Melissa Stephens
Maryville,TN
Summary
Accomplished Customer Experience Advocate with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
15
15
years of professional experience
Work History
Customer Experience Advocate
Radio Systems Corporation
06.2021 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Developed customized reports, summarizing and presenting data in visually appealing format.
Claims Analyst
Accenture
06.2019 - 05.2020
- Processed medical claims per the state guidelines.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
Veterinary Technician
Big Springs Veterinary Hospital
10.2018 - 04.2019
- Caring for animals in the treatment of medical conditions including IV treatments, assisting in surgical procedures, and physical examinations
- Wound care, laser treatment, collecting samples, performing laboratory testing, administering and filling medications, and taking diagnostic imaging
- Updating patient medical records and educating owners on treatment plans.
Veterinary Technician
Mountain Highway Veterinary Clinic
05.2017 - 10.2018
- Caring for animals in treatment of medical conditions including IV treatments, assisting in surgical procedures, and physical examinations
- Would care, performing laboratory testing, administering and filling medications, taking and developing x-ray imaging
- Keeping medical records up to date, owner education, inventory.
Office Manager
Blount Memorial Hospital
12.2008 - 05.2015
- Responsible for customer service, appointment scheduling, billing services, and collection
- Created, maintained and updated filing systems for paper and electronic documents.
- Insurance verification and prior authorizations
- Maintained HIPPA patient confidentiality standards at all times.
- Coached new hires on company processes while managing employees to achieve maximum production.
Education
No Degree - General Studies
Pellissippi State Community College
Knoxville, TNNo Degree - Veterinary Technology
San Juan College
Farmington, NMSkills
- Communication and conflict resolution
- Microsoft Office
- Customer service
- Inventory Management
- Time Management
- Data Entry Software
- Process Optimization
- Trained in Salesforce
Timeline
Customer Experience Advocate
Radio Systems Corporation
06.2021 - Current
Claims Analyst
Accenture
06.2019 - 05.2020
Veterinary Technician
Big Springs Veterinary Hospital
10.2018 - 04.2019
Veterinary Technician
Mountain Highway Veterinary Clinic
05.2017 - 10.2018
Office Manager
Blount Memorial Hospital
12.2008 - 05.2015
No Degree - General Studies
Pellissippi State Community College
No Degree - Veterinary Technology
San Juan College