Melissa O'Callaghan Email and Phone Number

HealthcareResponsibilities:Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as neededPerform tasks to assure project and program service level requirements and goals are metAssume leadership responsibility for departmental tasks and contact center activities as requiredParticipate in meetings and recommend changes to policies and proceduresSupport and enforce contact center expectationsAssist with escalated issues or cases as neededEvaluate employee key performance indicators and identify training needs and development opportunitiesDevelop work schedules and assign duties to direct report personnel to ensure efficiencyDiscuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problemsParticipate in the work of subordinates to facilitate productivity or to overcome difficult aspects of workEvaluate employees' job performance and recommend appropriate personnel actionPerform other duties as assigned by leadership

HealthcareResponsibilities:Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and servicesRecord customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions takenFollow standard operating procedures to ensure consistency and accuracyAddress customers inquiries and resolve problems to ensure that appropriate changes are madeRefer unresolved customer grievances to designated departments for further investigationCommunicate with supervisor regarding any potential needs or concernsPerform data entry accuratelyPerform other duties as assigned by management

Processed requests for outgoing wire transfers; including verifying identity and funds availability, accurately entered requests into wire system. Provided finance personnel with appropriate paperwork. I reported the wire transfer funds position to the finance department at scheduled times and at the close of the business day.Completed wire transfers in a timely manner to ensure the customer was satisfied.Completed closing duties which included putting all confidential information into locked file cabinets.

I processed transactions for personal and business customers according to bank policies and procedures.I also provided information regarding bank products and services. I used the computer to process deposits, payments, withdrawals and other financial transactions.I was entrusted with handling the safe deposit, vault, ATM, bonds/coupons, and night drop activities.I helped mentor new employees so they could become efficient and accurate in processing client transactions.I kept track of supplies and did the ordering for the branch.I fulfilled opening and closing duties such as cleaning, auditing cash