Summary
Overview
Work History
Education
Skills
Certification
Volunteer work
Timeline
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Melaine Gaddy

Stafford

Summary

Dedicated and knowledgeable customer service professional with extensive experience in the medical industry. Solid team player with an outgoing and positive demeanor, establishing strong rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization, delivering exceptional results. Articulate and energetic nature, passionate about developing relationships and growing businesses, driving desire to kickstart career in a new opportunity.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Care Coordinator

Optum Serve - Veterans Benefits Administration
Remote
01.2024 - 06.2024
  • Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 80-100
  • Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
  • Directed telephone calls to appropriate parties.
  • Streamlined appointment cancellations and rescheduling, minimizing disruptions to daily operations.

Insurance Customer Service Representative

Blue Shield of CA
Remote
03.2023 - 12.2023
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
  • Assisted customer in navigating company website and placing online orders for HSA, FSA , Flexible spending accounts .
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 80-100 per days
  • Set up customer payment plans to cover annual policies and renewals.
  • Played key role in successful migration of customer data to new database, ensuring no customer information was lost.

Customer Service Representative

Everise
Remote
02.2022 - 02.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 60-80 per day
  • Collaborated with pharmacy team members to address customer concerns or inquiries promptly and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Verified prescription information prior to entry in pharmacy computer system.
  • Established and maintained patient profiles, updating organizational database with current information.

Customer Support Specialist

Afni Inc, Verizon
Remote
01.2021 - 01.2022
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures average handled calls 60-80 per days
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

Customer Support Specialist

VXI
Remote
03.2020 - 12.2021
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Education

High School Diploma -

Westover High School
Fayetteville, NC
05-2019

Skills

  • Care coordination
  • Case management
  • Benefits administration
  • Customer relationship management
  • Appointment scheduling
  • Claims processing
  • Detail orientation

Certification

Six Sigma White Belt Certification

Volunteer work

Coordinated and managed volunteer
activities for community service
projects.

Coordinated with different service
providers to meet clients' individual
needs.


Took active volunteer role in
coordinating with provider to assist
with project management , Scheduling
appointments and sending out intake
form and requesting documents

Timeline

Care Coordinator

Optum Serve - Veterans Benefits Administration
01.2024 - 06.2024

Insurance Customer Service Representative

Blue Shield of CA
03.2023 - 12.2023

Customer Service Representative

Everise
02.2022 - 02.2023

Customer Support Specialist

Afni Inc, Verizon
01.2021 - 01.2022

Customer Support Specialist

VXI
03.2020 - 12.2021

High School Diploma -

Westover High School

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Melaine Gaddy