Melissa Ellis Email and Phone Number

• Evaluated individual customer needs and financial status while proposing protection plans that meet their criteria.• Qualified customers for other products to create cross-selling and up-selling opportunities.• Excellent direct sales skills, with the ability to influence customers and close the sale.• Demonstrated active listening and strong interpersonal skills with the ability to explain complex policy and coverage information in understandable terms.• Regularly participated in ongoing training to learn about new products and services.• Proven empathy with a passion for helping customers.• Ability to thrive in a fast-paced environment while maintaining a positive and solution-oriented attitude.

• Adhered to Ruby’s call-handling expectations, answering over 200+ calls per day, limiting personal bias while answering calls professionally.• Delivered a fantastic virtual first impression for a wide variety of businesses from attorneys to healthcare offices. •Created exceptional caller experiences by exhibiting strong empathy and understanding. •Maintained accuracy, mindfulness and a strong attention-to-detail in all written communications.•Adhered to role metrics and call handling expectations in support of department KPI’s.•Multi-tasked in a fast-paced, technology-rich environment. Able to toggle between two screens and utilize multiple applications simultaneously, while delivering exemplary caller experiences.•Maintained HIPAA compliance by securely managing sensitive information.•Contributed to team efficiency by actively participating in weekly meetings, sharing bestpractices, and collaborating on process improvements.•Provided exceptional support during peak call periods through effective multitasking skillswhile remaining calm under pressure.•Effective at meeting the required KPI's and Metrics to increase customer satisfaction.

•Coordinated a national portfolio of corporate trade shows and lunch and learn seminars.•Developed event concepts that would resonate with the target audience. •Collaborated with internal stakeholders to define event objectives, target audience and budget.•Researched and selected appropriate venues, catering services and exhibitors.• Helped negotiate contracts with vendors, suppliers, and service providers to secure favorable terms and pricing.•Oversaw event setup, execution, and tear down.• Identified areas for improvement and recommended strategies for future events.• Oversaw all aspects of the event planning process from initial planning to post-event evaluation, ensuring that events ran smoothly, meeting their objectives, and adhered to budgetary constraints.

•Performed a wide variety of administrative support activities for the dean of student services.• Provided staff and office support for the dean, to include screening and handling telephone communications, greeting and directing visitors, and dealing with administrative problems and inquiries.•Served as the primary point of contact and liaison between the office, students, and external constituencies on a range of day-to-day issues.•Organized and facilitated meetings and campus wide outreach events. •Took minutes and provided administrative support and follow-up on matters arising from meetings.• Scheduled and coordinated the dean’s appointments and travel arrangements.•Established and maintained files and records for the office.• Coordinated and oversaw the day-to-day management of supplies, equipment, and facilities for the student services department.•Controlled the release of sensitive information and exercised frequent independent judgment within the assigned areas of responsibility.• Demonstrated evidence of sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds in a community college environment.

• Served as a first point of contact for the financial aid office providing financial aid information to prospective students and families.• Helped with the application process and maintenance of records, in support of the financial aid awarding process.•Performed a wide variety of administrative support activities for the director of financial aid.• Provided office support to include screening and handling telephone communications, greeting and directing visitors, and helping students with financial aid status inquiries.•Served as the primary point of contact and liaison between the financial aid office, students, and external constituencies on a range of day-to-day issues.•Organized and facilitated meetings and campus wide outreach events. •Took minutes and provided follow-up on matters arising from meetings.• Scheduled and coordinated appointments and travel arrangements for the director of financial aid.• Coordinated travel arrangements for all financial aid staff, and processed travel reimbursements. • Oversaw the day-to-day management of supplies, equipment, and facilities for the financial aid office.•Controlled the release of sensitive information and exercised frequent independent judgment within the assigned areas of responsibility.• Demonstrated evidence of sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds in a community college environment.• Served on The California Association of Student Financial Aid Administrators (CASFAA) conference planning committee.

•Answered and transferred incoming calls, delivering 5-star customer service with an obsession for customer satisfaction.• Verbally welcomed customers upon entrance.•Reserved and scheduled conference rooms and set up multimedia for meetings.•Performed light administrative tasks, such as updating company contact lists and managing the automated messaging system.•Aided with office projects, such as compiling manuals or preparing labels for mailings.•Helped resolve any escalations with guests and visitors in a professional and polite manner.

•Answered all incoming calls into the hospital's main telephone number, physician's answering service and in house operator calls.• Provided in person visitor information, reception, and paging.•Coordinated all emergency communications and managed hospital alarm panels.