Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Melanie Morales

Philadelphia

Summary

Customer-focused professional with 10 years of customer support experience. Excel in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.

Overview

9
9
years of professional experience

Work History

Operations Associate

Intealth
07.2024 - Current
  • Deliver excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensure accurate record-keeping with diligent data entry and database management for vital company information.
  • Adapt quickly to new software systems for efficient data entry and record keeping.
  • Maintain up-to-date knowledge of immigration and graduate medical education policies and procedures, ensuring the delivery of precise information to constituents.

Phone Support Representative

Intealth
02.2024 - 07.2024
  • Managed high-volume call center operations, effectively resolving customer issues and delivering exceptional support.
  • Proactively escalated complex customer inquiries and identified emerging trends, providing timely updates to regional advisors and management.
  • Provided J-1 visa sponsorship information and guidance to a diverse customer base, including non-native English speakers.
  • Enhanced company reputation by providing exceptional customer service and support.

Site Lead

Mobile Health
08.2022 - 02.2024
  • Managed on-site event operations nationwide, optimizing patient workflow and exceeding testing metrics.
  • Facilitated on-site training, fostering effective communication between trainees, subject matter experts, and management.
  • Served as primary on-site client liaison, addressing concerns and escalating issues as needed.
  • Developed effective communication channels between onsite teams and offsite management staff.

Shift Supervisor

The Renegade Winery
01.2020 - 02.2024
  • Managed a team of 15-20 employees to drive sales growth through enhanced customer satisfaction.
  • Oversaw smooth operations while developing and implementing new procedures to enhance efficiency and productivity.
  • Oversaw inventory management, maintaining accurate records and a clean, safe work environment.
  • Responded to and resolved customer questions and concerns.

Resident Advisor

East Stroudsburg University
08.2016 - 05.2018
  • Provided comprehensive support to residents, addressing academic, personal, and social needs.
  • Cultivated a safe and inclusive community by enforcing residence hall policies, resolving conflicts, and fostering a positive living environment.
  • Planned and executed engaging resident activities, including meetings, social events, and educational programs.
  • Created informative bulletin boards that provided relevant resources related to academics, mental health, and campus life opportunities for students'' personal growth.

Education

Public Health & Biology -

East Stroudsburg University
01.2022

Skills

  • Health Education
  • Empathy
  • Adaptability
  • Conflict Resolution
  • Delegation
  • Customer Service
  • Verbal and written communication
  • Deadline Management
  • Interpersonal and written communication

Hobbies and Interests

  • Hiking
  • Exploring new cities
  • Reading
  • Volunteering at animal shelters

Timeline

Operations Associate

Intealth
07.2024 - Current

Phone Support Representative

Intealth
02.2024 - 07.2024

Site Lead

Mobile Health
08.2022 - 02.2024

Shift Supervisor

The Renegade Winery
01.2020 - 02.2024

Resident Advisor

East Stroudsburg University
08.2016 - 05.2018

Public Health & Biology -

East Stroudsburg University

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