Melissa Gray
Gardendale,AL
Summary
Client-focused account and customer success professional with 6+ years of experience managing complex accounts, field-based operations, and regulated financial services. Proven ability to own client relationships end-to-end, drive retention and expansion, handle escalations, and operate independently in fast-paced, high-accountability environments. Comfortable traveling, leading executive conversations, and treating accounts like a business.
Overview
24
24
years of professional experience
Work History
Mortgage Processor & Account Specialist
LoanDepot
01.2021 - Current
- Serve as a primary point of contact for borrowers, internal teams, and stakeholders through high-volume inbound and outbound communications.
- Process payments using Repay software and manage complex escrow and insurance accounts.
- Act as an Escrow Account Specialist and Insurance Account Specialist, supporting account accuracy, compliance, and customer confidence.
- Manage Successor-in-Interest claims, ensuring proper documentation, compliance, and timely resolution.
- Partner closely with originations to deliver accurate closing disclosures and support loan lifecycle milestones.
- Collaborate with research teams by submitting and tracking tasks related to cash movement and account reconciliation.
- Contributed to HR training development, helping write and refine new training materials in OneNote.
- Selected for Beta Testing initiatives supporting internal software development and workflow improvements.
- Member of the Support Hub, assisting colleagues with live calls, escalations, and best practices.
- Provide default prevention support by educating borrowers on payment plans, forbearance options, and mortgage assistance programs.
- Bring 6+ years of escrow education, serving as a subject matter resource across teams.
- Mentor team members on regulatory changes impacting mortgage processing procedures.
- Optimized workflow efficiency by prioritizing tasks based on client needs and deadlines, ensuring timely completion of loans.
Account Manager / Field Operations Specialist
Hawkeye Intelligence
United States
01.2019 - Current
- Manage client relationships for a private investigative firm supporting legal, corporate, and property-related clients nationwide.
- Serve as a trusted point of contact, coordinating service delivery, timelines, and expectations across multiple jurisdictions.
- Execute sensitive field operations, including service of process, requiring discretion, accuracy, and compliance.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Actively sell Hawkeye Intelligence services, identifying client needs and recommending appropriate investigative solutions.
- Handle escalations, urgent requests, and high-stakes situations with professionalism and emotional intelligence.
- Maintain detailed documentation, proof of service, and client updates to ensure transparency and trust.
- Travel extensively and operate independently, demonstrating a strong ownership mindset and accountability.
- Developed and maintained strong client relationships, ensuring satisfaction and retention.
- Managed contract negotiations, resulting in favorable terms for clients and the company.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Boosted client retention by developing and implementing comprehensive account management strategy.
Customer Service Representative / Team Captain
AmeriSave Mortgage
01.2019 - 01.2021
- Managed inbound and outbound customer communications, resolving complaints and service issues with empathy and professionalism.
- Educated customers on loan programs, processes, and next steps to improve understanding and satisfaction.
- Worked extensively within Bria Software to document interactions and manage workflows.
- Maintained detailed records of customer interactions, inquiries, and resolutions.
- Selected as Team Captain for a team of 18–20 representatives, providing peer support and guidance.
- Completed Loan Officer SAFE Exam training, strengthening regulatory and product knowledge.
Marketing & Brand Management Contractor
Campus Publishing / Renegade Marketing
01.2002 - 01.2019
- Led full-spectrum marketing, brand management, and communication strategies for clients across the Southeast.
- Designed and executed digital promotions for online coupon books and client campaigns.
- Developed marketing concepts, activation strategies, and field marketing programs to drive awareness and engagement.
- Managed media relations, product launches, advertising, sales collateral, and tradeshow marketing.
- Created and managed comprehensive marketing plans, including strategy development, budgeting, and cross-brand initiatives.
- Built and maintained vendor relationships across advertising, PR, events, and print agencies.
- Produced visual and digital assets for new and existing clients, supporting brand consistency and growth.
- Collaborated with cross-functional teams to deliver projects on time and within budget.
- Developed and implemented marketing strategies to enhance brand visibility.
- Conducted market research to inform campaign decisions and drive creative direction.
- Delivered high-quality work on time and within budget, earning positive feedback from clients.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
- Coordinated timely delivery of materials and resources to job sites, preventing delays in project timelines.
- Established long-term relationships with clients, resulting in increased repeat business.
- Collaborated with cross-functional teams to ensure seamless project execution and delivery.
Skills
- Strategic client communication
- Executive-level engagement
- Escalation handling
- High-emotional-intelligence interactions
- Cross-functional coordination
- Internal advocacy
- Training development
- Peer enablement
- Brand positioning
- Customer-facing messaging
- Field operations
- Compliance
- Documentation
- Sales-minded problem solving
- Consultative engagement
- Salesforce proficiency
Personal Information
Title: Senior Account Manager
Timeline
Mortgage Processor & Account Specialist
LoanDepot
01.2021 - Current
Account Manager / Field Operations Specialist
Hawkeye Intelligence
01.2019 - Current
Customer Service Representative / Team Captain
AmeriSave Mortgage
01.2019 - 01.2021
Marketing & Brand Management Contractor
Campus Publishing / Renegade Marketing
01.2002 - 01.2019