Open To Work
Melainie Brandon
San Antonio
Summary
Dedicated professional with strong communication and problem-solving skills. Proven track record in enhancing member satisfaction and optimizing service processes.
Experienced Member Advocacy Advisor with a focus on conflict resolution and compliance training. Skilled in fostering member relationships and collaborating with teams to enhance service efficiency and satisfaction.
Overview
31
31
years of professional experience
Work History
Member Advocacy Advisor
USAA Federal Savings Bank
San antonio
07.2016 - 04.2025
- Resolved member inquiries through effective communication and active listening strategies.
- Educated members on services, benefits, and policies to foster better understanding.
- Maintained accurate records of interactions in CRM systems to support service delivery.
- Managed inbound calls professionally, ensuring high-quality member experiences.
- Collaborated with team members to optimize service processes for improved efficiency.
- Monitored daily activities to ensure compliance with federal banking regulations.
- Developed strong relationships with members to enhance satisfaction levels.
- Utilized problem-solving techniques and resource knowledge to address member issues promptly.
Citi Gold Representative
Citibank
San Antonio
11.2013 - 12.2014
- Assisted clients with account inquiries and transaction processing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Collaborated with team members to improve service delivery efficiency.
- Maintained accurate records of customer interactions and transactions.
- Supported compliance initiatives to adhere to banking regulations.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Participated in training sessions designed to improve overall job performance.
Reservations Manager
Hyatt Hotels and Resorts
Omaha
11.1993 - 05.2012
- Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
- Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase occupancy rates at hotel.
- Conducted regular meetings with team of reservation agents to discuss performance.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Handled emergency situations involving changes or cancellations of reservations due to unforeseen circumstances.
- Monitored call volumes and resolved customer inquiries to enhance service quality.
- Provided training for new reservation agents on computer systems and procedures.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Managed daily operations of reservations department to ensure smooth workflow.
- Trained and mentored staff on reservation systems and customer service practices.
- Developed and implemented reservation policies to streamline booking processes.
- Analyzed reservation data to identify trends and inform strategic decision-making.
- Ensured compliance with brand standards in all reservation procedures and communications.
- Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase occupancy rates at the hotel.
- Provided effective and efficient services to guests measured through key performance metrics.
- Coordinated activities between various teams within the organization related to reservations management.
- Utilized computer software to keep accurate records of revenue and booking levels.
- Developed and implemented policies for reservations management.
- Ensured compliance with government regulations related to hospitality industry booking practices.
- Coordinated with front desk staff to maintain maximum occupancy.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Proposed or approved modifications to project plans.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Produced thorough, accurate and timely reports of project activities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Education
GED -
Iowa Central Community College
Storm Lake, IA01-1993
Skills
- Member advocacy and customer service
- Conflict resolution and compliance
- CRM management and service optimization
- Effective communication and relationship building
- Problem solving and active listening
- Team collaboration and performance coaching
- Compliance training and project management
- Process improvement and emotional intelligence
- Group facilitation and solution-oriented approach
- Compliance requirements and empathy
- Analytical thinking and goal setting
- Critical thinking and presentation skills
- Attention to detail and adaptability
References
References available upon request.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridSalary Range
$22/hr - $1000/hrTimeline
Member Advocacy Advisor
USAA Federal Savings Bank
07.2016 - 04.2025
Citi Gold Representative
Citibank
11.2013 - 12.2014
Reservations Manager
Hyatt Hotels and Resorts
11.1993 - 05.2012
GED -
Iowa Central Community College