Steve De Melo Email & Phone Number

United States

Workers' Compensation Insurance Specialist - Premium Auditor

Assist Underwriters in reviewing, processing new and renewal business for an assigned book of business in compliance with Corporate Underwriting, Marketing advisories, guidelines and procedures. Provide policyholder service and maintenance, while documenting all activities and ensuring timely responses to service inquiries from brokers, policyholders, and other departments. Manage and review data entered on CNL (Client Notification Letter) submissions and assign proper classifications. Assist the audit and claims department by verifying coverage. Performing mid-year policy reviews. Scan viable documents to policy file. Complete and process manual input of documents and pic notes via WISP. Develop and maintain effective working relationships with all parties. Coordinate with Underwriter to address and resolve disputes and complaints. Maintain department logs and mailboxes. Participate in training to gain and maintain current industry knowledge. Coordinate special projects as assigned by management. Knowledge of Systems: SharePoint, WebEx, & PowerPoint. Consistently met performance goals in all areas and trained new staff on workflow processes. Collaborated in discussions with Underwriters and Management to help improve workflow efficiency.  Participated in special projects: Helped merge and construct our new business log, & SharePoint migration. Engagement Coordinator.

Aha - At-Home Position

Demonstrated world-class technical support in a fast-paced environment. Supported various Apple products and complex technical issues while avoiding technical jargon by matching the client’s level of proficiency and thoroughly documenting accounts with all the steps completed during a customer interaction. Managed multiple applications, chats, and tools simultaneously to assist customers to find the right solutions while adapting my approach to different communication styles to deliver a personalized and memorable support experience.  Consistently met performance standards in all areas. Achieved above 95% on team CSAT. Actively volunteered and participated in pilot programs to issue feedback to new software implementations and improve workflow. Active member of our chat support to help other advisors with technical issues with varying complexities.

Irvine, Ca

VERIZON WIRELESS - Irvine, CA 2005 - 2014Senior Customer Service Representative, 06/09 to 05/14Senior Financial Service Representative, 07/08 to 06/09Tier 2 Data Technical Support Coordinator, 02/07 to 07/08Customer Service Representative, 09/05 to 02/07Achieved an award-winning customer service experience by maintaining the highest degree of courtesy and professionalism. Handled high-volume inbound customer inquiries, complaints, billing questions, diagnosed and resolved advanced cellular technical issues as well as installing software, modifying and repairing hardware. Identified and resolved technical issues with a variety of diagnostic tools and followed up with clients to ensure optimal customer satisfaction. Explained features and benefits, knowledge of products and services, payment collection, research, and extension/service requests, with a focus on high-value customers and small business clients within a deadline-driven environment. Restored trust, de-escalated unsatisfied customers, located resources for problem resolution and designed best-option solutions. Lead colleagues and cross-functional teams with product knowledge and technical expertise to help enhance the overall customer experience and meet department goals. Knowledge of Systems: ACSS, VISION, CACS. Resolved an average of 200+ inquiries a week, exceeding goals.  Mentor and Transition Coach for 21 new hire reps during training. Awarded several customer commendations for excellent service. Facilitated workshops & team meetings for complex issues improving rep performance by 25%. Managed employee retail store, participated in special projects driving increased revenue and performance.

Studio City, Ca

Massage Therapist National Holistic Institute Clinic 07/2010-07/2011 Los Angeles, CAStrategized and performed consecutive 50 & 90 minute quality full body Swedish and Shiatsu massage therapy sessions. Evaluated client histories, and SOAP charting. Other responsibilities included: setting-up, organizing, and running clinic, administrative duties, customer service, problem solving, record keeping, and scheduling.

Anaheim, Ca

Responsible for greeting Guests, loading and unloading attractions, operating attraction systems, delivering narrations of varying lengths providing audience control, and being an ambassador of Disney's original vision by creating a magical experience for every guest. Received several guest compliments on initiative, enthusiasm, tenacity, and intense customer focus by always going above and beyond expectations.

Torrance, Long Beach, Los Angeles, Ca

Yusen Global LogisticsAmerican ShippingExpeditors Int., LAXPrepared and processed a variety of customs and related documents including classification of products and equipment in accordance with customs and customer regulations in addition to interacting with customs brokers and end customer to assist with the expediting of their goods along with addressing any unusual problems for resolution. Assisted with office duties while being able to multi-task in fast paced environment and ensuring accuracy to meet deadlines including data entry, filing, photocopying, scanning documents, process and code invoices, receive and sort shipping documents, check request, review billing for broker, trucker and carrier.

Cerritos, Ca

Polite and professional food server in charge of sales and service of high quality food and beverage to guests in a busy restaurant environment with full knowledge of all food and beverage offerings while up selling items to enhance guests dining experience and increase company revenue, promptly deliver guest’s food and beverage order ensuring quality and accuracy, attend to guest during their entire dining experience, presenting guest with bill and accepting payment, server banking. Maintain cleanliness and organization of restaurant and lounge area for random inspections and following all departmental safety policies and procedures. Started out as a host and got promoted to food server within a few months. Recognized with the employee of the month award within 4 months.

Bachelor Of Business Administration (B.B.A.), Concentration In Hospitality And Tourism Management + Minor In Marketing, Gpa: 3.25

Activities and Societies: Member of Phi Theta Kappa Society and Alpha Sigma Lambda National Honor Society

Assoicates Degree In Business Administration (A.A.), Business Administration, Gpa: 3.37

Certified Massage Therapist And Health Educator, Massage Therapy/Therapeutic Massage, Gpa: 3.5

Activities and Societies: Volunteered for the 26th Annual Honda LA Marathon - 2011 Volunteered at WeSpark Cancer Support Center - 2011-720.

Theatre Arts, Gpa: 3.0

Activities and Societies: Phi Theta Kappa Honor Society, Deans' List