Melissa Berryman
Clerical
Fresno,CA
Summary
Detail-oriented professional with expertise in prize claim processing, revenue collection, and customer relationship management. Proven ability to resolve escalated issues and mentor teams, enhancing overall service efficiency.
Overview
12
12
years of professional experience
Work History
Program Technician
California State Lottery
Fresno
01.2019 - Current
- Process prize payment claims & checks for players at the customer window.
- Revenue collection: processing NSF payments from retailers at the customer window. Follow up with HQ for the reactivation of retailer accounts.
- Responsible for the coordination of processing new and change of ownership Lottery retailer business applications.
- Liaison for employee Cal-Card monthly statements.
- Liaison for fleet management of all field employees' company vehicles, service, and repairs.
- Responsible for tracking and distribution of employee monthly paychecks.
Team Lead - Customer Service
Covered California
Fresno
02.2014 - 12.2018
- As the next level of support for 10 Service Center reps, I was responsible for the resolution of escalated calls, enrollment issues, and the reinstatement of health care coverage through one-call resolution.
- Responsible for assigning and organizing workflow for special projects.
- Facilitated team huddles and meetings in the absence of my direct supervisor.
- Maintained and submitted weekly case management logs for my direct supervisor, providing feedback for training and coaching opportunities.
- Responsible for mentoring and ongoing support for new hires who were added to our team, and assisting others from various teams with ongoing training in the interpretation of policy changes and processes at Covered California.
Education
Associate of Science - Health Care Administration
San Joaquin Valley College
Fresno, CA03-1999
Skills
- Prize payment claim processing
- Workflow organization
- Case management
- Team leadership
- Effective communication
- Conflict resolution
- Mentoring skills
- Team-based approaches
- Program implementation
- Problem solving
- Attention to detail
- Employee training
- Revenue collection
- Account reactivation
- Application coordination
- Fleet management
- Customer relationship management
Timeline
Program Technician
California State Lottery
01.2019 - Current
Team Lead - Customer Service
Covered California
02.2014 - 12.2018
Associate of Science - Health Care Administration
San Joaquin Valley College