Melody Witteman
San Antonio,TX
Summary
Years of results-driven accounts payable / receivable, billing and payroll, experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach.
Overview
25
25
years of professional experience
Work History
Member Service Specialist II
USAA Insurance
06.2009 - 06.2012
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Successfully handled high volume of inbound calls while representing offerings such as new lines of business, [Product], and personalized polices to best fit members needs.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Played a pivotal role in retaining valuable clients during challenging situations through proactive communication and problem-solving skills.
- Delivered functionality assistance via phone and online service platforms.
- Stayed up-to-date on industry trends as well as organizational product offerings, ensuring expert delivery of advice and recommendations.
- Organized successful member events that enhanced engagement and showcased the value of membership benefits.
- Championed company values by consistently demonstrating exceptional work ethic, integrity, and commitment to customer service excellence.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Resolved complex issues with tailored solutions, ensuring positive outcomes for both members and the organization.
- Streamlined account management processes for increased efficiency and accuracy in handling member accounts.
- Collaborated with cross-functional teams to develop new initiatives aimed at improving member experience.
- Identified areas of improvement within internal processes and contributed ideas for streamlining operations while maintaining compliance standards.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Implemented effective strategies to upsell products and services, leading to increased revenue generation for the organization.
- Prepared detailed reports on call volume data analysis which led to improved call center efficiency.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed and updated databases to handle customer data.
- Created and maintained detailed database to develop promotional sales.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
P&C Insurance Agent
Allstate Insurance Co
02.2005 - 06.2009
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Established a solid reputation within the community as a knowledgeable and reliable resource for all things insurancerelated.
- Developed and implemented marketing strategies to boost sales and increase customer base.
- Negotiated favorable terms on behalf of clients by leveraging industry knowledge during interactions with carriers.
- Streamlined administrative tasks, improving overall office efficiency and productivity.
- Created detailed reports for management to track performance and sales.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
- Analyzed customer needs to provide customized insurance solutions.
- Analyzed risk factors to recommend appropriate coverage levels.
- Calculated premiums and established payment methods for sales.
- Finalized sales and collected necessary deposits.
- Collected premiums on or before effective date of coverage.
- Developed and implemented promotional strategies to increase customer base.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Designed presentations and marketing materials to promote insurance products.
Administrative Assistant / Inventory Specialist
Custom Forest Products
02.2001 - 11.2004
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date.
- Monitored and adjusted inventory levels to meet customer needs and demands.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Completed stock inventories to identify and address issues negatively impacting controls.
- Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
- Developed and implemented strategies to keep stocks organized and reduce excess inventory.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Developed inventory reports to provide management with comprehensive data on inventory levels.
- Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
- Reduced stock shortages by closely monitoring inventory levels and promptly ordering necessary supplies.
- Implemented systems for tracking and managing stock levels with accuracy and precision.
- Assisted in implementing a new inventory management system, resulting in more accurate record-keeping and reduced errors.
- Streamlined warehouse organization for improved efficiency in locating items and fulfilling orders.
- Leveraged data analytics to forecast inventory needs more accurately, reducing instances of stockouts and overstock.
- Established protocols to use for inventory control and management, streamlining internal process.
- Ensured compliance with regulations concerning hazardous materials storage, contributing to a safe working environment.
- Collaborated with sales and marketing teams to ensure accurate representation of available inventory on company website and promotional materials.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Processed required paperwork to expedite handling of shipped and received goods.
- Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
- Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
- Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.
Accounts Officer
Big Tex Air Conditioning
01.2000 - 01.2003
- Maintained strong vendor relationships through timely payments, effective communication, and proactive issue resolution.
- Increased efficiency in accounts receivable management by creating an organized system for tracking incoming payments and issuing timely reminders to clients.
- Supported audit preparations by organizing financial documents, ensuring proper record-keeping, and addressing auditor inquiries promptly.
- Ensured accurate and timely payroll processing with strict adherence to company policies and government regulations.
- Enhanced internal controls by recommending improvements to existing policies, procedures, and documentation protocols within the Accounts Administration department.
- Improved cash flow management by closely monitoring outstanding invoices and implementing prompt collection strategies.
- Optimized tax filing processes by maintaining up-to-date knowledge of regulatory changes and coordinating with external tax consultants as needed.
- Enhanced financial reporting accuracy by reconciling discrepancies in accounting records and diligently reviewing financial statements.
- Reduced errors in financial data entry by maintaining thorough knowledge of accounting software features and capabilities.
- Conducted regular financial analysis to identify trends and anomalies, allowing for proactive decision-making in response to potential issues or opportunities.
- Supported the annual budgeting process by collaborating with department managers to develop accurate projections of revenues and expenses based on historical data and anticipated future activities.
- Monitored daily tracking of open opportunities and compliance items.
- Set up new business accounts on internal systems and processed corporate actions and other adjustments.
- Reviewed incoming compliance items for conformity with governing documents.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Supported financial director with special projects and additional job duties.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Established and checked coding procedures, monitored reports and updated internal files.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Utilized financial software to prepare consolidated financial statements.
Education
Associate of Science - General Business Managment
Alamo Colleges
San AntonioSkills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Computer Proficiency
Conflict Resolution
Money handling abilities
Microsoft Excel
Payment Processing
Microsoft Outlook
Scheduling
Paperwork Processing
Appointment Scheduling
Team Development
Microsoft Office Suite
Microsoft PowerPoint
Data Collection
Staff Training
Multi-line phone talent
Order Fulfillment
Recordkeeping strengths
Account updating
Account Management
Spreadsheets
Administrative Support
Office equipment proficiency
Escalation management
System implementation
Record preparation
Report Generation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Part TimeFull TimeLocation Preference
RemoteHybridImportant To Me
Company CultureFlexible work hoursWork from home optionCareer advancementQuote
Each problem that I solved became a rule, which served afterwards to solve other problems.
Rene Descartes
Timeline
Member Service Specialist II
USAA Insurance
06.2009 - 06.2012
P&C Insurance Agent
Allstate Insurance Co
02.2005 - 06.2009
Administrative Assistant / Inventory Specialist
Custom Forest Products
02.2001 - 11.2004
Accounts Officer
Big Tex Air Conditioning
01.2000 - 01.2003
Associate of Science - General Business Managment
Alamo Colleges