Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Melissa Potter

Jefferson,OH

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

20
20
years of professional experience

Work History

Business Development Manager

Stratus Unlimited
08.2022 - Current
  • Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Identified plans and resources required to meet project goals and objectives.
  • Coordinated material procurement and required services for projects within budget requirements.
  • Developed, prepared and implemented strategic project plans to meet business objectives.

Licensed Vocational Instructor

Core Civic-Lake Erie Correctional Institute
09.2021 - 07.2022
  • Assisted in organizing incarcerated individuals graduation and programs such as Toastmasters
  • Submit all necessary corrective actions forms for misconduct or absenteeism from class(es)
  • Provide information to incarcerated individuals relevant to their dormitories and institutional programs
  • Improved student performance by defining clear goals set by required by the State of Ohio and Ohio Central Schools Systems and communicating performance metrics.
  • Evaluated and revised lesson plans and course content to achieve student-centered learning.
  • Promoted classroom safety, collaboration and best practices set by Core Civic and State of Ohio regulations.
  • Applied various teaching aids to minimize learning gaps and instruct and motivate students.
  • Tested students to assess progress and adapted learning plans in alignment with performance.
  • Developed and clearly presented classroom rules, guidelines and objectives.
  • Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
  • Participated in department meetings to provide input to colleagues about student achievement and improvement.

Office Manager

Cleveland Dental Institute
08.2020 - 08.2021
  • Managed an office of 6 Patient Service Representative, 12 Dental Assistants, 1 Hygienist, 8-12 doctors
  • Enforced HIPAA, OSHA and State of Ohio standards/requirements
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
  • Increased and stimulated new patient growth by supporting sales, marketing and promotional programs.
  • Reviewed flash reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
  • Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
  • Managed office within budget guidelines for clerical and auxiliary supply purchases, equipment upgrades and labor costs.
  • Recruited, hired and developed office teams to offer best-in-class patient care.
  • Executed operational standards flawlessly in full compliance with established policies, procedures and government regulations.
  • Established team priorities, maintained schedules and monitored performance.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Office Manager

Aspen Dental
07.2019 - 08.2020
  • Facilitate any office meetings to ensure staff is up to speed with changes.
  • Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
  • Reviewed flash reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
  • Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
  • Recruited, hired and developed office teams to offer best-in-class patient care.
  • Executed operational standards flawlessly in full compliance with established policies, procedures and government regulations.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.

Inside Sales Specialist

Mentor Lumber Supply
03.2018 - 07.2019
  • Inside Sales Specialist experienced in custom designed entry, patio and interior doors, windows, and deck products
  • Provide quotes and estimates for designs
  • Tactfully navigate multiple programs and solving complicated issues in a cost-effective manner
  • Effectively communicate with manufacturing and distribution departments to accommodate clients special request for delivery and pickup
  • Update and maintain sales orders or customer records for accuracy.
  • Applied mathematical skills to calculating amounts, negotiating prices, and setting up contracts.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
  • Managed friendly and professional customer interactions.
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.
  • Set up new accounts, established customer credit and set up payment methods.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.

Sales Specialist

Lowes Home Improvement
05.2016 - 03.2018
  • Sales specialist experienced in custom designed entry, patio and interior doors windows and other millwork products
  • Provide quotes and estimates for installation or designs
  • Tactfully navigate multiple programs and solving complicated issues in a cost-effective manner
  • Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
  • Built rapport with customers and assessed needs to make product recommendations and upsell.
  • Demonstrated product features, answered questions and persuasively overcame objections.
  • Drafted, finalized and submitted paperwork to complete sales.
  • Supported retail distributors, dealers and customers through in-person and telephone support.
  • Collaborated with cross-functional teams to identify and address customer needs.
  • Contributed to team objectives in fast-paced environment.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Quoted prices, credit terms and other bid specifications.
  • Drove store revenue by offering customers accessories and related purchases to complete selections.

Front Office Manager

La Joya Family Doctor
01.2015 - 09.2015
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Coached employees through day-to-day work and complex problems.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
  • Delivered performance reviews, recommending additional training or advancements.
  • Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Call Center Team Lead

T.J Health Partners
09.2011 - 11.2014
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Oversaw team of 6 agents focused on transferring calls.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Responded to customer requests for products, services, and company information.
  • Trained staff on operating procedures and company services.
  • Implemented and developed customer service training processes.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.

Call Center Team Lead

T-Mobile
06.2004 - 10.2009
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Oversaw team of 16 agents focused on customer service, billing and technical troubleshooting calls.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Trained existing and new staff on operating procedures and company services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Education

High School Diploma -

Edinburg North High School
Edinburg, TX

Bachelor of Arts - Business Administration And Management

Ashford University
San Diego, CA

Skills

  • CRM Platforms
  • Business Development
  • Call Center Operations
  • Staffing Coordination
  • Medical Records Management
  • Patient Relations
  • Conflict Management
  • Budget Management

Languages

Spanish
Native or Bilingual

Timeline

Business Development Manager

Stratus Unlimited
08.2022 - Current

Licensed Vocational Instructor

Core Civic-Lake Erie Correctional Institute
09.2021 - 07.2022

Office Manager

Cleveland Dental Institute
08.2020 - 08.2021

Office Manager

Aspen Dental
07.2019 - 08.2020

Inside Sales Specialist

Mentor Lumber Supply
03.2018 - 07.2019

Sales Specialist

Lowes Home Improvement
05.2016 - 03.2018

Front Office Manager

La Joya Family Doctor
01.2015 - 09.2015

Call Center Team Lead

T.J Health Partners
09.2011 - 11.2014

Call Center Team Lead

T-Mobile
06.2004 - 10.2009

High School Diploma -

Edinburg North High School

Bachelor of Arts - Business Administration And Management

Ashford University

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Melissa Potter