Melissa (Mel) Jansen Email and Phone Number

I work @ home but based out of lkc

• Researched and analyzed data to improve overall metrics. Ensured productivity and profitability by using incentives and coaching opportunities. • Assisted with recruitment, payroll and Human Resources issues. Worked with agents to improve product knowledge, productivity and customer satisfaction skills. Worked with coaches to develop smart action plans and followed-up to ensure that agents were being consistently coached appropriately. • Performed financial forecasting and budgeting tasks on a monthly, quarterly and annual basis. Created and generated reports. Built strong client relationship via telephone, travel and conference calls.• Monitored call handling, adherence to schedule, service levels, and metrics set by clients. Solved problems in a professional and timely manner. • Train agents for new hire classes and ongoing education throughout campaigns.• Review enrollments, claims, HRA accounts, Medicare questions and general customer service and escalations.

• Administrative Support to the President, Vice President and Event Manager of the company to include technical support, website maintenance, calendar management, communications with affiliates.• Ensuring office supplies and common areas are stocked and in good order, and maintaining inventory and shipping orders.• Answering customer service calls and emails.• Participating in project teams.• Manage the logistics planning, coordination and execution of all programs (online, in-person – public and private, and affiliate related).• In charge of closing Month End activities, and maintenance of balance sheet, P&L statement, Chart of Accounts, cash flow sheet, invoicing, and petty cash transactions.• Update processes and procedures.• In charge of all onboarding new hires and off boarding of existing employees.

• Respond to inbound calls and provide account information to customers.• Provide technical solutions. Research and solve billing questions. • Explain self-help options to customers, and coverage opportunities for other equipment. • Ensure that all customers receive great service and have a good experience.

• Researched and analyzed data to improve overall metrics. Ensured productivity and profitability by using incentives and coaching opportunities. • Assisted with recruitment, payroll and Human Resources issues. Worked with agents to improve product knowledge, productivity and customer satisfaction skills. Worked with coaches to develop smart action plans, and followed-up to ensure that agents were being consistently coached appropriately. • Performed financial forecasting and budgeting tasks on a monthly, quarterly and annual basis. • Monitored call handling, adherence to schedule, service levels, and metrics set by clients. Solved problems in a professional and timely manner.• Created and generated reports. Built strong client relationship via telephone, travel and conference calls.