Summary
Overview
Work History
Skills
Work Availability
Work Preference
Websites
Certification
Education
Timeline
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Melissa Hall

Scottsdale,AZ

Summary

Detail-oriented Operations Professional in the utilities industry with expertise in invoice reconciliation, vendor and client relations, utility bill verification, and payment processing. Adept in resolving billing discrepancies, managing high-volume email queues, and using Zoho CRM to track service tickets and escalate issues. Recognized for consistently meeting deadlines, restoring services promptly, and collaborating with accounts payable teams to streamline payment processes and support operational efficiency.

Overview

4
4
years of professional experience

Work History

Senior Operations Specialist

Vervantis Inc.
Tempe, Arizona
11.2024 - Current
  • Serve as the primary liaison between recognized corporate clients, vendors, and the accounts payable team, maintaining trusted relationships and ensuring efficient utility account operations.
  • Effectively identify and resolve billing discrepancies to avoid service interruptions and maintain financial accuracy.
  • Collaborate with utility vendors to promptly restore shut-off services by verifying billing accuracy, expediting payments, and ensuring client account information is current and aligned with vendor records.
  • Manage client billing inquiries and track issue resolution using Zoho CRM ticketing system, ensuring timely follow-up and high customer satisfaction.
  • Process client refund checks, accurately log them in a secure Excel spreadsheet, and coordinate weekly mailroom distribution.
  • Monitor a high-volume utility invoice inbox to ensure all bills are routed to Accounts Payable and processed before their due dates.

Collections Specialist

International Education Corporation
Mesa, Arizona
09.2023 - 10.2024
  • Handled an average of 150+ high-volume inbound and outbound calls daily to assist students with resolving outstanding loan balances by offering tailored payment options and financial guidance.
  • Proactively followed up on overdue accounts, collaborating with students to establish recurring ACH payments or process one-time credit card transactions.
  • Documented all collection activities, including customer contact, outcomes, account updates, and payment commitments.
  • Maintained and updated secure Excel spreadsheets to track unpaid balances, ensuring data accuracy and compliance with privacy standards.

Customer Service Manager

Goodwill of Northern and Central Arizona
06.2021 - 09.2023
  • Executed comprehensive retail operations strategies to consistently meet and exceed daily, monthly, quarterly, and annual goals for profit, revenue, and productivity at a high-traffic store location.
  • Led and supported team members to deliver exceptional customer service while ensuring completion of all required training and development milestones.
  • Effectively de-escalated customer concerns, resolving issues with professionalism and fairness to maintain customer satisfaction and loyalty.
  • Accurately reconciled cash drawers and balanced tills at the end of each shift; generated detailed end-of-day sales and transaction reports.
  • Supervised and actively participated in daily store operations, including cashiering, inventory organization, product sorting, and restocking.

Skills

  • Microsoft Office Suite (Excel, Word, Outlook)
  • CRM Software (Salesforce, Zoho)
  • Utility Account Operations
  • Payment Processing & ACH Transactions
  • Accounts payable platforms
  • Client liaison
  • Vendor Coordination
  • Resolving support tickets
  • Customer service
  • Reporting & Documentation
  • Problem Solving & Conflict Resolution
  • Time Management & Organization

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteHybrid

Important To Me

Career advancementWork-life balanceHealthcare benefits401k matchCompany CulturePersonal development programsPaid time off

Certification

  • Certified Bookkeeper, National Association of Certified Public Bookkeepers (NACPB), 2025
  • Certified Microsoft Excel Associate, Microsoft Office Specialist, 2025

Education

Bachelor of Arts - Communications And Media Studies

University of Washington
Seattle, WA

Timeline

Senior Operations Specialist

Vervantis Inc.
11.2024 - Current

Collections Specialist

International Education Corporation
09.2023 - 10.2024

Customer Service Manager

Goodwill of Northern and Central Arizona
06.2021 - 09.2023

Bachelor of Arts - Communications And Media Studies

University of Washington

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