Melainie Brandon
San Antonio
Summary
Dynamic Member Advocacy Advisor at USAA Federal Savings Bank with a proven track record in relationship building and risk assessment. Expert in navigating compliance requirements while enhancing customer satisfaction. Recognized for driving client retention through exceptional service and effective problem-solving, contributing to a significant increase in client loyalty.
Overview
31
31
years of professional experience
Work History
Member Advocacy Advisor
USAA Federal Savings Bank
07.2016 - 04.2025
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Navigated complex regulatory requirements to ensure compliance in all advisory activities.
- Enhanced advisor skills and knowledge through continuous professional development program, elevating service quality.
Reservations Manager
Hyatt Hotels and Resorts
11.1993 - 05.2012
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Participated in industry events or networking opportunities to build relationships with travel partners or industry professionals for referral business generation purposes.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Consulted with central reservations to discuss new rate plans and promotions.
- Contributed innovative ideas to improve reservation management software functionality based on user experiences.
- Led cross-functional projects aimed at streamlining communication between departments involved in the guest booking journey.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Generated and reported performance metrics to management to inform decision-making.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Launched quality assurance practices for each phase of development
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Education
GED -
Iowa Cental Comminity College
Stork Lake IA03-1992
Skills
- Analytical thinking
- Time management
- Critical thinking
- Written communication
- Relationship building
- Problem-solving
- Conflict resolution
- Training and mentoring
- Presentations and public speaking
- Decision-making
- Compliance requirements
- Research
- Customer service
- Active listening
- Goal setting
- Risk assessment
- Emotional intelligence
- Regulatory compliance
- Empathy and understanding
- Interpersonal communication
- Excellent communication
- Attention to detail
- Multitasking Abilities
- Staff supervision
- Task prioritization
- Conflict management
Timeline
Member Advocacy Advisor
USAA Federal Savings Bank
07.2016 - 04.2025
Reservations Manager
Hyatt Hotels and Resorts
11.1993 - 05.2012
GED -
Iowa Cental Comminity College
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