Open to opportunities

Melissa Vasquez

@melissavasquez

Message

Resource planner with expertise in operational excellence and customer service.

United States

Message

What I'm looking for

I am looking for a role that values operational excellence and offers opportunities for growth in customer service and resource planning.

As a dedicated resource planner with extensive experience in service operations, I have honed my skills in aligning workload demands with business objectives. My role at Progress Healthcare Solutions allowed me to develop medium- to long-term resource planning strategies, ensuring effective service delivery and customer satisfaction. I pride myself on being the primary point of contact for escalations, where I utilize my analytical skills to address inquiries and implement timely resolutions.

Previously, at Philips, I managed escalations for service orders and improved customer service by identifying recurring issues. My background in technical support at Apple further strengthened my ability to diagnose product issues and deliver personalized training to customers. I am committed to operational excellence and continuously seek to enhance customer experiences through effective communication and problem-solving.

Experience

Work history, roles, and key accomplishments

Resource Planner

Progress Healthcare Solutions

Jun 2023 - Feb 2025 (1 year 8 months)

Developed medium- to long-term resource planning for service operations, aligning workload demands with order realization and service delivery to meet business objectives. Served as the primary point of contact for exceptions and escalations related to service orders, addressing customer and service engineer inquiries through analysis, communication, and timely resolution.

Operations Problem Solving Customer Service Communication Operational Excellence

Long-Term Resource Planner

Philips

Sep 2021 - Apr 2023 (1 year 7 months)

Created medium- to long-term planning for service operations resources, ensuring effective workload management for order realization and service delivery. Managed escalations for service orders, acting as a liaison for customers, consumers, and service engineers, providing professional and timely solutions.

Resource Management Operations Escalation Management Customer Service Problem Solving Knowledge Management

Retail Specialist/Technical Support

Apple

Aug 2019 - Aug 2021 (2 years)

Diagnosed product issues and provided timely solutions to reduce repair turnaround time for customers. Delivered personalized training to new customers, ensuring they acquired the technical skills to utilize Apple software and devices effectively.

Technical Support Troubleshooting Customer Service Product Training Sales MacOS iOS

Office Administrative Assistant

Metro Optics Ophthalmology

May 2017 - Aug 2019 (2 years 3 months)

Acted as a liaison between clinical staff, medical equipment vendors, and suppliers in a fast-paced team environment. Managed client data, tracked sales, and processed payments using QuickBooks, while scheduling and confirming appointments to optimize clinic efficiency.

Administrative Support Data Management Quickbooks Scheduling Communication

Education

Degrees, certifications, and relevant coursework

University at Albany

Bachelor of Science, Biological Science Engineering

Grade: Dean's List

Activities and societies: Active member of DECA Student Business Association, NAACP Campus Chapter, and other activities.

Currently pursuing a Biological Science Engineering program. Recognized on the Dean's List since Fall 2020 for academic excellence. Engaged in various extracurricular activities including DECA Student Business Association and NAACP Campus Chapter.