Melody Kelly
Hudson,Florida
Summary
Personable and organized, with knack for managing schedules efficiently and ensuring smooth operations. Possesses strong communication skills and proficiency in using scheduling software and office applications. Dedicated to enhancing operational effectiveness and client satisfaction through meticulous attention to detail and proactive problem-solving.
Overview
3
3
years of professional experience
Work History
Appointment Scheduler
Atento
11.2021 - 08.2023
- Managed high-volume inbound and outbound calls to schedule COVID-19 vaccination appointments efficiently.
- Provided accurate information on vaccine availability, eligibility requirements, and scheduling procedures.
- Assisted patients in navigating online scheduling systems and resolving appointment-related concerns.
- Maintained strict confidentiality in compliance with HIPAA and company policies.
- Delivered exceptional customer service, addressing inquiries with professionalism and empathy.
Customer Service Representative
Maximus
04.2021 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
TTEC
08.2020 - 02.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Documented and detailed calls and complaints using call center's CRM database.
Skills
- Meeting deadlines
- Remote work capabilities
- Accuracy and precision
- CRM software
- Active listening
- Customer relations
- Relationship building
- Call center experience
- Customer satisfaction measurement
- Professional telephone demeanor
Timeline
Appointment Scheduler
Atento
11.2021 - 08.2023
Customer Service Representative
Maximus
04.2021 - 07.2021
Customer Service Representative
TTEC
08.2020 - 02.2021
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