Melissa Martin is a versatile professional with 4 years of experience analyzing business processes to identify opportunities for improvement. She has experience streamlining and automating procedures as an Authorization and Appointing Representative, Campaign Coordinator/Analyst, AppleCare T3 Instructor, and Consumer Trainer. Her background includes validating large data sets, compiling reports, and providing leadership to team members. She is pursuing an AS degree in Administrative Support Technology.

1. 2145 N Roger Peed Drive
Hampton, VA 23663
757-298-3265
Mylesha3@yahoo.com/mdm2423@email.vccs.edu
MELISSA DENISE MARTIN

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PERSONAL
SUMMARY
Melissais a capable
versatile professionalwho
has 4 years’ experience in
analyzing current and
potentialbusiness processes
to identify opportunities for
improvement. With a
background in streamlining
and automating procedures,
she is more than able to not
only meet but exceed your
expectations in developing
best practices. As a proven
Campaign
Coordinator/Analyst she can
not only help to unlock a
company’s full potential,
but can also provide
leadership to fellow team
members. In addition to all
of the above, she has
extensive experience
validating large sets of data
and utilizing that
information to compile sales
and forecasting reports.
Experience HealthnetFederal Servicesc/o Kelly
Services
Hampton, VA
June 2016-Currently,
The Authorization and Appointing
Representative receives requests thencontacts
the patient to determine the patient's needs in
order to set anappointment. The
Representative locatesa provider, sets the
appointment, confirms the appointment
occurred, and sets follow upappointments.
Job Description:
-Answers calls, schedules and cancels patient
appointments.
-Provides provider locator services.
-Calls patient to verifyappointment.
-Schedules anynecessaryfollow up
appointments.
-Calls patient to confirm appointment was
attended.
-Reviews computerizedappointment templates
to determine the availabilityof appointment
types and slots.
-Identifies, analyzes andresolves a varietyof

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scheduling issues.
-Documents transactions in appropriate
medical management systems.
-Writes responses to inquiries.
-Contacts medical provider officesby
telephone, collects medicalnotesandforwards
to VA.
Kipany Productions,LTD, NY,NY,
At Home Campaign
Coordinator/Analyst
January 2012-Septmber 2015,
● Audited salesrecordings to ensure
compliance withclient, PUCandFCC
policies
● Managedworking of supported
centers andassociatedservices.
● Managedtravel arrangements for
regular monthlysite visits to
supportedcenters, includinghotel,
flight andtransportation
arrangements.
● Accompaniedclient onmonthly
supportedcenter visits
● Proactivelycoordinatedthe itinerary
with site directors, managers,
supervisors and client
● Worked closelywithclient on
customer escalations, heldweekly
meetings to discussstatistics
● Compiledmonthlyreports, sales and
forecastingreports for the client.
● Managedcustomer complaints and
communicateddirectlywith program
managers to handle andresolve all
complaints
ACCOMPLISHMENT: Identified recurring
problems in with customer complaints,
implemented idea to improve correction
efforts and initiated deadline for
complaint turnaround time with client. A
reduction in the number and frequency of
complaints resulted.
TRG Customer Solutions, Inc., Hampton
VA
AppleCare T3 Instructor
April 2012-December 2012
● Delivered content in classroom
followingassigned lesson plans,
usingtrainingaidsand equipment

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designated in the lesson plans
● Ensured trainingis innovative,
engaging and on the cutting edge
of trainingtechnology
● Effectively use multiplevisual aids
to enhance delivery and reinforce
lesson content
● Actively engaged students and
provideappropriatefeedback
● Directed classroominteraction to
create an environment conducive
to learning
● Delivered New Advisor Training
(NAT) or other AppleCare training
courses with excellentevaluation
results
● Various Knowledge of Wireless
Multimedia products,iApps, iPod,
iPhone, Mac OS X, or iTunes.
● Prepared for instruction,including
pre-class roomset-up and
configuration
● Performed under tight deadlines
with minimal supervision
● Ability to handlemultipletasks in
a customer-drive, team-player
environment
● Assisted HR with recruitment and
orientation at Virginia
Employment Commission for
potential new hires
TRG Customer Solutions,Newport
News,VA
ConsumerTrainer/ EscalationsTeam
January 2007-April 2012
● Responsible for setting upagent
access to allVerizonsystems
applications
● MaintainedmonthlyCode Audits for
the entire center (300+ agents)
● Trained20-35 agents per class and
evaluate each agent’s job
performance to determine ifthe
agents successfullygraduate or are
terminateddue to poor job

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performance
● Participatedinanalyses andstudies
to assist Training Managers
● Conducted, andMonitoredtraining
for employees
● Worked closelywithCallCenter
Management to ensure consistency
● Preparedbiweeklypayroll, benefits
and tax deductions for 65 trainees via
Avaya system
● Developedand distributedtraining
aids, instructionalmaterials organized
scripts andresource materials,
trainee assessments to determine
readiness ofnew hires
Nominated to become AppleCare T3
Instructor, studied at Apple Campus in
Austin, Texas April 2012
Education ● Thomas Nelson Community
College, Hampton, Virginia
PursuingAS Degree,
AdministrativeSupport
Technology, 2014-Presently
● Delta Technical College,Lake
Charles,LA
Specialized Diploma,Medical
OfficeAssistant/Paralegal Studies
(Graduated 1992)
● Lancaster High School,Lancaster
Virginia
General Business and Information
Technology (Graduated-Class of
1988)
references aVAILABLE UPON REQUEST Availableupon request