Melissa Zanotti
Monroe,MI
Summary
I am dedicated to working hard and learning new things daily as an employee. I want to work as a team and succeed as a team in an inclusive environment. I thrive and do my best in situations where I am surrounded by those who are as reliable and present as I am. I have very good communication skills and have little problem accepting opposing views with an open mind and heart. As a very detail oriented human, I will make sure to consider many angles that other may overlook when it comes to problem solving. I am ready to contribute my best self and attributes to the success of your team and organization.
Overview
4
4
years of professional experience
Work History
Call Center Representative
University Of Michigan Health System
05.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations and effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Adhered to company policies and scripts to as consistently as possible achieve call-time and quality standards.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction as much as possible.
Patient Services Associate
University Of Michigan Health System
09.2021 - 04.2023
- Responsible for scheduling patients for specialized exams that cannot be scheduled by the general call center.
- Auditing scheduled exams to make sure they are scheduled correctly and the patients do not need further attention (x-ray's or clearances) before arriving for their exam.
- Communicating directly with patient in person at times, but mostly by telephone to schedule exams, rescheduled exams that have been scheduled in error by our call center, or relay any important information that patients may need before their exams.
- Covering the front desk to check patients in and out.
- Organizing and maintaining the scheduling process for patients who need exams with general anesthesia
- answering questions about a broad range of topics received from the call center on our direct MRI core line.
Fulfillment Associate
Amazon
03.2020 - 09.2021
- Certified to drive three types of HiLo machinery: Turret, stand-up and Order Picker
- Dock and release certified
- Pallet building, pallet wrapping, and use of pallet jack
- Stowing products
- Unloading and loading trucks
Education
Bachelor of Science - Criminal Justice
Eastern Michigan University
Ypsilanti, MI12.2019
High School Diploma -
Belleville High School
Belleville, MI05.2011
Skills
- Leadership
- Attention to Detail
- Team Player
- Computer Skills
- Goal-Oriented
- Dependable and Reliable
- Customer Service
- Problem-Solving Skills
- Appointment Scheduling
- Complaint Resolution
Timeline
Call Center Representative
University Of Michigan Health System
05.2023 - Current
Patient Services Associate
University Of Michigan Health System
09.2021 - 04.2023
Fulfillment Associate
Amazon
03.2020 - 09.2021
Bachelor of Science - Criminal Justice
Eastern Michigan University
High School Diploma -
Belleville High School
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