progress based on observations and conversations.

Education

Some College (No Degree) - Nursing

Houston Community College
Houston, TX

Skills

  • Proven ability to effectively lead through change
  • Ability to use appropriate analysis, judgment, and logic to solve problems & make decisions
  • Possess strong leadership skills, with the ability to influence others, develop team members and manage conflict
  • Ability to delegate tasks to manage workload
  • Ability to move around from project to project such as deep dive contact handling, and billing and payments
  • De-Escalation Techniques
  • Written Communication
  • Multitasking
  • Team building
  • Leadership development
  • Leadership Essentials
  • Design and implementing huddles
  • Quick base
  • Submitting tech tickets

Certification

Certificate of Recognition

Successfully completed my 6-month assignment in Nesting FORCE supporting New Hire performance by influencing behavior, leading a team, and monitoring performance.

Timeline

Senior Resolution Coordinator II

Walmart E-Commerce
10.2022 - Current

Caregiver/Trainer

Autumn Cottage Grove At Pearland
04.2018 - 08.2019

Customer Service Representative

HGS - Hinduja Global Solutions
05.2015 - 08.2016

Housekeeper

Memorial Hermann Southwest Hospital
06.2013 - 01.2015

Caregiver

Love & Joy Personal Care Home
03.2012 - 05.2013

Some College (No Degree) - Nursing

Houston Community College

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Melissa Parks