MELISSA WASHINGTON
Pittsburgh,PA
Summary
Dynamic Customer Service Manager with extensive experience in auditing, training, and operations management across diverse industries. Proven expertise in leading teams, implementing quality assurance measures, and optimizing customer service processes. Recognized for consistently enhancing performance metrics, delivering high-quality service, and driving operational improvements.
Overview
28
28
years of professional experience
Work History
Customer Service Operations Manager
Databanque
01.2022 - Current
- Leadership: Managed a team of 50+ agents, achieving a 25% reduction in response times
- Training: Developed and executed training programs, improving customer satisfaction scores by 15%
- Process Improvement: Streamlined service procedures to enhance overall operational efficiency
Customer Service Agent
Databanque
03.2019 - 12.2021
- Customer Service: Provided top-tier support with a 98% satisfaction rate
- Mentorship: Guided and trained new hires, fostering team cohesion and improving issue resolution efficiency by 20%
Senior Operations Trainer (Certified Senior Trainer)
United Health Group
11.2015 - 09.2018
- Training Excellence: Facilitated training for call center agents, enhancing performance metrics by 20%
- Curriculum Development: Collaborated on creating training modules that reduced onboarding time by 30%
Quality Audit Specialist
United Health Care
05.2008 - 11.2015
- Auditing: Conducted quality audits on recorded calls, identifying opportunities for improvement and reducing call handling time by 25%
- Training: Provided coaching and training based on audit findings to improve team performance
Quality Assurance Representative
Gateway Health Plan
11.1998 - 12.2004
- Auditing and Monitoring: Evaluated live and recorded calls to ensure adherence to quality standards
- Training: Delivered training on policies and procedures, contributing to a 96% member satisfaction rate
Member Services Representative
Gateway Health Plan
03.1997 - 10.1998
- Customer Service: Managed inbound calls, supported new representative training, and ensured accurate information delivery
Education
High School Diploma -
Keyser High School
The Art Institute of Pittsburgh - Fashion Merchandising
The Art Institute of Pittsburgh
Skills
- Leadership and Team Management
- Training and Development
- Quality Assurance and Auditing
- Customer Service Excellence
- Process Improvement
- Effective Communication
Affiliations
- Member, Customer Service Professionals Network
- Certified Senior Trainer, United Health Group
Connectwithme
melissa.marie070@gmail.com, (412) 216-7061
Timeline
Customer Service Operations Manager
Databanque
01.2022 - Current
Customer Service Agent
Databanque
03.2019 - 12.2021
Senior Operations Trainer (Certified Senior Trainer)
United Health Group
11.2015 - 09.2018
Quality Audit Specialist
United Health Care
05.2008 - 11.2015
Quality Assurance Representative
Gateway Health Plan
11.1998 - 12.2004
Member Services Representative
Gateway Health Plan
03.1997 - 10.1998
The Art Institute of Pittsburgh - Fashion Merchandising
The Art Institute of Pittsburgh
High School Diploma -
Keyser High School
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