MELISSA Vilares
Lakeland,FL
Summary
Six years of progressive experience in health and medical field. Knowledge, skills, and abilities include coordinating interpersonal skills, communications skills, problem solving skills, and customer-driven focus.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
United Concordia
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Ophthalmic Technicians
STROUDSBURG EYE SPECIALIST
01.2020 - 08.2022
- Responsible for preparing the patient for the physician to exam, by measuring vision, examining the anterior portion of the eye, instilling eye drops, dilating their pupils and measuring pressure, etc
- Providing assistance with obtaining health histories from patients
- Ability to work during times of unusually high volume and unusual need of workload demand
- Maintains safe, secure, and healthy work environment by establishing and following standards and procedures
- Responsible for patient work-ups, patient customer service, ophthalmic testing (including manifest refractions)
- Keeps supplies ready by inventorying stock by placing orders and verifying receipt
- Maintains and enhances our customer experience and customer satisfaction through effective communication and respect for the individual
- Adhere to HIPAA and all other compliance guidelines
- Ability to work efficiently in a fast paced environment
Ophthalmic Technicians
POCONO EYE ASSOCIATION
01.2015 - 01.2020
- Responsible for preparing the patient for the physician to exam, by measuring vision, examining the anterior portion of the eye, instilling eye drops, dilating their pupils and measuring pressure, etc
- Providing assistance with obtaining health histories from patients
- Ability to work during times of unusually high volume and unusual need of workload demand
- Maintains safe, secure, and healthy work environment by establishing and following standards and procedures
- Responsible for patient work-ups, patient customer service, ophthalmic testing (including manifest refractions)
- Keeps supplies ready by inventorying stock by placing orders and verifying receipt
- Maintains and enhances our customer experience and customer satisfaction through effective communication and respect for the individual
- Adhere to HIPAA and all other compliance guidelines
- Ability to work efficiently in a fast paced environment
Personal Care Assistant
GETZ PERSONAL HOME CARE
01.2013 - 01.2015
- Adheres to Agency policies and procedures
- Provided assistance with: bathing, dressing, grooming, nail or skin care, back care, foot care, shampoo, oral hygiene, ambulation, transfers, range of motion exercise, safe use of equipment and assistive devices (wheel chair, walker, crutches, cane), change of position, with toileting, commode, incontinent care, meal planning, preparation, and assistance with feeding
- Maintain accurate documentation regarding progress notes, timesheets, and other required documentation
- Performed homemaking activities which include (but are not limited to): vacuuming, dusting, sweeping or mopping floors, doing dishes, changing bed linens, doing laundry and cleaning bathrooms
- Provides companionship for the client including accompanying client on walks, trips to social activities and assistance with hobbies
Sales Associate
WALMART SUPPLY CHAIN
01.2012 - 01.2013
Sales Associate
AHARTS
01.2011 - 01.2012
Personal Care Assistant
REDCO
01.2010 - 01.2011
Education
Nursing -
LEHIGH CARBON COMMUNITY COLLEGE
01.2009
High School Diploma -
POCONO MOUNTAIN EAST HIGH SCHOOL
06.2006
Skills
- Standard Operating Procedures (SOP)
- Customer Service
- Resident Care
- Organizational Skills
- Attention to Details
- Problem Solving
- Fast learner
- Ability to Multi-task
- Work well Under Pressure
- Proficient in RDS, Workflow, Dr First, MDI systems
- Microsoft Office (Windows 00/07/XP)
- Word
- Excel
- Internet applications
Education Certification Technology
- LEHIGH CARBON COMMUNITY COLLEGE, Nursing, 01/01/08, 12/31/09
- POCONO MOUNTAIN EAST HIGH SCHOOL, High School Diploma, 01/01/06, 06/30/06
- CPR Certification, First Aid, POCONO Eye Association
- CPR Certification, First Aid, GETZ Personal Care Home
- Proficient in RDS, Workflow, Dr. First, MDI systems., Microsoft Office (Windows 00/07/XP), Word, Excel, Internet applications.
Timeline
Customer Service Representative
United Concordia
09.2022 - Current
Ophthalmic Technicians
STROUDSBURG EYE SPECIALIST
01.2020 - 08.2022
Ophthalmic Technicians
POCONO EYE ASSOCIATION
01.2015 - 01.2020
Personal Care Assistant
GETZ PERSONAL HOME CARE
01.2013 - 01.2015
Sales Associate
WALMART SUPPLY CHAIN
01.2012 - 01.2013
Sales Associate
AHARTS
01.2011 - 01.2012
Personal Care Assistant
REDCO
01.2010 - 01.2011
Nursing -
LEHIGH CARBON COMMUNITY COLLEGE
High School Diploma -
POCONO MOUNTAIN EAST HIGH SCHOOL
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