Melanie M.

Experience

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  UR Medicine - Strong Memorial Hospital

  Apr 2013 - May 2016

  Completed a variety of general administrative and customer service-oriented tasks such as answering patient inquiries, filing, facilitated special projects and organizing patient documents within the Social Work Psychiatry Department.Communicated directly with patients for appointments on a weekly basis and executed day-to-day operations within the department while upholding the standards of Strong Memorial Hospital. Maintained the inventory of test specimens used for the University of Rochester’s Research Center for breakthroughs in cancer prevention and skin conditions such as psoriasis, eczema, etc. Communicated directly with employees in order to request and receive the completion of required employment documents according to the standard of the Finance & Research Psychiatry Department. Managed and introduced a new filing system for the financial documents of the department such as employee business trip reimbursements, workplace-related expenses, auditing documents, department grants, etc.

  • Office Assistant

    Apr 2013 - May 2016

  • Research Assistant

    Apr 2013 - Sept 2013

  • Office Assistant

    Apr 2013 - Sept 2013
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  Jamaica Hospital

  Aug 2016 - Jul 2018

  Registrar

  Deliver exceptional care and seamless service experience by greeting patients, updating demographic information and executing day-to-day operations within the Radiology department of Jamaica Hospital. Implemented the role of seeking prior authorization by working together with physicians in order to improve the functions within the department, comply with the insurance policies and improve the quality of care given to patients.

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  Uber

  Jul 2018 - Nov 2019

  Client Success Manager for top-tiered accounts during their Early Lifecycle on the Uber Eats platform. On the Local Restaurant Engagement Program Team, I was tasked with maintaining and growing a book of business of about 200+ accounts using data collected through queries and filters. Alongside many side projects, I was successful in impacting both individual portfolios and companies on a national level.Worked with Tableau, Salesforce to prioritize targeted accounts for the specific projects and goals that were set at the beginning of the week. Managed and upsell new opportunities to increase order size and revenue. Show less

  • Client Success Manager

    Jul 2019 - Nov 2019

  • Onboarding Specialist

    Jul 2018 - Jul 2019
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  Google

  Jan 2020 - Jan 2021

  Product Support Specialist via Artech

  Guided developers through the Google Cloud Platform OAuth Verification process by managing multiple support queues for 1P (internal) and 3P applications.Implemented improvements and evolved instructional documentation using tools available and researched the use of additional tools by going through an approval process. Facilitated weekly/monthly/quarterly case reviews to present to stakeholders and cross-functional (such as Engineering and trust & Safety) teams to optimize and resolve any error/debugging and process issues. Show less

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  Safesite

  Feb 2021 - Sept 2022

  Customer Success and Onboarding Specialist

  Provided first-class customer support by responding to the client (end-user) questions/inquiries via telephone, email, and in-platform chat. Triaged requests and provided ongoing communication until closure in line with company SLA’s.Supported customers via ticketing system to resolve their questions, concerns, and identify bugs. Worked closely with Sales and Safety Success in order to seamlessly gather relevant information and coordinated the onboarding of customer profiles.Developed process improvements, looked for smarter, more efficient ways to serve clients.Provided best practices coaching and educating to ensure smooth onboarding and adoption of our software platform.Converted and uploaded customer data according to in line with company processes and protocolsConduct both in-person and web-based training events across the MidWest/ Eastern US.Worked with the Customer Experience team to maintain internal/external Help Center documentation and training resources.Transparently reported and tracked the results of onboarding procedures performed.Implemented analytics-based metric reporting to track and provide data-driven results. Show less

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  Uber

  Feb 2021 - Oct 2023

  Onboarding Specialist

  Communicated with restaurant partners (through both written and verbal media) to ensure a smooth transition to become an online presence on the Uber EATS platform.Successfully onboarded over 200 accounts in the East Coast US market, contributing to gross total bookings of $1.5M USD.Research and test methods with the Operations Team Manager to automate the processes of onboarding.

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  Justworks

  Sept 2022 - now

  Product Support Specialist, Health Insurance