Available to hire
Hi there! I’m Melissa Stone, a versatile, detail-driven professional with over 7 years of experience in remote operations, administrative support, customer service, and technical assistance. I excel at managing CRM systems, documentation workflows, and client communications across diverse industries, while consistently upholding data integrity, compliance, and confidentiality. I’m adept at turning complex processes into efficient, scalable workflows that keep teams aligned and clients satisfied.
In fast-paced virtual environments, I’m dependable, resourceful, and capable of juggling multiple priorities. I thrive on collaboration across departments to deliver seamless operations, outstanding service, and measurable results for organizations that value initiative and clear communication.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Work Experience
Enrollment Advisor at K12 via Upwork
June 1, 2025 - October 29, 2025Guide families through the K12 enrollment process, manage high-volume inbound calls, maintain Salesforce records with FERPA compliance, troubleshoot account access, and coordinate between admissions, compliance, and academic teams to achieve enrollment targets.
Customer Support Specialist at FitOn Health via Support Ninja
April 1, 2025 - April 1, 2025Top performer handling 95-98% of inbound Medicare member calls; achieved 95%+ first-contact resolution; documented cases in CRM and guided members through digital self-service tools to reduce repeat contacts.
Customer Service Representative at Heritage Insurance via Randstad
November 1, 2024 - November 1, 2024Responded to high volumes of inquiries about policies, billing, and claims; assisted with account updates and documentation; logged interactions in CRM and collaborated across Claims, Underwriting, and Billing to expedite resolutions.
Consultant (Contract | Tech & Administrative Support) at Builder CMS
June 1, 2024 - June 1, 2024Provided administrative and technical support for a real estate CMS; managed data entry, DocuSign, CRM updates, training materials, and ensured data security and confidentiality; optimized workflows and reporting.
Telephone Sales Representative at FLS Connect
August 1, 2019 - August 1, 2019OutBound fundraising and engagement calls; achieved pledge and conversion goals; maintained donor data in CRM and upheld courteous, professional communication.
Sales Associate / Wireless Specialist / Remodel Crew (Temp-to-Perm) at Walmart
August 1, 2018 - August 1, 2018Progressed from remodel crew to cashier to electronics; assisted customers with mobile sales, activations, and troubleshooting; supported POS, inventory, and store remodel activities.
Lead Teacher (Summer Program) at Kidz Choice
August 1, 2019 - August 1, 2019Directed infant classroom operations, curriculum planning, milestone tracking, and staffing; designed age-appropriate lessons and maintained parent communications.
Support Staff (School-Year Role) at Shaw Butte Elementary
August 1, 2019 - August 1, 2019Supervised students during after-school and recess; assisted with attendance, classroom prep, and coordination with faculty to support daily operations.
Customer Service Representative at Circle K
August 1, 2009 - August 1, 2009Processed cash, lottery, and fuel transactions; delivered prompt customer service and maintained store operations during peak periods.
Lead Preschool Teacher at Kiddie Kare #3
August 1, 2008 - August 1, 2008Promoted to lead teacher; planned lessons, trained staff, and maintained classroom safety; communicated developmental milestones with parents.
Legal Administrative Assistant (Contract Roles) at Robert Half Legal & Randstad
September 1, 2008 - September 1, 2008Supported attorneys with confidential file management, client intake, calendar coordination, and document preparation; maintained compliance and professional client communication.
Front Desk Volunteer at The Bridge
June 1, 2007 - June 1, 2007Provided front-desk support, screened calls, scheduled appointments, and supported data entry and record-keeping for nonprofit services.
Customer Support Specialist (Seasonal | Medicare Clients) at FitOn Health via Support Ninja
April 1, 2025 - April 1, 2025Recognized as a top performer, independently managing 95–98% of inbound support calls for Medicare members. Delivered 95%+ first-contact resolution, minimizing escalations and ensuring member satisfaction. Documented cases accurately in CRM and guided members through digital self-service tools to reduce repeat contacts. Supported team continuity by covering workload gaps and maintaining consistent service quality during high-volume periods.
Customer Service Representative (Temporary) at Heritage Insurance via Randstad
November 1, 2024 - November 1, 2024Responded to a high volume of customer inquiries related to policy coverage, billing discrepancies, and claims processing, ensuring accuracy and professionalism in every interaction. Provided step-by-step assistance with account updates, payment adjustments, and policy documentation, helping clients navigate complex insurance procedures. Logged all interactions and resolutions in the CRM system, maintaining compliance and data accuracy for audit readiness. Collaborated across Claims, Underwriting, and Billing to expedite issue resolution and enhance customer satisfaction. Demonstrated empathy and active listening, turning potentially escalated situations into positive client outcomes.
Telephone Sales Representative (Remote) at FLS Connect
August 1, 2019 - August 1, 2019Conducted outbound fundraising and engagement calls, consistently meeting and exceeding pledge and conversion goals. Applied effective persuasion and objection-handling techniques while maintaining accurate donor data in CRM systems. Maintained a courteous, professional tone to uphold organizational reputation and donor trust.
Sales Associate / Wireless Specialist / Remodel Crew (Temp-to-Perm) at Walmart – Phoenix, AZ
August 1, 2018 - August 1, 2018Progressed from remodel crew to cashier to electronics sales, providing customer support for mobile phones, activations, and technical troubleshooting while maintaining accurate POS and inventory operations. Supported merchandise resets, store remodel activities, and team collaboration to ensure compliance with corporate standards.
Support Staff (School-Year Role) at Shaw Butte Elementary – Phoenix, AZ
August 1, 2019 - August 1, 2019Supervised students during after-school and recess activities, promoting a safe, structured, and positive learning environment. Ensured student safety during arrival and dismissal, monitored crosswalks and assisted with traffic flow. Supported teachers and administrators with attendance tracking, classroom preparation, and student coordination. Assisted with small group activities, provided behavioral guidance, and reinforced school policies with consistency and care. Collaborated with faculty to communicate student needs, foster engagement, and support smooth daily school operations.
Customer Service Representative at Circle K – Phoenix, AZ
August 1, 2009 - August 1, 2009Processed cash, lottery, and fuel transactions with speed and accuracy while maintaining compliance with safety and loss prevention standards. Delivered prompt, friendly customer service, assisting with product inquiries and resolving concerns. Balanced registers, restocked merchandise, and supported smooth shift transitions in a fast-paced retail setting.
Lead Preschool Teacher at Kiddie Kare #3 – Phoenix, AZ
August 1, 2008 - August 1, 2008Promoted from classroom assistant to lead teacher, responsible for lesson planning, developmental activities, and compliance documentation. Supervised and trained support staff, maintained classroom safety standards, and tracked student progress. Collaborated with parents to discuss developmental milestones, address concerns, and strengthen home-school communication.
Legal Administrative Assistant (Contract Roles) at Robert Half Legal & Randstad – Phoenix, AZ
September 1, 2008 - September 1, 2008Supported attorneys and paralegals with confidential file management, client intake, and legal calendar coordination. Drafted correspondence, assembled discovery packets, and prepared case documents for review and filing. Answered and routed calls through multi-line phone systems, scheduled client meetings, and updated case records with precision. Assisted with research, document retrieval, and case organization, maintaining full compliance with firm protocols.
Front Desk Volunteer at The Bridge – Phoenix, AZ
June 1, 2007 - June 1, 2007Provided front-desk and administrative support for a nonprofit community resource center assisting individuals in transition. Screened and directed calls, scheduled appointments, and welcomed walk-in clients with empathy and professionalism. Coordinated donation drives, inventory tracking, and record-keeping for community outreach programs. Supported data entry, filing, and resource distribution while maintaining confidentiality and accuracy.
Education
GED at Phoenix College
January 1, 2007 - January 1, 2007Legal Assisting Certificate Diploma Program at TechSkills
January 1, 2006 - January 1, 2007GED at Phoenix College
January 11, 2030 - January 1, 2007Legal Assisting Certificate Diploma Program, Administrative & Human Resources at TechSkills, Phoenix, AZ
January 1, 2006 - January 1, 2007Qualifications
GED
January 1, 2007 - January 1, 2007Legal Assisting Certificate Diploma Program
January 1, 2006 - January 1, 2007Industry Experience
Education, Professional Services, Retail, Healthcare, Software & Internet, Non-Profit Organization
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
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