Martha Melvin

• Provided customer service by addressing inquiries and resolving issues promptly.
• Maintained accurate records of resident interactions and services provided using property management software.
• Trained new front desk associates on procedures and best practices to enhance team performance.
• Rewrote the Front Desk Procedures handbook to create a more up-to-date version.
• Handled high-pressure situations calmly, maintaining professionalism at all times.
• Greeted visitors and residents upon arrival, offered assistance, and answered questions.
• Received and reviewed Architectural Review applications received at the Front Desk. If something was missing, I requested this information from the resident.
• Developed strong rapport with returning guests through attentive service and personalized interactions.
• Assisted in training new hires on front desk operations, contributing to overall team cohesion and productivity.
• Answered customer telephone calls promptly and handled appropriately needs.

Coordinated patient transportation to and from doctor appointments, ensuring timely arrivals and departures.

• Took calls from patients to schedule them for a certain date/time to be delivered to hospitals for a doctor visit.
• Coordinated with the van drivers to get these patients to their appointments.
• Took calls from patients when they had completed their appointment and were ready to go home.
• Worked with the van drivers to get these individuals back home, deciding which van was in the area and could do this run.

Positions with IRS:

• Typist for Auditors
• Secretary to the attorneys for the IRS
• Manager of the secretaries for the attorneys
• Executive Secretary to a top IRS executive
• Analyst to the same IRS executive

The final job with IRS was a Publications Analyst. These duties consisted of:

• Facilitated training sessions on new software tools, enhancing team proficiency.
• Collaborated with all Divisions of the IRS to make Notices sent to the taxpayers easier for them to understand.
• Collected and streamlined information from all areas of the team to send forward to managers.