Melissa Carlile

In 2018 I was instrumental in starting Forever Clean Gutters. Together with two other people we were able to go from one office in St. Charles to 4 offices in four different states. I handled over 100 incoming and outgoing phone calls daily. I implemented a Crm that was able to track production, Sales Reps appointment schedules and Sales Contracts. It tracked every aspect of our company. I was in charge of payroll through Quick Books. I handled all processing of finance documents for customers from start to finish of production and collection and processing of all payments. I was in charge of all response to reviews from Google, BBB etc. Both positive and negative. I ordered materials, handled all Customer Service issues and appointment scheduling until we grew and were able to expand our team. Then I was in charge of interviewing and hiring. I maintained the highest level of integrity with our customers both satisfied and the customers that had issues. I maintained a positive and productive work environment with out installers and subcontractors while holding the crew accountable for deadlines. We became a million dollar company the first year in business.

• Devised processes to boost long-term business success and increase profit levels.
• Helped build and review master service agreements for work eligibility.
• Investigated and resolved departmental non-conformances.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Reviewed shift reports to understand current numbers and trends.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Managed 50 team members across 4 departments.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Interacted well with customers to build connections and nurture relationships.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Reported issues to higher management with great detail.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Trained and guided team members to maintain high productivity and performance metrics.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Handled incoming and outgoing correspondence, including mail, email and screened telephone calls and inquiries and directed them as appropriate. Organized personal and professional calendars and supplied reminder of upcoming meeting and events. Attended business meetings and took meeting minutes. Verified and logged in deadlines for responding to daily inquiries. Handled all scheduling of appointments for Sales Reps and Installers and maintained a positive work environment with the customers, installers and Sales Representatives.

• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Responded to customer requests for products, services and company information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Cultivated customer loyalty, promoted repeat customers and improved sales.
• Answered constant flow of customer calls with minimal wait times.
• Communicated with vendors regarding backorder availability, future inventory and special orders.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Analyzed and reported on key performance metrics to senior management.
• Developed and implemented strategies to maximize customer satisfaction.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Developed systems and procedures to improve operational quality and team efficiency.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Interacted well with customers to build connections and nurture relationships.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Assisted in recruiting, hiring and training of team members.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Trained new employees on proper protocols and customer service standards.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Reported issues to higher management with great detail.

I maintained and successfully rented out storage units as well as maintained the strip mall that was connected to the property. I collected lease payments, sent out late notices and handled all customer service issues as well as advertising for new tenants. I scheduled all issues related to the units and scheduled the necessary repairs. I handled irate customers that were late on payments and had their units double locked while maintaining the highest level of integrity for the company and for the tenant.

• Evaluated and recommended changes in rental pricing strategies to remain competitive in market.
• Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
• Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
• Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
• Prepared specifications, solicited bids and approved subcontracts for building services.
• Handled disciplinary actions, performance appraisals and terminations of company staff.
• Followed up on delinquent tenants and coordinated collection procedures.
• Maintained original leases and renewal documents in digital and hardcopy format for property management office.
• Coordinated with janitorial and engineering staff on maintenance and upkeep.
• Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed.
• Completed final move-out walk-throughs with tenants to identify required repairs.
• Maintained sufficient number of units market-ready at all times.

• Assessed processes and procedures, complying with OSHA and HIPAA regulations.
• Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
• Developed policies and procedures for effective practice management.
• Created and implemented organizational policies and procedures.
• Built relationships with physicians to create steady referral pipeline.
• Provided proper scheduling of patients, ensuring timely and effective allocation of resources and calendars.
• Consulted with healthcare professionals on business decisions.
• Addressed and remedied all patient or team member issues.
• Developed close working relationships with front office and back office staff.
• Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.