Michelle Mendez
Maitland,FL
Summary
Driven Senior Service Analyst with a proven track record at Campus Tours International, adept in Business Analysis and exceptional at Stakeholder Management. Spearheaded initiatives that enhanced service quality and efficiency, mentoring teams towards excellence and fostering cross-functional collaboration. Excelled in creating impactful solutions, demonstrating a keen understanding of contracts and interpersonal communication.
Overview
15
15
years of professional experience
Work History
Senior Service Analyst
Campus Tours International
01.2020 - 07.2024
- Streamlined workflows, resulting in increased efficiency and reduced operating costs by 20 %
- Managed a team of junior analysts, providing guidance and mentorship for their professional growth.
- Evaluated vendor proposals, ensuring alignment with organizational needs and cost-effectiveness in procurement decisions. Leading to a cost reduction of 10%.
- Collaborated with cross-functional teams to develop strategies for improving overall service quality.
- Created custom reports and visualizations to support decision-making processes.
- Managed 30 to 40 incoming faxes per day and request packets per day.
Medical Service Analyst
Nirvana Health Services, Inc
01.2010 - 01.2019
- Participated in regular internal audits as part of ongoing quality assurance initiatives designed to maintain compliance with industry regulations.
- Mentored junior team members of 10 in best practices for effective problem-solving techniques, improving their ability to address client concerns quickly.
- Liaised with external vendors to negotiate favorable contracts and pricing structures, ensuring cost-effective service delivery while maintaining high-quality standards.
- Reduced customer complaints by proactively identifying potential problems and implementing corrective actions.
- Enhanced communication between departments to facilitate seamless service delivery, improving internal workflow and client satisfaction levels.
- Collaborated with cross-functional teams to identify areas for service improvement, implementing changes to exceed client expectations.
- Managed approximately 30 incoming calls, emails, and faxes per day from customers.
Education
Bachelor of Science - Organizational Management
Warner University
Lake WalesSkills
- Business Analysis
- Incident Management
- Resource Planning
- Stakeholder Management
- Microsoft Office, Excel, Outlook, Powerpoint
- Oral and Written Communication
- Time Management
- Interpersonal Skills
Timeline
Senior Service Analyst
Campus Tours International
01.2020 - 07.2024
Medical Service Analyst
Nirvana Health Services, Inc
01.2010 - 01.2019
Bachelor of Science - Organizational Management
Warner University
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