Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Awards
Ability Summary
Generic

MELISSA REYNA

Arlington,TX

Summary

Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs. Collaborative with relentless work ethic.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Director of Billing

Mas Vida Health
08.2024 - 07.2025
  • Reviewed billing problems, researched issues, and resolved concerns.
  • Created a transparent work environment that fostered open communication between team members, promoting collaboration and problem-solving skills development.
  • Enhanced client satisfaction levels by ensuring the timely delivery of accurate invoices and addressing concerns professionally.
  • Reduced errors and discrepancies in invoicing by closely monitoring billing data and conducting regular audits for approximately 75 orders daily.
  • Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
  • Managed the monthly billing process to complete billings and returns to meet company revenue recognition policies.

Vice President of Customer Success and Billing

Mas Vida Health
07.2023 - 09.2024
  • Provided guidance and support to drive exceptional customer service by training and coaching 12 Customer Success Representatives on best practices for customer interaction, issue resolution, and CRM documentation.
  • Cultivated strong relationships with key stakeholders, including customers, vendors, and regulators, to promote collaboration and long-term success.
  • Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
  • Identified opportunities to improve business process flows and productivity.
  • Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
  • Increased company growth through collaboration with sales and marketing departments.
  • Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.

Regional Vice President of Operations

Mas Vida Health
06.2021 - 2023
  • Championed continuous improvement initiatives, fostering a culture of innovation within the organization.
  • Developed and executed comprehensive business plans to achieve organizational goals and objectives.
  • Lead operations in providing great customer care, providing timely deliveries, working collaboratively with sales, compliance, billing, and logistics for a superb customer experience.
  • Supported P&L performance by monitoring operational KPIs, reviewing time cards, and aligning labor strategies
  • Managed approximately 40 incoming calls, emails, and Teams messages per day from combined customers and team members.
  • Coached and mentored direct reports for enhanced performance and career progression opportunities.
  • Supported the Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
  • Interacted well with customers to build connections and nurture relationships.

Director of Customer Success & Billing

JMeds / Mas Vida Health
01.2019 - 09.2021
  • Managed approximately 50 incoming calls, emails, faxes, and CRM messages per day from customers, Sales, and Operations teammates.
  • Implemented a data-driven approach to continually refine customer success strategies based on client needs and industry trends.
  • Developed and maintained long-term client relationships for increased retention and revenue growth.
  • Defined clear targets and objectives and communicated them to other team members.
  • Cultivated positive rapport with fellow employees that included Sales and Operations teams to boost company morale and promote employee retention.
  • Collaborated with sales and marketing teams to create seamless onboarding experiences for new clients.
  • Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
  • Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
  • Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers
  • .Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.

Sales Account Manager

Rental Stop
03.2018 - 12.2018
  • Managed a diverse portfolio of 21 accounts, ensuring each client received personalized attention and support. Resulting in a 90% client retention rate.
  • Negotiated prices, terms of sale, and service agreements.
  • Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
  • Resolved problems with high-profile customers to maintain relationships and increase the return customer base.
  • Organized promotional events and interacted with the community to increase sales volume.

Director of Customer Service

National HME
07.2013 - 03.2018
  • Managed a team of 33 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Handled all escalated issues with both clients and patients to offer the best outcomes, which maintained a strong relationship.
  • Reduced customer complaints, proactively addressed issues, and implemented effective solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Took ownership of customer issues and followed problems through to resolution.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns.

Assistant Operations Manager

National HME
04.2011 - 07.2013
  • Managed daily operations effectively, leading a team of 9 drivers. Ensuring timely completion of tasks and accurate reporting of results.
  • Coordinated with the Manager on different operational issues and promotional activities.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Improved communication within the team through regular meetings, updates, and open channels of communication.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.

Customer Service Representative

National HME
04.2010 - 04.2011
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Dispatched approximately 70 daily orders to ensure timely delivery by prioritizing standard and STAT orders.

Education

Some College (No Degree) - Business Communication

Oral Roberts University
Tulsa, OK

Some College (No Degree) -

North West Vista College
San Antonio, TX

Skills

  • Team leadership
  • Relationship building
  • Decision-making
  • Critical thinking
  • Emotional Intelligence
  • Invoice processing
  • Staff training
  • Problem-solving
  • Relationship building and management
  • Operations management
  • Staff training and development

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Improved Customer Satisfaction by 20%

Certification

05/2023 Certificate Life Breakthrough Academy

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Director of Billing

Mas Vida Health
08.2024 - 07.2025

Vice President of Customer Success and Billing

Mas Vida Health
07.2023 - 09.2024

Regional Vice President of Operations

Mas Vida Health
06.2021 - 2023

Director of Customer Success & Billing

JMeds / Mas Vida Health
01.2019 - 09.2021

Sales Account Manager

Rental Stop
03.2018 - 12.2018

Director of Customer Service

National HME
07.2013 - 03.2018

Assistant Operations Manager

National HME
04.2011 - 07.2013

Customer Service Representative

National HME
04.2010 - 04.2011

Some College (No Degree) - Business Communication

Oral Roberts University

Some College (No Degree) -

North West Vista College

Awards

Employee of the year at National HME, 2011.

Work Type

Full Time

Work Location

HybridOn-SiteRemote

Ability Summary

Proven expertise in streamlining business operations, enhancing efficiency, and driving organizational growth. Skilled in strategic planning, management, and cross-functional collaboration to achieve company goals and deliver exceptional results.

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