Melissa Saucedo Email & Phone Number

North Port, FL, US

Columbia, Maryland, United States

• Conduct frequent Account Management & auditing as well as software quality assurance
• Exceed expectations offering customer support via multiple channels such as Zoom, Help Scout, record videos, and phone calls
• Brainstorm creative, innovative ideas & solutions to customer-facing problems as well as software improvement suggestions
• Attend weekly Customer Success & Implementation team meetings as well as company-wide meetings
• Provide enthusiastic 2-hour Zoom trainings to customers on our software with between 5-150 attendees
• Record over 50 videos for our help website via Zoom & updated help articles

Towson, Maryland, United States

• Handled client enrollment and ongoing client communication regarding ABA services for children with Autism via email, phone call, and text message
• Coordinated with the client, Clinical and Administrative Teams daily & attended meetings over Google
• Scheduled & conducted initial client calls via Calendly, emailed enrollment forms following initial call via Intake-Q, updated ReThink & Monday.com with client diagnostic & insurance information
• Reviewed Diagnostic Evaluations to ensure insurance requirements are satisfied
• Checked office and website emails for E-Faxes, intake leads, and job applicants
• Requested Diagnostic Evaluations, referrals for ABA services, Clinical Confirmation Forms, and other medical records required by insurance for approval of ABA services from medical facilities via E-Fax

Rockville, Maryland, United States

• Supported clinical follow up activities by requesting missing case information (information, medical records) via phone, fax, mail, and/or email per designated deadlines
• Answered inbound calls and emails addressing requests for general information and material requests. Processed materials requests as needed (fax, email, mail)
• Documented status of activities on the system received for accuracy and completeness
• Collaborated with other staff working on the case to ensure accuracy and completeness

Seattle, Washington, United States

• Utilized conflict resolution with customers via incoming & outgoing calls as well as chat services
• Issued refunds, compensation, and replacements for misplaced, damaged, or erroneous items
• Attended team and 1:1 meetings with my team manager via Chime
• Researched into correct retail resolutions within company policy
• Conveyed a positive attitude and empathy throughout customer contacts
• Educated customers on utilization of our website and services

Sparks Glencoe, Maryland, United States

• Provided goal-oriented 1:1 treatment to children on the autism spectrum
• Utilized applied behavior analysis with challenging behaviors & taught functional life skills
• Collaborated with the client’s family, Case Manager, and BCBA to provide optimum services
• Implemented individualized behavior management protocols using reinforcement techniques
• Assisted my clients on tackling functional and behavior goals each session
• Collected and recorded behavior and skill acquisition data for insurance coverage

Bachelor Of Psychology In Applied Behavior Analysis, Psychology, Graduated

Activities and Societies: Golden Key International Honor Society Purdue Global Human Services Club

Associate Of Arts And Sciences - Aas, Pre-Nursing Studies