Melissa Tallent
Vale,NC
Summary
Dedicated customer care specialist skilled in complaint resolution, effective communication, and maintaining customer satisfaction. Committed to delivering high-quality service and ensuring timely follow-ups to enhance customer relationships. Detail-oriented customer care professional with experience in customer support and complaint resolution. Strengths include effective communication, time management, and attention to detail, contributing to improved customer satisfaction and streamlined service processes. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
11
11
years of professional experience
Work History
Customer Care Specialist I
Cox Automotive
Cherryville, North Carolina
09.2025 - Current
- Provided support in resolving customer complaints through effective communication.
- Processed customer orders and ensured accurate entry into the system.
- Conducted follow-ups with customers to ensure satisfaction and gather feedback.
- Documented customer interactions in the CRM system for future reference.
- Educated customers on product features and benefits during calls or chats.
- Created detailed documentation of all customer interactions.
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Entered customer information into the database for tracking purposes.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
Insurance Specialist
Cherryville Eyecare
Cherryville, North Carolina
12.2017 - 09.2025
- Process insurance claims for patient services and procedures.
- Verify patient information and coverage details for accuracy.
- Communicate with insurance providers regarding claim status and inquiries.
- Educate patients on insurance benefits and policy options available.
- Maintain accurate records of claims submissions and rejections.
- Generated and issued invoices using advanced accounting software.
- Managed collection efforts for overdue accounts through effective communication.
- Prepared weekly AR aging report for review by accounting manager.
Optical Assistant
Cherryville Eyecare
Cherryville, North Carolina
12.2017 - 09.2025
- Assembled and calibrated optical instruments for precise measurements.
- Diagnosed and repaired optical devices, enhancing functionality and reliability.
- Assisted customers in selecting appropriate optical products based on needs.
- Maintained accurate records of repairs, calibrations, and inventory levels.
- Ordered stock from suppliers when necessary to fulfill customer orders.
- Improved fit of patients' glasses and completed basic repairs covered by office warranty.
- Resolved customer complaints regarding product quality or service issues promptly.
- Completed administrative tasks related to record keeping and documentation.
- Read new patient glasses prescriptions with lensometer and noted results for treating physician.
- Assisted optometrists in fitting contact lenses on patients' eyes.
- Repaired eyeglasses frames by soldering broken joints or replacing missing screws.
- Maintained inventory records of raw materials and finished products.
- Facilitated optimal professionals care by exploring past histories, systemic illnesses, and current medications with patients.
- Maintained a clean work environment in accordance with safety regulations.
Front Desk Receptionist
Cherryville Eyecare
Cherryville, North Carolina
12.2017 - 09.2025
- Greeted patients warmly and ensured a welcoming atmosphere at Cherryville Eyecare.
- Managed appointment scheduling efficiently using practice management software.
- Answered phone calls promptly and addressed patient inquiries professionally.
- Collected patient information and verified insurance details accurately.
- Assisted with administrative tasks, including filing and data entry.
- Maintained cleanliness and organization of the reception area consistently.
- Provided information on services offered and educated patients on eye care options.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Performed data entry into Compulink computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted with scheduling appointments for clients/patients.
Optometric Technician
Cherryville Eyecare
Cherryville, North Carolina
12.2017 - 09.2025
- Assisted patients with eye exams and prepared examination rooms.
- Operated and maintained diagnostic equipment for vision assessments.
- Explained procedures and answered patient questions about eye care.
- Managed patient records and scheduled appointments efficiently.
- Conducted preliminary tests including visual acuity and intraocular pressure checks.
- Educated patients on eyewear options and proper contact lens care.
- Supported optometrists during examinations and treatments with precision.
- Ensured compliance with health regulations and maintained a clean workspace.
- Scheduled appointments for patients according to their needs and preferences.
- Answered phone calls from customers inquiring about services offered by the practice.
- Checked patient records for accuracy and updated them when necessary.
- Maintained a clean work environment by sterilizing instruments after each use.
- Assisted optometrist with more complex procedures, such as glaucoma testing and retinal imaging.
- Assisted with visual field testing, ocular photography, optical coherence tomography and pre-exam data collection.
- Instructed patients on how to properly use contact lenses or eyeglasses.
- Performed preliminary eye exams, including visual acuity tests and color vision tests.
- Ordered supplies from vendors, ensuring that the practice had adequate stock at all times.
- Filed paperwork in accordance with HIPAA regulations and office protocols.
- Verified prescriptions written by doctors prior to filling orders.
- Assisted in minor surgical procedures such as corneal foreign body removal.
- Assisted in the adaptation of eyewear, making adjustments for fit and comfort.
- Scheduled patient appointments, maximizing clinic efficiency and improving patient satisfaction.
- Trained new staff on optometric testing procedures and clinic protocols.
- Coordinated referrals to ophthalmologists for patients requiring further medical treatment.
- Provided visual field testing to evaluate peripheral vision and detect abnormalities.
Front Desk Receptionist
Gaston College
Dallas, North Carolina
05.2015 - 12.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of students and staff promptly and efficiently.
- Managing multi-line phone system and routing calls efficiently.
- Handling incoming and outgoing mail and packages promptly.
- Maintaining organized front desk area for a professional appearance.
- Assisting with administrative tasks such as filing and data entry.
- Performed clerical duties such as typing letters, faxing documents, photocopying materials and filing documents.
- Performed basic clerical duties such as typing letters, memos, and minutes, preparing reports or organizing files upon request from senior staff members.
Education
Associate of Applied Science -
Gaston College
Dallas, North Carolina, NC05-2017
Associate of Applied Science - Office Administration
Gaston College
Dallas, North Carolina, NC05-2017
High School Diploma -
Hunter Huss High School
Gastonia, NC06-1997
Skills
- Customer support
- Complaint resolution
- Appointment scheduling
- Data entry accuracy
- Effective communication
- Time management
- Team collaboration
- Attention to detail
- Customer service excellence
- Inbound customer service
- Empathy and patience
- Issue follow up
- Email communication
- Customer service
- Phone etiquette
- Multitasking and organization
- Email correspondence
- Call center experience
- Call handling
- Customer relations
- Remote office availability
Timeline
Customer Care Specialist I
Cox Automotive
09.2025 - Current
Insurance Specialist
Cherryville Eyecare
12.2017 - 09.2025
Optical Assistant
Cherryville Eyecare
12.2017 - 09.2025
Front Desk Receptionist
Cherryville Eyecare
12.2017 - 09.2025
Optometric Technician
Cherryville Eyecare
12.2017 - 09.2025
Front Desk Receptionist
Gaston College
05.2015 - 12.2017
Associate of Applied Science -
Gaston College
Associate of Applied Science - Office Administration
Gaston College
High School Diploma -
Hunter Huss High School