Melody Brown
Los Angeles,CA
Summary
Dynamic Customer Support and Customer Success professional with over 10 years of experience in diverse sectors, including SaaS, healthcare, recruiting, and high-volume contact centers. Achieved 100% Quality Assurance (QA) scores, demonstrating a commitment to accuracy, compliance, empathy, and professionalism. Expertise includes chat, phone, and email support, as well as CRM documentation and effective issue resolution strategies that enhance customer retention. Proven ability to manage sensitive information and navigate complex systems while delivering exceptional customer experiences in both regulated and fast-paced environments.
Overview
10
10
years of professional experience
Work History
Call Center & Chat Support Agent (Healthcare / Dental)
Qualfon
06.2024 - Current
- Handle a high volume of inbound calls and live chats while consistently earning 100% QA scores across evaluations.
- Provide accurate, compliant, and empathetic support in a regulated healthcare environment.
- Resolve member inquiries, explain benefits, schedule services, and ensure first-contact resolution when possible.
- Document all interactions thoroughly in CRM systems, maintaining data integrity and continuity of service.
- Recognized for professionalism, attention to detail, and strong communication skills under strict performance metrics.
Travel Healthcare Recruiter
Stability Healthcare
11.2021 - 08.2023
- Recruited and supported healthcare professionals nationwide through high-touch, relationship-driven communication.
- Managed candidate pipelines, outreach, interviews, and placements using CRM and tracking systems.
- Matched clinicians with assignments aligned with both career goals and client needs.
- Maintained consistent communication across phone, email, and messaging platforms in a fast-paced environment.
Customer Success Manager (SaaS)
Futuredontics
10.2015 - 03.2021
- Managed a portfolio of 250+ B2B SaaS clients, driving adoption, retention, and satisfaction.
- Led onboarding, training, and ongoing support to ensure successful client implementation.
- Used Salesforce CRM to track customer health, renewals, usage trends, and expansion opportunities.
- Partnered cross-functionally to resolve escalations and improve customer experience.
- Implemented retention strategies that reduced churn and increased contract renewals.
Education
Bachelor of Arts - Psychology
National University
La Jolla, CA07.2028
Skills
- Customer support expertise
- Customer support via chat and phone
- Quality Assurance Excellence
- CRM Documentation & Case Management
- Healthcare & Compliance Support
- Customer Success & Retention
- SaaS customer relations
- Conflict Resolution & De-escalation
- Empathetic Communication
- Adherence to procedures and detail
- CRM software
- Live chat support
ADDITIONAL STRENGTHS
- Proven reliability and consistency in QA-driven environments
- Strong written and verbal communication
- Comfortable handling sensitive and confidential information
- Adaptable across healthcare, tech, and customer-facing roles
Languages
English
Native or Bilingual
Timeline
Call Center & Chat Support Agent (Healthcare / Dental)
Qualfon
06.2024 - Current
Travel Healthcare Recruiter
Stability Healthcare
11.2021 - 08.2023
Customer Success Manager (SaaS)
Futuredontics
10.2015 - 03.2021
Bachelor of Arts - Psychology
National University