Customer Service Team Leader & Operations Manager

APOLLONIA MELVIN, Customer Service Team Leader

Jacksonville, 32221, 904-***-****, ***************@*****.*** SUMMARY Dedicated and results-oriented professional with over 10 years of experience in leadership, operational management, and client relations. Proven ability to recruit, train, and coach high-performing teams, ensuring operational success and client satisfaction. Expertise in financial reconciliation, problem-solving, and driving growth through strategic initiatives. Eager to leverage strong leadership and communication skills to mentor teams and enhance client engagement at AIL.

WORK EXPERIENCE

Night Auditor

Revinate

Reconcile daily transactions, credit card batches, and taxes for luxury hospitality clients utilizing Revinate, Navis CRM, and PMS (Opera, Maestro). Investigate billing discrepancies and generate daily occupancy and financial analytics to ensure 100% data integrity and prevent revenue loss. Manage complex overnight reservations and provide high-level guest support and technical troubleshooting with minimal supervision. Case Specialist

Select Quote Insurance Company

04/2015 – 11/2018

Processed term life insurance applications for top-rated carriers, maintaining consistent client communication throughout the underwriting process. Managed a high daily call volume to retrieve crucial data and provide status updates, ensuring final application decisions were met. Specialized in complex policies, including Trust, Key-Man, and Buy-Sell business policies for high-premium clients.

Center Manager

Advance America

09/2010 – 04/2015

Directed daily procedures, including financial management, supply inventory, and weekly/monthly audits to ensure center success. Recruited and trained a high-performing team through real-time observation and goal-oriented coaching.

Managed delinquent accounts and implemented local marketing strategies to increase brand partnerships and center growth.

Automated Logistical Supply Specialist (92A)

Army National Guard

EDUCATION

Florida State College at Jacksonville (FSCJ)

Associate of Arts

SKILLS Revinate CRM Navis

Property Management Systems

(PMS)

Opera PMS

Maestro PMS Financial Auditing

Data Entry Bookkeeping

Account Reconciliation Revenue Protection

Data Integrity Problem-Solving

Conflict Resolution Team Leadership

Operational Management Communication

Attention to Detail Leadership

Sales Coaching

Communication Performance Management

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