Melvin Peralta
Laurel,Maryland
Summary
Dedicated Contact Center Professional with a demonstrated history of excellence, consistently securing top-ranking positions and setting company records. Expertise extends to proficiently training and onboarding team members in advanced messaging systems like Hatch and channel automation. Seasoned in effective team leadership, with a proven ability to motivate and guide small teams of 4-7 members. Possesses robust communication skills and a keen focus on optimizing operational efficiency and ensuring customer satisfaction. Poised to transition into a supervisory role as a Contact Center Supervisor, eager to bring extensive experience to amplify team performance and surpass organizational goals.
Overview
5
5
years of professional experience
Work History
Pulse Center Agent
Long Home Products
Savage, United States
06.2022 - Current
- Consistently clinched the top performance spot and set company records twice.
Spearheaded initiatives that shattered performance records, showcasing innovation.
- Key Accomplishments:Demonstrated a commitment to excellence through multiple top-ranking achievements.
Implemented initiatives resulting in record-breaking outcomes.
- Leadership and Team Development:Proficient in coaching and integrating team members into messaging systems like Hatch and channel automation.
Led and inspired teams, ranging from 4 to 7 members, fostering a collaborative environment.
Boasts potent communication abilities with a sharp focus on bolstering operational efficiency and ensuring customer contentment.
- Future Endeavors:Enthusiastically poised to transition into a supervisory capacity as a Contact Center Supervisor.
Eager to leverage an extensive background to amplify team performance and surpass organizational goals.
Administration
Aerotek
Remote
08.2020 - 07.2022
- Responded to up to 80 telephone calls daily, addressing inquiries from clients, vendors, and various callers.
Resolved customer inquiries related to billing issues or payment status.
- Customer Support:Handled a high volume of calls, providing information and resolving issues efficiently.
Addressed customer concerns regarding billing, demonstrating effective problem-solving skills.
- Organizational Skills:Organized and maintained an up-to-date filing system for accounting documents and records.
Ensured accessibility and accuracy of information through efficient filing practices.
.
Commercial Property Vehicle Claims Representative
Aroteck
11.2021 - 06.2022
- Act as the first point of contact for clients filing commercial property vehicle claims, demonstrating proficiency in handling a wide range of inquiries.
- Utilize in-depth knowledge of insurance policies and procedures to assess and process claims efficiently.
- Investigate and gather relevant information on commercial property vehicle incidents, collaborating closely with field assessors and third-party experts.
- Provide clear and detailed explanations of the claims process, coverage, and potential outcomes to clients, ensuring transparency and understanding.
- Liaise with insurance adjusters, legal teams, and other relevant parties to expedite claims resolution.
- Maintain accurate and organized documentation of claim details, ensuring compliance with regulatory requirements.
- Assist clients in navigating the post-claim process, addressing any concerns or questions they may have.
- Collaborate with the Claims Department to identify trends, areas for process improvement, and opportunities to enhance customer satisfaction.
- Participate in ongoing training programs to stay updated on industry regulations, policies, and emerging trends.
Benefit Administration/ Covid-19 CSR
Baltimore city health department
Baltimore, United States
08.2020 - 08.2021
- Answered and made calls to clients, addressing needs, complaints, or issues related to products or services.
Responded efficiently and accurately to callers, explained possible solutions, ensuring clients felt supported and valued.
Distributed COVID results and assisted with COVID concerns.
- Patient Care and Communication:Assessed, organized, and documented patient data to develop appropriate care plans.
Instructed patients and families regarding diagnosis, treatment plans, and preventative care based on individualized health needs.
Interacted with family, physicians, and other disciplines to coordinate patient care effectively.
- Benefits Administration:Directed and planned day-to-day operations of group benefits programs, including group health, short-term and long-term disability, worker's compensation, and COVID-19 problems.
Conducted research on the latest benefit administration strategies and technologies to keep the department up-to-date and competitive in the market.
Assistant Manager
Dunkin' Donuts
Odenton, United States
12.2018 - 11.2019
- Assisted the manager in daily operations, contributing to the overall success of Dunkin' Donuts.
Managed register cash positions and conducted bank deposits, ensuring accurate financial transactions.
Handled truck deliveries, organized product shipments, and maintained optimal inventory levels.
Enforced adherence to company food safety standards among all employees.
Scheduled shifts and efficiently closed out the store at the end of each day.
- Customer Service and Store Management:Implemented and enforced effective customer service policies and procedures to enhance customer satisfaction and loyalty.
Maintained a clean and organized store environment to meet company standards.
Developed and implemented training programs for both new and existing employees, ensuring consistent quality and efficiency in daily operations.
Education
Business Administration -
Anne Arundel Community College
12.2023
Trade School Certification -
Center of Applied Technologies North
06.2020
General Studies -
Meade Senior High School
06.2020
Skills
- Google Workspace (Docs, Sheets, Slides, Drive)
- Google Analytics
- Google Ads
- Google Search Console
- Experienced in Process Improvement
- Quality Assurance
- Team Collaboration
- Customer Relationship Management
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Pulse Center Agent
Long Home Products
06.2022 - Current
Commercial Property Vehicle Claims Representative
Aroteck
11.2021 - 06.2022
Administration
Aerotek
08.2020 - 07.2022
Benefit Administration/ Covid-19 CSR
Baltimore city health department
08.2020 - 08.2021
Assistant Manager
Dunkin' Donuts
12.2018 - 11.2019
Business Administration -
Anne Arundel Community College
Trade School Certification -
Center of Applied Technologies North
General Studies -
Meade Senior High School
References
- Melissa Cuesta, Manager, melissaM.Cuesta@balti morecity.gov, (917) 549-5653
- Michael Nunez, Manager, Michael.nunezlopez@baltimorecity.gov, (503) 840-5532
- Tucker Gibbs, Supervisor, Tgibbs@longhp.com, (336) 987-9186
- Anna Ucheomumu,Supervisor,Aucheomumu,(301) 300-4747