Operations Manager Customer Experience

MELISSA BAAR

Kissimmee, FL US *********@*****.*** 774-***-**** LinkedIn https://www.linkedin.com/in/melissa-baar-69aa25153

Operations Manager Profile

Detail-oriented professional with 15+ years of experience in augmenting company revenues, ensuring exceptional customer experience, delivering successful projects, and acquiring and retaining customers in local and international market. Proven track record of supporting clients in achieving goals, amplifying services quality, and nurturing strong and trusting relationships with customers. Capable of excelling in changing environments, generating desired results, identifying lucrative opportunities, and initiating strong strategic plans. Expert in collaborating with all levels of organization and external stakeholders by utilizing strong communication, interpersonal, and management skills. Ability to maintain the highest professional ethics, standards, and practices. Creative planner with competencies in understanding the big picture, envisioning solutions, and executing with ease across organizational, while maintaining credibility and trust, and fostering prosperous environments for change. Proven expertise in:

●Customer Services Management

●Client Acquisition & Retention

●Project Full life-cycle Management

●Issues Identification & Resolution

●Client Relationship Management

●Business Development & Growth

●Cross-department Collaboration

●Team Building & Leadership

PROFESSIONAL EXPERIENCE

Stax Payments – Orlando, FL

Accounts Receivables/ Billing Manager 2023 to Present

Created SOPs to ensure policies and procedures for Collections, Billings, Refunds, and overall best practices were adhered to.

Streamlined process improvements for more efficiency within the development.

Key Contributions:

Ensured the accuracy and timely billings of all merchants.

Managed the day to day resolution of past due balances.

Vendor management for outside collection agency.

Fox 35 News – Lake Mary, FL

Credit / Collection Manager 2021 to 2023

Delivered guideance and strategy to Account Executives to ensure successful collections on their accounts receivables.

Streamline and improve routine operations by ensuring on-time completion of tasks and smooth workflow. Attain optimal outcomes by coordinating all aspects of accounting tasks while maintaining high-level accuracy. Leverage strong professional exposure and expertise while supporting individuals.

Key Contributions:

Managing the credit and debit workflows for three different stations.

Managed new account openings by ensuring accuracy in collected information and timely decisions.

Webster Five, Auburn MA

AVP Collection Manager / Loan Servicing Asst. Manager, 2014 to 2021

Built strong rapport among peers and senior management for reducing collections from 1.9 bases points to under 0.5. in just first year of hiring by efficiently directing loan losses and charge offs of the organization.

Performed a wide range of tasks, such as creating monthly and quarterly reports and records, proceeding and evaluating cancellations of automobile insurance, and handling record retention guidelines. Led and supervised routine collection operations, such as communications and mailing to borrowers and administering all short sales, foreclosures, modifications, VSI claims, PMI claims, bankruptcies and field inspections. Optimized E-Oscar for administering and handling reporting of Credit Bureau reporting.

Key Contributions:

Amplified donations by $10k and participation rate from 69% to around 98% while acting as a chair of united way committee in an efficient manner.

Leveraged strong professional proficiencies and competencies while coaching and training employees towards work excellence and maintaining workflow for more than 10 team members.

Played an integral role as a chair of the United Way Committee for the past five years and participated in Employee Recognition Committee for past two years.

Millbury FCU, Millbury MA

Collections Supervisor, 2008 to 2014

Enhanced operational efficiency by coordinating regular collection tasks of the department and overseeing overdraft privilege programs and repossessions.

Analyzed day-to-day performance indicators and communicated with employees for encouraging awareness and performance. Supervised multiple performance and productivity objectives with call management system, scheduling software, payroll, adherence, and other systems. Provides leadership, guidance, and feedback on individual performance using side-by-side coaching, call monitoring and customer. Created and fostered a trusting and engaging work environment with a focus on employee retention. Collected data and generated thorough reports regarding loan losses for updating top management in decision-making.

EDUCATIONAL BACKGROUND

Master’s in Business Administrations Isenberg School of Management UMass Amherst, Amherst MA, 2019

Bachelors in Legal Studies Becker College, Worcester MA, 2003

PROFESSIONAL DEVELOPMENT

Computer and Information Technology Certificate Project Management Certificate

AWARDS

Inspire by Example United Way (2018) 1st Place Share the Care within Community (2018) Outstanding Customer Service Excellence (2017)

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, and PowerPoint) Six Sigma - Lean Management Hubspot IRIS Billing Pkatforms Netsuite Salesforce

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