MELISSIA SINGLETARY
Customer Service
Trenton,NJ
Summary
Demonstrated strong expertise in long-term care support, call center operations, and complex case handling, recognized for delivering exceptional service and collaborating with cross-functional teams to optimize outcomes.
Overview
20
20
years of professional experience
Work History
Secretary (Contract)
New Jersey Education Association (NJEA)
01.2025 - 09.2025
- Managed member support operations by maintaining detailed records, organizing case-related documents, and ensuring data accuracy.
- Assisted with internal scheduling and coordinated administrative workflows to support organizational efficiency.
- Executed timely and professional communication with members and internal stakeholders to enhance engagement.
Market Delivery Associate
Lowe’s Distribution Fulfillment Center
01.2023 - 01.2025
- Resolved escalated delivery concerns by coordinating with internal teams to address issues promptly.
- Managed delivery order adjustments, tracked customer cases, and used order management tools for documentation.
- Conducted proactive follow-up with customers to ensure satisfaction and successful resolution.
Customer Service Representative | Patient Advocate | Product Resolution Specialist
Contract Assignments
01.2020 - 01.2023
- Handled high-volume inbound calls related to NJ Family Care enrollment, eligibility, and member assistance.
- Processed grievances, resolved escalated concerns, and accurately documented outcomes using CRM and web-based systems.
- Collaborated with providers, pharmacies, and patients to obtain required information and ensure compliance with program guidelines.
- Explained coverage determinations, program requirements, and assistance options to members and caregivers.
Customer Relationship Representative
Law School Admission Council (LSAC)
01.2009 - 01.2020
- Provided phone and email support for registration issues, service escalations, and account inquiries.
- Documented customer insights, identified trends, and recommended improvements to enhance training and service delivery.
- Trained and mentored new team members to strengthen team performance and consistency.
Education
High School Diploma - undefined
06.2001
Skills
- Achieved seamless customer and member support by effectively managing escalations and coverage determinations
- Enhanced patient and member advocacy, resulting in improved healthcare and behavioral health outcomes
- Streamlined claims and pharmacy coordination, leading to increased operational efficiency
- Resolved complaints promptly, utilizing CRM platforms and call center systems
- Optimized data entry and order management through proficient use of Microsoft Dynamics, Salesforce, and SAP
- Identified and addressed root causes, driving significant process improvements
- Maintained high documentation accuracy while excelling in multitasking and time management
- Applied critical thinking to deliver flexible solutions in dynamic environments
- Fostered empathy in all professional interactions
- Demonstrated proficiency in Microsoft Office, including Word, Excel, and Outlook
Timeline
Secretary (Contract)
New Jersey Education Association (NJEA)
01.2025 - 09.2025
Market Delivery Associate
Lowe’s Distribution Fulfillment Center
01.2023 - 01.2025
Customer Service Representative | Patient Advocate | Product Resolution Specialist
Contract Assignments
01.2020 - 01.2023
Customer Relationship Representative
Law School Admission Council (LSAC)
01.2009 - 01.2020