Melody Byington
Thurmont,MD
Summary
Dynamic professional with a strong background in call center operations and training. Skilled in staff motivation, conflict resolution, and effective communication. Proficient in benefit verification, prior authorizations, and medical claims.
Overview
10
10
years of professional experience
Work History
Call Center Supervisor
United Healthcare
03.2016 - 03.2018
- Supervised daily operations, ensuring adherence to quality standards and service level agreements.
- Analyzed call center metrics to identify trends, implement improvements, and enhance overall performance.
- Collaborated with management to streamline workflows, reducing average handling time and increasing efficiency.
- Conducted regular performance evaluations, providing constructive feedback to enhance team productivity and morale.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Supervised 20 call agents in providing excellent customer service to callers requiring assistance for claim and benefit issues.
Call Center Trainer
UnitedHealthcare
03.2014 - 03.2016
- Developed and delivered training modules for new call center representatives.
- Assessed trainee performance and provided constructive feedback to enhance skills.
- Collaborated with management to identify training needs and program improvements.
- Conducted evaluations of training effectiveness, implementing adjustments as necessary.
- Conducted regular assessments and evaluations of trainees to track learning progress and make necessary adjustments.
- Enhanced trainee performance by implementing customized training modules tailored to individual needs.
- Trained and mentored 20 new personnel hired to fulfill various roles.
Call Center Representative
UnitedHealthcare
06.2012 - 06.2014
- Managed high-volume inbound calls, providing accurate information to providers regarding health plans and services.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Collaborated with cross-functional teams to streamline processes and improve customer service delivery.
School-Age Lead Teacher
Lapetite Daycare
01.2008 - 04.2010
- Developed and implemented engaging lesson plans aligned with developmental standards.
- Mentored and trained junior teachers to enhance classroom management skills.
- Fostered positive relationships with parents through regular communication and updates on child progress.
- Assessed individual student needs and adapted activities to support diverse learning styles.
- Maintained a safe, organized classroom environment that promoted exploration and discovery.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Adapted teaching methods based on individual learning styles, leading to better retention of information and higher grades.
- Provided frequent feedback on student progress, enabling targeted support and intervention strategies.
Education
High School Diploma -
Governor Thomas Johnson High School
Frederick, MDSkills
- Call monitoring
- Quality assurance
- Coaching and mentoring
- Staff motivation
- Report writing
- Employee coaching
- Performance management
- Performance evaluation
- Staff management
- Conflict resolution
- Benefit verification
- Prior Authorizations
- Claims
Timeline
Call Center Supervisor
United Healthcare
03.2016 - 03.2018
Call Center Trainer
UnitedHealthcare
03.2014 - 03.2016
Call Center Representative
UnitedHealthcare
06.2012 - 06.2014
School-Age Lead Teacher
Lapetite Daycare
01.2008 - 04.2010
High School Diploma -
Governor Thomas Johnson High School
Awards
Service Hero-Recognition given to individuals that have made significant impact on the quality of healthcare within the company. This is given for going above and beyond, excelling all metric performances, being a team motivator, and having the desire to always be better and grow.
Platinum Provider Rep- Worked exclusively one on one with dedicated top providers of the company to improve better customer service. Became a rep that had the ability to do all work needed without needed to transfer multiple departments.
On The Job Trainer(OJT)- Assisted as a trainers aide in new hire classes. Taught lessons, assisted with questions, tracked performances, and created individual coachings.