Open To Work
Melissa Clark
Boonton,NJ
Summary
Dynamic, results-oriented professional with a robust work ethic and meticulous attention to detail, recognized for delivering exceptional outcomes through a diverse skill set and extensive experience. Proven track record in effectively managing and leading teams, focusing on implementing process improvements that significantly enhance operational efficiency and productivity. Strong problem-solving and communication abilities foster collaboration and drive team success in fast-paced environments. Committed to continuous improvement and excellence in all endeavors.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Supervisor, Steep Slope Warranty Claims (Enhanced)
GAF
07.2024 - Current
- Promoted to The Enhanced Steep Slope Team July 2024
- Lead a 12 member team.
- Supervised daily operations, ensuring compliance with enhanced warranties and company policies.
- Trained new staff on operational procedures and equipment usage for improved efficiency.
- Implemented process improvements, enhancing workflow and reducing downtime in production areas.
- Monitored team performance, providing feedback to optimize productivity and teamwork.
- Resolved operational issues promptly to minimize disruptions in service.
- Developed training materials to standardize procedures across teams.
- Fostered a collaborative team environment to boost morale and engagement.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Supervisor, Steep Slope Warranty Claims (Standard)
GAF
11.2018 - 06.2024
- Supervised daily operations, ensuring compliance with standard warranties and company policies.
- Trained and mentored team members on effective work practices and operational procedures.
- Oversaw team scheduling, approved weekly E-Time for payroll.
- Handled escalated claims, including large claims presentations on Google slides to be presented to the Executive Leadership Team.
- Managed team resources, conducted regular one on ones meetings and organized weekly team meetings.
- Administered HR tasks such as hiring, onboarding, and off boarding while ensuring documentation is current and organized for each team member.
- Ensure team members are well versed in procedures, policies, and guidelines, while fostering a positive work environment and delivering exceptional customer service.
- Efficiently managed workload in PeopleSoft according to Service Level Agreements and Key Performance Indicators.
- Promoted collaboration and time management techniques to enhance productivity and encourage a unified team culture.
- Identify coaching opportunities and encourage a cohesive team mindset.
- Provide comprehensive ongoing training to team members and facilitate their professional development.
- Monitor performance and recommend disciplinary action when necessary.
- Communicate issues to management, the Legal Department, and Human Resources.
- Utilizing and understanding knowledge of process and systems, suggest better ways of working including enhancements to ensure efficiency in the team and system utilization.
- Collaborate with other Supervisors to share best practices and engage in process improvement initiatives.
- Participate in legal depositions as required.
- Ensure team members maintain a positive and professional phone demeanor, monitoring calls for quality and providing constructive feedback for improvement. Additionally, conducted quality reviews of claim files and addressed performance issues through coaching and documented feedback.
Warranty Claims Specialist – Golden Pledge Warranties
GAF
10.2017 - 11.2018
- Reviewed and processed claims efficiently, ensuring compliance with enhanced warranties and company policies and procedures.
- Maintain a high priority level of customer service to internal and external customers including customer’s perspective when making decisions or taking action on the claim to meet the customer’s needs beyond what is required.
- Collaborated with cross-functional teams to resolve complex claims issues effectively.
- Seeks unique solutions with measurable value for the internal and external customers.
- Maintains a closing ratio of 75% or better on claim files.
- Review weekly and monthly inventory reports to ensure work is followed up within the 5 day or 30 days requirements.
- Provide quality excellence to ensure all audits result in a score of 95% or better.
- Provide timely and professional communication with a score of 95% or better.
- Provide excellent service to the Sales Department by reviewing the TM alert report and keeping the lines of communication open for all claims with TM involvement.
Warranty Claims Specialist – Standard Warranties
GAF
03.2017 - 10.2017
- Audit Score of 100% for claims in 2017. Proven ability to contribute as a high performer.
- Call score of 99.7% for claims in 2017. Quality shows ability to learn technical understanding of roofing by handling calls effectively and able to adapt in a new position.
- Received many accolades from internal and external customers
- After 6 months, promoted to Golden Pledge Warranties
Customer Services Representative-Guarantee Services
GAF
03.2015 - 03.2017
- Provides exceptional customer service to all customers in a call center environment.
- Interacts with internal and external GAF customers via phone and email to assist with all inquiries relating to the guarantee issuance and transfer processes to obtain guarantees and certificates.
- Successfully processes the registrations, approvals, and issuance of guarantees in a timely manner per GAF’s requirements.
Self-Employed Child Care
01.2006 - 01.2015
Real Estate Mortgage Inc.
01.2002 - 01.2006
Processing/Operations Manager
Weichert Financial
01.1998 - 01.2002
- Successfully processed mortgage applications from opening, processing, underwriting, closing, and post closing, meeting all contract and commitment dates. Closed on average 35 loans per month.
- Managed heavy pipelines with little or no errors.
- Reorganized and streamlined the mortgage process to ensure quick turnaround times to meet fast closing dates.
- Trained new co-workers on the mortgage process and computer systems.
- Managed a small satellite office of 5 employees.
Administrative Assistant to V.P. of Operations, Team Leader, Underwriter
Weichert Financial
01.1998 - 01.2002
- Directed recruitment and retention of supervisors and staff of over 100 employees.
- Trained, supervised, and evaluated staff. Experience working individually as well as with a group of team members to empower to work to fullest potential. Also designated to create and perform employee evaluations.
- Additional responsibilities included preparing and reviewing weekly, monthly, and quarterly reports to ensure all commitment and rate lock dates were met, 24 hour turnaround times were decreased to same day turnaround time for credit decisions, and all lender requirements followed for each specific program for the customer.
- Successfully refined and implemented new processing timelines. Evaluated team member’s workflow and introduced ways to help cut processing times, organize the workflow to meet or exceed any commitment or expiration dates, as well as increase customer service satisfaction.
Education
M.B.A. -
University of Phoenix
01.2012
B.A. - Marketing
Rider University
Lawrenceville, NJSkills
- Salesforce proficiency
- Advanced skills in Microsoft Word, Excel, and PowerPoint
- Skilled in utilizing Google Suites tools
- Experience with PeopleSoft
- Workday proficiency
- ADP software proficiency
- Team leadership
- Coaching and guidance
- Service excellence
- Critical thinking for problem-solving
Accomplishments
- Collaborated with IT to implement a BOT automation program, streamlining manual processes and improve overall workflow efficiency.
- Standardized internal communication by introducing a consistent note taking format that included status updates and action plans, reducing miscommunication across team as well as help alleviate some phone calls to examiners.
- Reduced invoice processing time from over 120 days to under 30 days by identifying bottlenecks and driving cross-functional process improvements.
- Designed and implemented a centralized Google Drive training repository to onboard and support new team members, improving training consistency and reducing ramp-up time.
- Spearheaded process enhancements that increased team productivity and supported sustainable knowledge transfer across departments.
Certification
- Inclusive Mindset
- Inclusive Leadership
- Managing Conflict
- Having Difficult Conversations: A Guide for Managers
- Creating a Culture of Collaboration
- Collaborative Leadership
- GROW Coaching
- GAF Business Acumen
- Managing Successful Hybrid Teams
- Manager Development: Inside Out Coaching
- GAF’s Careful Communication and Letter Writing Workshop
- 7 Habits for Sales Operations
- 15/Five Manager Accelerator
- HR All Hands Call Call
- GAF Safety Focus
Work Preference
Work Type
Full TimeLocation Preference
RemoteWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Supervisor, Steep Slope Warranty Claims (Enhanced)
GAF
07.2024 - Current
Supervisor, Steep Slope Warranty Claims (Standard)
GAF
11.2018 - 06.2024
Warranty Claims Specialist – Golden Pledge Warranties
GAF
10.2017 - 11.2018
Warranty Claims Specialist – Standard Warranties
GAF
03.2017 - 10.2017
Customer Services Representative-Guarantee Services
GAF
03.2015 - 03.2017
Self-Employed Child Care
01.2006 - 01.2015
Real Estate Mortgage Inc.
01.2002 - 01.2006
Processing/Operations Manager
Weichert Financial
01.1998 - 01.2002
Administrative Assistant to V.P. of Operations, Team Leader, Underwriter
Weichert Financial
01.1998 - 01.2002
B.A. - Marketing
Rider University
M.B.A. -
University of Phoenix