Melissa Ruiz
Brownsville
Summary
Fraud Specialist Supervisor, accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviors for Bank of America Fraud Specialist. Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings. Dependable Customer Service Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success. Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
ACT- Bank Of America
2020.01 - 2022.04
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Resolved account issues to build rapport and relationships with clients.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Standardized office structures and processes to promote collaboration and increased performance.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Attendance Clerk
BISD
2019.01 - 2020.12
- Input daily attendance information into office database for [Number]-student school.
- Maintained accurate records of all absences, truancy issues and disciplinary actions.
- Called parents and guardians to inquire about late or truant students.
- Pleasantly greeted all office visitors and asked open-ended questions to determine needs.
- Operated telephone systems to answer and route incoming calls along with taking and delivering messages.
- Processed and scanned files into electronic databases.
- Answered queries by locating and retrieving necessary files.
- Made appropriate file information updates and system upgrades.
- Composed correspondence to internal and external parties as requested.
- Maintained 97% efficiency for large record volume organization.
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Customer Service Representative
Maximus
2015.09 - 2018.02
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Youth Care Worker - Staff Secure
Southwest Key Program - Nueva Esperanza
2013.05 - 2015.06
- Completed clear and concise documentation of youth behavior and actions.
- Aided with crisis intervention by redirecting negative behaviors and offering peer counseling.
- Evaluated needs of youth and outlined measures to address.
- Assisted youth with obtaining resources such as food, clothing and shelter.
- Attended treatment team meetings to discuss youth's mental and behavioral progress.
- Substituted in absence of teachers during school hours.
- Assisted in proper evacuation of youth during emergency situations such as inclement weather.
- Attended Handle With Care trainings to enhance staff and youth safety during physical intervention.
- Documented data and completed accurate updates to case records.
Registered Dental Assistant - Medical Coordinator
Brownsville Pediatric Clinic
2010.07 - 2011.11
- Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
- Documented patient dental health information, medical history and vital signs for future reference.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, [Type], casts and impressions.
- Explained treatment procedures and instructed patients on home care guidelines.
- Staged tray for procedures by arranging dental instruments and equipment.
- Prepared rooms for patient treatment by cleaning and sterilizing tools and equipment.
- Took dental images following strict patient protection rules by mentioning risks during pregnancy, and applying lead aprons.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
- Administered desensitizing agents by applying numbing gel to prepare patients for anesthetic injections.
- Educated patients on postoperative care and best practices for protecting dental work and boosting healing process.
- Booked patient appointments and managed treatment details using MS Excel and industry-standard registration software.
- Assisted dentist with paperwork and billing protocol for both routine and less common procedures.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics.
- Prepared and arranged instruments, medications and required materials for dental procedures.
- Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.
- Managed office schedules and calendars to coordinate administrative planning and execution.
Teacher's Aide
Skinner Elementary
2007.09 - 2008.01
- Supported student learning objectives through personalized and small group assistance.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Assisted teachers with supervision and care of group of 18-22 children.
- Promoted physical, mental and social development using classroom games and activities.
- Distributed learning materials such as worksheets, textbooks and supplemental activities.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Supported classroom activities, tutoring, and reviewing work.
- Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
- Monitored students on field trips, handling roll call and group movement to keep youths safe in public settings.
- Completed daily reports, meal count sheets and attendance logs.
- Took daily attendance, notifying classroom teacher immediately of student absences.
- Took attendance, graded assignments and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
- Participated in professional development opportunities and attended in-services and seminars.
- Supported instructor with test administration, curriculum development and assignment grading.
- Maximized receptive learning by educating students using hands-on instructional techniques.
Education
Associate of Science - Dental Assisting
South Texas Vocational Technical Institute - McAllen
Mcallen, TX12.2009
High School Diploma -
James Pace High School
Brownsville, TX06.2007
Skills
- Performance Evaluations
- Staff Training
- Positive and Constructive Feedback
- Report Preparation and Analysis
- Call Center Operations
- Special Assignments
- Handling Escalations
- Verbal and Written Communication
- Office Management
- Corrective Actions
- Leading Team Meetings
- Continuous Improvements
- Quality Assurance
- Call Monitoring
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor
ACT- Bank Of America
2020.01 - 2022.04
Attendance Clerk
BISD
2019.01 - 2020.12
Customer Service Representative
Maximus
2015.09 - 2018.02
Youth Care Worker - Staff Secure
Southwest Key Program - Nueva Esperanza
2013.05 - 2015.06
Registered Dental Assistant - Medical Coordinator
Brownsville Pediatric Clinic
2010.07 - 2011.11
Teacher's Aide
Skinner Elementary
2007.09 - 2008.01
Associate of Science - Dental Assisting
South Texas Vocational Technical Institute - McAllen
High School Diploma -
James Pace High School
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