Melinda DeBoer
Manager
Sacramento,CA
Summary
To gain a Lead position within the company and bring along a broad knowledge of processes and procedures, and a strong ability to follow through to ensure that the team achieves mutually understood targets. Strive to ensure that a high degree of relationships is maintained between staff and Colleagues. Career Overview Reliable Customer Service Representative with an extensive track record in demanding account management environments. Leader and able to support and do in-depth research to resolve complicated issues thinking outside the box for the best results for the customer and company. Exceptional Lead Support Representative dedicated to employee development.
Overview
14
14
years of professional experience
Work History
Manager
AT&T Construction & Engineering
10.2021 - 07.2023
- Managed the Western Region Construction & Engineering Department Specifically Contracts,Payments and accounting.
- Supervised and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Prepared, checked, and coordinated documentation to support component design and application.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Verified completed projects met approved time, quality, and cost estimates.
- Reconciled accounts and investigated variances.
- Completed clerical and data entry tasks to optimize financial procedures.
Senior Operations Analyst
Granite Payment Alliance
04.2016 - 08.2021
- Trained all new employees and provided support to them on a daily basis, checked overall work from employees to ensure merchants are not impacted by errors, and provided feedback to employees to ensure understanding of the process and to help improve the percentage of errors in the future.
- Handle Merchant and Banker escalations to ensure they are happy with the outcome.
- Work and process ACH refund requests from Employees and Bankers for the merchant when needed.
- Pulled Daily risk reports and send them to banks, Check Risk daily, and notified merchant of Risk settings.
- Prepare and sent Notifications to merchants and offset their accounts for Visa, MasterCard, Amex rejects.
- Set up and Provided access to merchants for online reporting.
- Built files for new merchants and ordered hardware or access to software (i.e.
- Terminals, Software, Gateway, POS).
- Update merchant's file and banking information, Create PCI account and answered PCI questions and insured merchants are PCI compliant.
- Support bankers and sales reps on a daily basis, providing pricing for equipment and questions about services for products we offer.
- Update Accounting database with all pricing going in or out every month for bank residuals.
- Create training tools and documents, create welcome kits, and sent to merchants, Train merchants and bankers on new equipment and systems.
- Researched deposits, batches, and card transactions and Provide card information and how to correct errors.
- Educated merchants on how to read statements, Upload chargeback and retrievals, and support merchants with questions on how to avoid chargeback in the future.
Lead Support Representative
Golden 1 Credit union
03.2013 - 03.2016
- As a Golden 1 Support Representative, my main duties are but not limited to Helping Member Service Representative as well as all back offices within the credit union and Branch management and staff with system questions policies and procedures, help with trouble shooting in-depth situations.
- Took over escalated calls to find the best resolution to retain our Members and provided coaching feedback after listening to calls to provide training and guidance.
- Prepared reports and tracking to fill any gaps for training, procedures, and workforce.
- Audit call center to ensure we are following federal regulations.
Member Service Relationship Specialist
Golden 1 Credit union
10.2011 - 03.2013
- In this position, I ensured that members receive the highest level of service available in a professional, efficient, and courteous manner.
- Scanned members account and profile to identify best financial option available to the member’s financial needs.
- Cross-sold products and services to members to gain trust and to build a professional relationship.
- Possessed loan applications and new account applications.
- Sent over referrals to a financial adviser for member’s investment goals Communicate and coordinate sales tactics and referral training to the member service representative.
Member Service Representative
Golden 1 Credit union
12.2009 - 10.2011
- As an MSR, facilitating information flow between customer service, account management operations, quality assurance, training, and payroll departments to guarantee call center objectives were met.
- Assisted members with all their inquiries on their accounts and loans.
- Basic inquiries included Balances, loan payoffs, Fraud inquiries and claim to process, stop Payments, statement copies, and other credit union document requests.
- Monitor Fraud and Provided members with options and future fraud prevention options.
- Exceeded sales referrals every month.
Education
GED -
Tongue Point Job Corps
Astoria, OR06.1997
Skills
- Microsoft suites
- Banking
- Client Relationship Management
- Call center
- Coaching
- Data Analysis
- Customer service
- Financial Management
- Accounts Payable and Accounts Receivable
- Quality assurance
- Reporting
- Sales
- Manage Contracts
- Business Management Principles
Timeline
Manager
AT&T Construction & Engineering
10.2021 - 07.2023
Senior Operations Analyst
Granite Payment Alliance
04.2016 - 08.2021
Lead Support Representative
Golden 1 Credit union
03.2013 - 03.2016
Member Service Relationship Specialist
Golden 1 Credit union
10.2011 - 03.2013
Member Service Representative
Golden 1 Credit union
12.2009 - 10.2011
GED -
Tongue Point Job Corps