Melissa Cain
West Allis
Summary
Operations professional a background in managing projects. Known for collaborative approach and commitment to delivering high-quality results. Dependable and adaptable, consistently meeting changing demands of business.
Overview
21
21
years of professional experience
Work History
Director of Opersations
University Accounting Service
02.2025 - Current
- Oversees daily operations across multiple departments, ensuring efficient execution of tasks.
- Oversees day-to-day production activities in accordance with business objectives.
- Oversees successful implementation of operational strategies and policies to drive productivity.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Work with compliance to ensure operations is following regulatory and state laws
Manager of Operations
University Accounting Service
06.2022 - 02.2025
- Manage both employees both U.S based and overseas. Both back office and client relations
- Created job aids and training documents as needed
- Create and manage manual one time AdHoc mail merge letters
- Review client invoices for discrepancies against client contracts
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Worked with payment processing to streamline process and create job aids
- ensure posting of payment accurately
Manger
University Accounting Service
12.2017 - 06.2022
- Manage call center agents and supervisor.
- Review call stats, scheduling, training and interviews.
- Additionally, managed our operation team to ensure mail, reports and faxes were handled properly and routed to the correct area.
- Ensured the team stayed complaint handling consumer information.
- Cross-trained existing employees to maximize team agility and performance.
Customer Service Call Center Supervisor
University Accounting Service
06.2015 - 12.2017
- Handled Quality control of inbound/outbound calls both on shore and offshore
- Handled escalated calls, emails and personal inquiries.
- Assisted with client inquiries and facilitated training needs for employees.
- Interviewed potential candidates and maintained personnel files of employees.
Account Resolutions Specialist Team Lead
University Accounting Service
08.2008 - 06.2015
- Assisted in outbound calling campaigns to collection on delinquent accounts prior to being placed with a 3rd party agency.
- Handled escalated calls from team members prior to handing to a Supervisor for additional assistance if needed.
- Audited outbound dialing campaigns for US and Manila.
- Assisted in testing and training on new collection system and dialer system.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
Account Resolution Specialist
University Accounting Service
08.2004 - 08.2008
- Communicated with consumers via email and telephone to find a resolution to cure the delinquent accounts.
- Processed payments over phone
- Assisted with applying for benefits or payment arrangements if consumer was not able to cure account.
- Trained new hires on collection system and dialer systems.
Operation Support Specialist
University Accounting Service
02.2004 - 08.2004
- Maintained faxes, mail and reports for clients and consumers.
- Complied monthly/weekly reports and mailed to clients
- Data entry to maintain and update most current records for consumers
- Scanned and indexed documents for record keeping
- Routed calls through a multi-phone system line.
Education
High School Diploma -
Bay View High School
Bay View, WI06-2003
Skills
- Operational management
- Regulatory compliance
- Project management
- Employee training
Timeline
Director of Opersations
University Accounting Service
02.2025 - Current
Manager of Operations
University Accounting Service
06.2022 - 02.2025
Manger
University Accounting Service
12.2017 - 06.2022
Customer Service Call Center Supervisor
University Accounting Service
06.2015 - 12.2017
Account Resolutions Specialist Team Lead
University Accounting Service
08.2008 - 06.2015
Account Resolution Specialist
University Accounting Service
08.2004 - 08.2008
Operation Support Specialist
University Accounting Service
02.2004 - 08.2004
High School Diploma -
Bay View High School
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