Melissa Viera

• Completed a structure leadership program focused on building core competencies through self-paced coursework, peer collaboration, mentoring and executive exposure.
• Developed unique skills by participating in job shadowing, rotation assignments and mentoring relationships that deepened my leadership readiness, als provided Mentorship
• Selected to participate in STEP Program, designed to develop emerging leaders trough rotational projects, executive engagement and professional growth
• Developed leadership skills through hands-on experiences and mentorship.
• Completed Harvard Mentor courses on Email Etiquette, Decision making, Business Acumen, Leadership, Project Management, Finance Essentials, Coaching, Team
  Management, Presentation Skills, Stress Management, Persuading Others, Developing Employees, Decision Makin Performance Appraisal, Writing, Coaching, Stress Management, Feedback Essentials, Presentation, Time Managem Leading People, Business Acumen, Agile and Writing Skills
• STEP Level Ill Communications Project: Managed creative editing and coordinated Communications publication for Level Ill via teams and email
• Global Projects: Collaborate effectively and contributed to a global initiative aimed at Key learnings and favorite activities from each Level HIll during STEP led and contributed to cross functional group activities and global project work, enhancing my ability to drive initiatives across teams and time zones
• A chat with the STEPPERS Social Learning topic; serve as a Presentation panelist for the STEPPERS to foster social learning, share leadership insights and support peer development
• Partnered with Diversity Networks to support engagement initiatives
• Built strong transferable skills in coaching, feedback delivery, public speaking, and process improvement-preparing for roles of greater responsibility
• Demonstrated strong emotional intelligence by navigating difficult peer conversations, providing feedback and fostering accountability across the team
• Analytical and decision-making experience

• Review Manual Letter Drafts Settlement Offer Letter and DC Payment Arrangement Letter) that were created by the Team Lead Processor to verify accuracy
• Sharepoint and Power App usage
• Document DM10/Usage of Fiserv Vision plus/ FDR/Sharepoint/Allegro/Content Navigator/Statements Reprint
• Validate accuracy before sending letter to the Customer to stay within compliance and sent within SLA timeframe
• Review all completed Request that have not been previously reviewed, uploaded and printed on the IHRC Workflow.
• Correct any opportunities if found on the letter that was process by the Team Lead
• Track and document any opportunities that were observed by the processor in the HRC Team Lead Letter Review Workflow.
• Track Letters that were triggered by the agent which was requested by the customer.
• Strong Communication skills with the ability to interact with all levels of the organization
• Excellent time management with ability to manage multiple competing initiatives and deliver results within deadlines with accuracy and attention to detail.
• Positive mindset under tight timelines and critical deliverables
• Experience in process improvement
• Proven ability to perform work independently
• Desire to learn new elements of data preparation
• Experience in setting up new reporting procedures and processes
• Working experience in reporting processes
• Relate And Inspire
• Lead a team of 30+ agents providing coaching, performance feedback and support to ensure high productivity, engagement and alignment with business objectives
• Collaborate with the larger teams and process owners on the business processes.
• Able to work with minimal direction and take complete ownership but seeks input when appropriate
• Maintain and track workflow closures which were assigned
• Document and maintain issue tracker. Ensure communication of RCA's
• Champion Customers
• Work Closely with Surveillance
• Maintain quality of output in Operations reporting and by ensuring accuracy & timely delivery of reports and projects
• Production of reports as per the frequency without any misses
• Document and maintain SOPs for Operations reporting Processes and update Job Aides
• Perform other duties and special projects as assigned
• Proven track record of growth strategies with measurables outcomes.
• 4+ years delivering formal communications to senior leaders
• Experience in managing large scale cross functional initiatives in matrixed
• Able to influence at all levels
• Experience with Microsoft Suite, including Teams, Word, Excel, PowerPoint, and Outlook or comparable software applications

• Proven track record of growth strategies with measurables outcomes.
• 4+ years delivering formal communications to senior leaders
• Usage of Fiserv Vision plus/ FDR/Sharepoint/DM10/Usage of Fiserv Vision/Allegro/Content Navigator/Statements Reprint
• Experience in managing large scale cross functional initiatives in matrixed
• Able to influence at all levels
• Lead a team of 30+ agents providing coaching, performance feedback and support to ensure high productivity, engagement and alignment with business objectives
• Manage daily collector operations with blended inbound and outbound call volume
• Motivate team to achieve standard metrics, including but not limited to: full balance collected, contact per hour, dollars collected, speed-pay rate and quality metrics
• Partner with Recovery Operations leadership to assist with a support team's daily processing goals, queue inventory, productivity and provide feedback when necessary
• Additional call monitoring and support on new hires
• Maintain and update IHRC department process documentation and training manual as needed and ensure consistent understanding across users
• Handle escalated calls and ensure urgent request are processed within SLA
• Coach and develop collectors to improve performance and meet compliance goals
• Manage various projects as assigned
• Ensure compliance guidelines are met with both internal policies and procedures and contractual commitments
• Participate in process improvement, simplification and strategic planning efforts
• Recognize and reward associates on a regular basis
• Experience with Microsoft Suite, including Teams, Word, Excel, PowerPoint, and Outlook or comparable software applications.
• Presented Upkills/Refreshers to 70+agents including HKC

• Assist with communications, e-mails, etc. to the class.
• Assist agents during training with procedural questions and practices.
• Reinforce skills taught while in training
• Provided scenarios that agents will encounter after training
• Partner with the Learning Specialist to identify training gaps or changes in policies/procedures in the department.
• Identify topics or materials that may require documentation or updating in our training material.
• Assist with the role play and mock calls processes
• Floor walk and answer questions for associates during the bridge and nesting period
• Assist the Talent Development team and Learning Solution team in updating IRU centricals

*Handle out-bound and in-bound calls, set up payment arrangements, counsel the cardholders on their financial situation and use my customer service skills and influence skills to figure out why a payment is late and hot to fix the situation.

• Collect on past due accounts to bring them up to date.
• Set up payment arrangements to bring past due accounts current.
• Educate customers and handle general customer inquires

*Read and interpret data to apply process steps that meet complilace requirements

• Use training and online tools to complete tasks
• Usage applications (i.e. Genius/FDR/Workstation Fisery Vision plus/Sharepoint/DM10
• Assist new hires with floor waking coverage

• Maintain and protect all patient electronic medical records at a medical facility.
• Also ensure that all medical information is complete, accurate, and restricted for access only to appropriate medical personnel
• Fax and mail records
• Fax invoices
• Monitor and manage accounts and billing, and following up with any customer or supplier with outstanding payments
• Contacting clients for payment resolution
• Negotiating payment arrangements
• Recording and reconciling payments
• Resolving payment discrepancies
• Maintaining billing accounts and records.

• Assist the eye doctor in providing care to patients.
• Taking patient medical histories.
• Performing basic eye exams and tests.
• Answering questions about medications, eyeglasses, and contact lenses.
• Check in and out
• Bill Vision Insurance
• Collect copays Dispense rx glasses and non Rx

• Answer calls to schedule appointments
• Collect insurance information
• Collect Copays
• Follow up with cancel appointments
• Check in and out patients
• Verify insurance
• Supervise front desk team members to ensure efficient and smooth operations for producing excellent feedback and patients satisfaction.
• Coordinate and manage the activities of front office team members engaged in checking in patients and performing general administrative tasks as directed by the Care Center Leader.

• Answer calls regarding claims on product
• Check eligibility to mail a gift card or exchange with same product
• Collect correct information to continue claims

• Handling emergency services alarms for residential and commercial
• Determining nature of emergency, forwarding the request to suitable services, providing instructions to caller.
• Participation in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.