Melissa Gray
Gardendale,AL
Summary
Well-qualified Marketing Coordinator & Customer Service Lead familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.
Overview
4
4
years of professional experience
Work History
Marketing Operations
Independent Marketing Brand Management Contractor
- Steering complete array of marketing & communication as well as brand management operations for a variety of clients across the South East, Involved in concept designing and activation of marketing promotions, activities, and campaigns, Devising & educating field marketing programs including customer walk-in and awareness-building campaigns, Managing media relations, product launches, advertising, sales collateral, and tradeshow marketing, Creating and managing a detailed marketing plan that includes drafting marketing strategy, budgeting, cross brand marketing initiatives based on detailed analysis of sales and objective, Developing effective vendor relations with AD, PR, Event Press & Publication and Print Agencies, Managing PR initiatives & coordinating with agency to get maximum benefits from events & CSR initiatives undertaken, Tracking competition, consistent price benchmarking, competitor’s promotional activities as well as new entrants in the market, Conducting extensive market research in the catchment area for new clients
Loan Servicing CSS
loanDepot LLC
01.2021 - Current
- Outbound and inbound calls, Processing Payments using repay software, Escrow Account Specialist, Insurance Account Specialist, Claims, Successor In Interest Claims, Working closely with originations to provide closing disclosures, Research team inputting task to complete for cash movement, loanDepot HR team development (Helping write new training material in One Note)
- Maintained detailed records of all borrower interactions, aiding in effective account management and informed decision making.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Collaborated with other departments to streamline loan servicing processes, resulting in increased efficiencies and improved borrower experiences.
- Acted as a liaison between borrowers and loan officers, ensuring clear communication channels were maintained throughout the loan servicing process.
- Improved customer satisfaction ratings by addressing concerns promptly and providing clear explanations of complex loan terms.
- Assisted borrowers in understanding the terms of their loans, answering any questions and providing guidance on available payment options to promote successful repayment plans.
- Assisted in the resolution of escalated borrower issues, resulting in improved client relations and increased account retention.
- Conducted thorough research on borrower accounts to identify discrepancies and ensure accurate loan balances for reporting purposes.
- Coordinated with internal departments to facilitate seamless loan transfers, minimizing disruptions for borrowers.
- Contributed to team success by sharing best practices and collaborating on process improvements for enhanced overall performance.
- Managed high-volume workload within strict deadlines, prioritizing tasks based on urgency and importance for optimal productivity.
- Processed payments and applied to customer balances.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Marketing Operations
AmeriSave Mortgage Corporation
01.2020 - 01.2021
- Outbound and inbound calls, Working in Bria Software, Helping customers better understand different loan programs, Maintaining a positive, empathetic, and professional attitude toward customers always, Responding promptly to customer inquiries, Communicating with customers through various channels, Acknowledging and resolving customer complaints, Knowing our products inside and out so that I can answer all concerns or questions, Keeping records of customer interactions, comments, and complaints, Team Captain for a team of 18-20, Ensure customer satisfaction and provide professional customer support
- Increased brand awareness by developing and executing targeted marketing campaigns.
- Mentored junior team members, fostering professional development and enhancing overall team performance.
- Implemented CRM system for better management of customer data and enhanced targeting capabilities.
Education
Business Management - Business Administration And Management
Jefferson State Community College
Birmingham, AL05.2001
Skills
- Data-driven decision-making
- Content Strategy
- Performance Analysis
- Cross-Functional Collaboration
- Campaign Management
- Staff Management
- Customer Acquisition
- Customer Relationship Management (CRM)
- Creative Direction
- Marketing campaigns
- Data Analytics
- Social Media Platforms
- Repayment plan structuring
- Fair debt practices
- Credit adjustments
- Collections processing
- Delinquent account management
- Debt management
Accomplishments
- Supervised team of 12 staff members.
- Achieved Beta Testing by introducing Agent Portal for Payments & Billing tasks.
- Collaborated with team of 10 in the development of The Company Master One Note.
- Documented and resolved double billing issue which led to fixing the bugs in the software.
Timeline
Loan Servicing CSS
loanDepot LLC
01.2021 - Current
Marketing Operations
AmeriSave Mortgage Corporation
01.2020 - 01.2021
Marketing Operations
Independent Marketing Brand Management Contractor
Business Management - Business Administration And Management
Jefferson State Community College
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