Melody Stroughter
Orlando,FL
Summary
Dedicated Senior Service Advocate with a proven track record of enhancing customer satisfaction and service efficiency. Known for exceptional communication, problem-solving, and leadership skills.
Results-driven professional with over 14 years of experience in customer service. Expertise in mentoring team members and implementing best practices, leading to increased productivity and first-contact resolution rates.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Service Advocate
Aetna/ CVS Health
Jacksonville, FL
10.2011 - Current
- Facilitated resolution of member inquiries, enhancing customer satisfaction and service efficiency.
- Coordinated training sessions for new advocates, improving onboarding processes and knowledge retention.
- Developed and implemented best practices for handling complex member issues, increasing first-contact resolution rates.
- Mentored junior staff on effective communication strategies, fostering a collaborative team environment.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
Driver
Trucking Express, LLC.
Bensalem, PA
03.2018 - 08.2021
- Delivered goods efficiently across designated routes, ensuring timely arrivals and customer satisfaction.
- Maintained compliance with all safety regulations and protocols during transportation activities.
- Conducted routine vehicle inspections to ensure operational readiness and safety standards.
- Communicated effectively with dispatch teams to optimize delivery schedules and address concerns.
- Conducted pre-trip inspections to ensure vehicle safety and compliance with DOT regulations.
- Operated commercial vehicles safely across diverse routes, adhering to all traffic and safety regulations.
- Dropped and hooked trailers and changed configuration of equipment.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Fostered positive working relationships with regular customers.
Education
High School Diploma -
Visions In Education
CarmichaelCertificate of Completion/achievement - Culinary Arts
The Art Institute of California—San Francisco
San Francisco, CA08-2015
Skills
- Client relationship building
- Customer service expertise
- Exceptional communication
- Teamwork and collaboration
- Problem-solving skills
- Calm and professional under pressure
- Issue and complaint resolution
- De-escalation techniques
- Strong leadership
- Professional telephone demeanor
- Policies and procedures adherence
Certification
Superstar for the week for 3 years in a row 2023, 2024, 2025 and a Thank You recognition from the Lead Director for Guiding Our Members to Care! on 2/10/2026.
Timeline
Driver
Trucking Express, LLC.
03.2018 - 08.2021
Senior Service Advocate
Aetna/ CVS Health
10.2011 - Current
High School Diploma -
Visions In Education
Certificate of Completion/achievement - Culinary Arts
The Art Institute of California—San Francisco