Melissa Uribe
Yorba Linda,CA
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
11
11
years of professional experience
Work History
Call Center Supervisor
Crown World Dental Lab
04.2023 - Current
- Hires, manages, develops, reviews, and sets goals for department and staff
- Monitors and tracks queue of inbound calls; informs Call Center team of calls waiting and call abandonment metrics
- Challenges team members in providing exceptional support to both external and internal customers
- Provides leadership, guidance and direction to Customer Experience team members, offering assistance with any need at any time.
- Compiles reports on team’s performance and customer feedback
- Works closely with Customer Experience team to ensure we are meeting required KPIs such as Call Volume, Call Quality, Continuing Education
- Communicates best practices among on-site and external personnel to align efforts and goals.
- Develops training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Offers solutions and suggestions for process and product improvement to management
- Relies on extensive technical knowledge to make decisions and accomplish departmental goals
- Assists customers in problem solving, planning, development and execution of stated goals and objectives
- Ensures customer retention and satisfaction
- Works with customers in escalated call scenarios
- Works within approved department budget and resources.
- Increases efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Enhances team performance with consistent coaching, feedback, and development opportunities.
- Reduces average handle time through the implementation of effective call handling techniques and scripts.
- Creates an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Increases first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Develops and enforced policies and procedures for compliance with company policies.
- Achieves high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintains open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Monitors call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Collaborates with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Minimizes workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Supervises 14 Technical Advisors in providing excellent customer service to callers requiring assistance for Technical issues.
- Exercises leadership capabilities by successfully motivating and inspiring others.
Implant Call Center Team Lead
Glidewell Laboratories
12.2022 - 04.2023
- Fulfilled basic CSR tasks such as answering inbound telephone calls, checking on open and shipped cases, offering information on all products but specialized in Implant Crowns (cementable/screw-retained) and Implant Dentures/Prostheses
- Monitored phone queues of inbound calls to ensure timely assistance to both internal and external customers
- Relied on extensive technical knowledge to end-handle escalated manager calls and provide solutions to ensure customer retention and satisfaction
- Worked closely with technical advisors to provide support in solving customer problems
- Compiled reports on team’s performance and customer feedback
- Offered solutions and suggestions for process and product improvement to management.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Met customer call guidelines for service levels, handle time and productivity.
- Balanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction.
- Collaborated with other departments to ensure seamless coordination of efforts towards shared organizational goals.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Oversaw team of 35 agents focused on escalated manager calls.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and provided backup support for organizational leadership.
- Reduced call wait times through efficient workforce management and proper scheduling of team members' shifts.
Implants Call Center Technical Advisor
Glidewell Laboratories
08.2022 - 12.2022
- Fulfilled basic CSR tasks such as answering inbound telephone calls, checking on open and shipped cases, offering information on all products but specialized in Implant Crowns (cementable/screw-retained) and Implant Dentures/Prostheses
- Assisted customers in treatment planning for dental patients
- Assisted in resolving product technical concerns to ensure customer retention and satisfaction
- Trained new hire Technical Advisors in basic system knowledge/skills
- Maintained a perfect score in monthly Call Quality Assessments
- Served as primary point of contact for triaging technical issues.
- Assessed client needs, devising tailored solutions that aligned with their unique objectives and constraints.
- Reduced downtime and improved productivity with proactive troubleshooting and timely resolution of technical issues.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Played an instrumental role in the successful completion of critical projects, consistently meeting deadlines while adhering to budgetary restrictions.
- Served as a key liaison between clients and internal teams, facilitating clear communication on project requirements and deliverables.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
- Worked flexible hours across weekend and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Skilled at working independently and collaboratively in a team environment.
- Resolved problems, improved operations and provided exceptional service.
- Developed and maintained courteous and effective working relationships.
- Gained extensive knowledge in data entry, analysis and reporting.
Removables Call Center Technical Advisor
Glidewell Laboratories
03.2020 - 08.2022
- Fulfilled basic CSR tasks such as answering inbound telephone calls, checking on open and shipped cases, offering information on all products but specialized in Dentures, Flexible and Metal Partials and Crown Combination cases
- Assisted customers in treatment planning for dental patients
- Assisted in resolving product technical concerns to ensure customer retention and satisfaction
- Trained new hire Technical Advisors in basic system knowledge/skills
- Maintained a perfect score in monthly Call Quality Assessments
- Assessed client needs, devising tailored solutions that aligned with their unique objectives and constraints.
- Served as a key liaison between clients and internal teams, facilitating clear communication on project requirements and deliverables.
- Reduced downtime and improved productivity with proactive troubleshooting and timely resolution of technical issues.
- Played an instrumental role in the successful completion of critical projects, consistently meeting deadlines while adhering to budgetary restrictions.
- Worked flexible hours across weekend and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated leadership skills in managing projects from concept to completion.
Customer Service Representative
Glidewell Laboratories
07.2018 - 03.2020
- Answered a high volume of calls per day (approx 180 calls),
- Provided technical information regarding all products/services offered in lab
- Streamlined call center processes for improved efficiency and reduced wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Updated account information to maintain customer records.
- Maintained up-to-date knowledge of product and service changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained a perfect score in monthly Call Quality Assessments
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Proven ability to learn quickly and adapt to new situations.
Medical Assistant
Orange County Foot & Ankle Group
02.2013 - 07.2018
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic's commitment to quality care.
- Collected and documented patient medical information such as blood pressure and weight.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Taught patients about medications, procedures, and care plan instructions.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed medical records management, including filing, organizing and scanning documents.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Verified patient insurance coverage and collected required co-payments.
- Called and faxed pharmacies to submit prescriptions and refills.
- Obtained client medical history, medication information, symptoms, and allergies.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Cultivated interpersonal skills by building positive relationships with others.
- Paid attention to detail while completing assignments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Facilitated timely renewals of ongoing authorizations by closely monitoring expiration dates and initiating renewal processes proactively.
- Prepared documents and correspondence such as damage claims, credit and billing inquiries and service complaints.
- Improved patient care by efficiently coordinating authorizations for medical procedures and treatment plans.
- Collaborated with multidisciplinary teams to ensure timely submission of documentation required for insurance approval.
- Acted as a resource for clinical staff, providing guidance on insurance requirements and authorization protocols.
- Maintained files and controlled records to show correspondence activities.
- Assisted with financial counseling for uninsured or underinsured patients, connecting them with resources for affordable care options when necessary.
- Reviewed documentation for accuracy and assessment of necessity.
- Communicated with executives about consistent customer issues.
- Stayed informed about regulatory changes relevant to the healthcare industry, ensuring compliance in all authorization activities.
- Coordinated seamless transitions of care for patients requiring referrals to specialty services, facilitating smooth handoffs between providers.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Submitted for prior authorization with required documentation to appropriate funding source.
- Calculated estimated copay based on current insurance benefits.
- Conducted thorough reviews of medical records to identify and address potential issues affecting authorization approvals.
- Reduced errors in documentation submissions by performing meticulous quality checks before forwarding them to insurance companies.
- Streamlined authorization processes by implementing a centralized tracking system for pending and approved requests.
Education
Certified Medical Assistant -
Concorde Career College
Garden Grove, CA11.2012
High School Diploma -
La Quinta High School
Garden Grove, CA06.2010
Skills
- Advanced in Microsoft Word, Excel, PowerPoint
- Strong phone etiquette — highly experienced and comfortable in high call volume settings
- Staffing and scheduling
- Call Monitoring
- Performance Evaluation
- Excellent clerical and computer skills – able to keyboard 75wpm
- Knowledgeable with HIPAA & OSHA regulations/guidelines
- Familiar with Medical Office Laws and Statutes of Limitations
- Training Management
- Technical Support
- Quality Assurance
- Personnel Management
- Coaching and Mentoring
- Customer Retention
- Familiar and Knowledgeable in Medical and Dental Terminology
Languages
Spanish
Native or Bilingual
Timeline
Call Center Supervisor
Crown World Dental Lab
04.2023 - Current
Implant Call Center Team Lead
Glidewell Laboratories
12.2022 - 04.2023
Implants Call Center Technical Advisor
Glidewell Laboratories
08.2022 - 12.2022
Removables Call Center Technical Advisor
Glidewell Laboratories
03.2020 - 08.2022
Customer Service Representative
Glidewell Laboratories
07.2018 - 03.2020
Medical Assistant
Orange County Foot & Ankle Group
02.2013 - 07.2018
Certified Medical Assistant -
Concorde Career College
High School Diploma -
La Quinta High School
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