Melissa Griego
Colorado Springs
Summary
Accomplished customer service representative with 15 years of experience in administrative roles across utilities and education sectors. Proven expertise in managing customer inquiries, resolving complex account issues, and leading training initiatives. Strong organizational and communication skills, complemented by a solid background in office management and team leadership. Committed to enhancing operational efficiency and delivering exceptional service in fast-paced environments.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Scheduling Coordinator
Medride LLC
Colorado Springs
06.2024 - Current
- Coordinated transportation schedules for clients using Medride's scheduling software.
- Managed communication between drivers, clients, and healthcare facilities effectively.
- Assisted in resolving scheduling conflicts to ensure timely transportation services.
- Developed and maintained accurate records of client appointments and transportation needs.
- Collaborated with team members to optimize route planning for efficiency.
- Monitored service requests to ensure compliance with organizational standards.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Organized training sessions on proper scheduling techniques for new hires.
- Set and confirmed customer appointments.
- Provided reminder calls to clients prior to scheduled visits.
- Copied and faxed important information for patient and client records.
- Followed prescribed list of questions and provided appropriate responses to get and give information during scheduling calls.
- Responded to emergency scheduling changes promptly, minimizing disruptions to operations.
Customer Service Representative
Ent Credit Union
Colorado Springs
05.2021 - 06.2024
- Resolved customer complaints efficiently using conflict resolution techniques.
- Handled high volumes of customer calls while maintaining professionalism and patience.
- Documented customer interactions in the customer relationship management system accurately.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Representative
Colorado Springs Utilities
Colorado Springs
04.2017 - 05.2021
- Analyze account details, to determine financial options and resolutions to customer inquiries
- Document all account activity for each customer contact
- Assist customers in establishing, transferring and closing accounts
- Submit field order requests to all departments
- Ensure emergency calls are transferred to dispatch in a timely manner
- Negotiate customer payments and extensions
- Review customer billing concerns including complex account issues
- Provide customer assistance in establishing on-line utility accounts
- Complete any necessary changes to current accounts and account holders in a fast-paced environment
- Complete all required and education courses
- Team Lead Liaison: participated in additional training and in turn, taught the same courses to my team
School Liaison
Colorado Springs School District 11
Colorado Springs
01.2012 - 01.2017
- Worked with a team of teachers, O.T. / P.T. school nurse and school counselor to plan, prepare and schedule meetings to include parent/teacher conferences, quarter and annual revisions, educational seminars, assemblies, workshops, etc.
- Established, organized and maintained confidential files, records and reports, including remediation reports, court files and records
- Prepared packets to include monthly newsletters, progress reports, report cards, student/parent goals, departmental goals, etc.
- Supported all staff via email, phone, meetings
- Followed protocol of confidential information such as medication, income support, disabilities, family issues, etc.
- Handled product, invoice and all money regarding school fundraisers
Special Education Assistant Teacher
Fountain School District 8
Fountain
01.2009 - 01.2012
- Integrated Special Need students into a typical classroom setting of peers
- Made essential adjustments for each student according to pre-assessments, in order to obtain the best possible outcome in post assessments
- Complied to state standard based curriculum when altering unit and daily based lesson plans for Individual Education Plans
- Monitored students academic, behavioral and personal growth over periods of time, tracking progress
- Communicated with staff including teachers, counselor and parents to ensure student success
- Worked side by side with classroom teachers, modeling techniques to obtain students' highest academic achievements
- Recorded, filed and discussed all documents concerning each individual student
Education
Bachelor of Arts - Communications
UCCS
Colorado Springs, CO 12.2003 - 01.2006
Associate of Art's Degree - Communications
Pikes Peak Community College
Colorado Springs, COSkills
- Excellent written and verbal skills
- Organized
- Strong problem-solving skills
- Time management skills
- Analysis skills
- Strong customer service skills
- De-escalation skills
- Supervising experience
- Communication skills
- Writing Skills
- Extreme attention to detail
- Customer service
- Current with all computer programs and office equipment
Certification
Driver's License, 01/01/20, 10/31/25
Timeline
Scheduling Coordinator
Medride LLC
06.2024 - Current
Customer Service Representative
Ent Credit Union
05.2021 - 06.2024
Customer Service Representative
Colorado Springs Utilities
04.2017 - 05.2021
School Liaison
Colorado Springs School District 11
01.2012 - 01.2017
Special Education Assistant Teacher
Fountain School District 8
01.2009 - 01.2012
Bachelor of Arts - Communications
UCCS
12.2003 - 01.2006
Associate of Art's Degree - Communications
Pikes Peak Community College