GARY MELENDEZ

Phoenix, AZ 480-***-**** ad2zd9@r.postjobfree.com

OBJECTIVE

Skilled and detail-oriented professional with a proven track record in administrative roles. Seeking a challenging position.

I aim to contribute my organizational expertise and proficiency in ensuring seamless operations within the location services domain. Dedicated to optimizing efficiency, accuracy, and overall functionality, I am eager to bring my skills to a dynamic team focused on delivering exceptional service and exceeding organizational objectives.

EXPERIENCE

BANKING SPECIALIST USAA - PHOENIX, AZ 2023 - Present

Excel in assisting members with diverse banking needs in a high-volume Call Center environment.

Handle inquiries ranging from checking and savings account balances to transaction disputes, payment research, and technical support. Demonstrate exceptional communication skills while providing prompt and accurate resolutions to members' concerns.

CLOSING SPECIALIST ROCKET MORTGAGE – PHOENIX, AZ 2021-2023

Expertly managed incoming calls, aiding clients in processing mortgage payments, resolving Escrow account discrepancies, and facilitating Mortgage Insurance removal requests.

Conducted precise balancing of Closing Disclosures/Settlement statements and issued closing documents for both refinance and new purchase loans. Demonstrated proficiency in handling complex financial information and ensuring compliance with industry regulations.

CUSTOMER CARE REPRESENTATIVE COOLSYS – PHOENIX, AZ 2019-2021

Implemented efficient customer work order creation through Outlook and phone systems, dispatching service technicians promptly. Utilized company software programs to provide accurate ETA's to customers, ensuring timely and effective service delivery. Proactively addressed customer needs, maintaining a focus on delivering World Class Customer Service.

SALES REPRESENTATIVE ICE – SCOTTSDALE, AZ 2018

Applied consultative selling techniques to field inbound and outbound calls, achieving an impressive average of 125 calls per day. Successfully promoted and sold ICE's packages and services, providing detailed information, managing member inquiries, and ensuring database accuracy.

OFFICE MANAGER ALL PRO FENCE – MESA, AZ 2016 - 2017

Effectively managed a team of 10 employees to complete multiple daily fence projects, achieving a 40% increase in revenue through after-hours fire emergency response. Oversaw business financials, including payroll, and performed HR responsibilities, demonstrating skills in employee scheduling and conflict resolution.

LOSS MITIGATION SPECIALIST NATIONSTAR MORTGAGE – CHANDLER, AZ 2014 - 2016

Played a pivotal role in assisting homeowners in modifying their mortgages within federal guidelines in a high-volume call center environment. Processed legal documents for modifications, ensuring accuracy and compliance with established procedures.

LOSS MITIGATION & PAYMENT SPECIALIST BANK OF AMERICA – Tempe, AZ 2009 - 2011

Conducted extensive research and engaged in analytical thinking to assist customers in locating missing applied funds, applying them to mortgage accounts. Contributed to the modification of mortgages by processing legal documents and ensuring accuracy within federal guidelines.

CORPORATE OFFICE MANAGER AAA ARIZONA – PHOENIX, AZ 2007 - 2009

Led a team of 8 employees, consistently exceeding financial expectations while providing world-class customer service to AAA members. Increased membership sales and services, demonstrating effective leadership, coaching, and development skills.

TEAM LEADER OF CALL CENTER OPERATIONS AMERICAN EXPRESS – PHOENIX, AZ 1995 - 2005

Managed a team of 50 travel counselors, ensuring timely and accurate reservations for corporate customer accounts. Provided leadership, coaching, and development to team members, contributing to high-quality service levels and effective call center operations.

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