Melissa Speed

Promoted into customer-service leadership within one year and helped manage customer success operations as the InsurTech startup expanded into a managing general agency. Built customer-service workflows and knowledge resources and supported internal and external training and onboarding.

Led the evaluation, purchase, and implementation of EZLynx, coordinating initial team training and supporting agency-wide adoption. Designed training workflows that improved software proficiency and supported accurate personal-lines data migration.

Supported assignments with American Modern Insurance Group and DNV Healthcare, adapting quickly to regulated insurance and healthcare environments. Contributed to policy operations, documentation, data validation, issue investigation, and cross-functional communication.

Completed the Securities Industry Essentials examination within the first 90 days of onboarding and developed working knowledge of financial products and regulatory requirements. Managed more than 60 inbound client calls per day while providing account navigation and resolving issues during the first contact.

Led the practice's first end-to-end electronic medical record implementation using Modernizing Medicine, including vendor evaluation, purchase coordination, data preparation, staff onboarding, and workflow training. Directed daily clinic and administrative operations, including specialized equipment maintenance, insurance authorizations, billing and coding support, scheduling, and patient-service

Documented real-time findings for high-volume ophthalmic surgery, translated ocular terminology, prepared preoperative information, and coordinated postoperative discharge documentation. Supported the transition from ICD-9 to ICD-10 by auditing charts and updating records to capture the diagnostic and anatomical specificity required by the new coding structure.

Advanced into surgical-assistance responsibilities and was selected for a formal management-development program based on leadership potential and operational performance. Earned the Certified Ophthalmic Assistant Level II designation while managing high-volume clinical workflows, sterile preparation, patient education, and complex intraoperative support.

Bachelor of General Studies degree from Eastern Kentucky University.

Associate of Applied Science in Medical Assisting and Office Management from Eastern Kentucky University.

Coursework in Communications at the University of Cincinnati.