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Melissa Karnes
Big Bear,CA
Summary
Results-driven manager with extensive experience in optimizing workflows and fostering strong relationships with vendors and clients. Committed to high customer service standards, leading to increased retention and satisfaction across diverse teams.
Overview
23
23
years of professional experience
Work History
Operations Manager
Village Reservations
Big Bear Lake, CA
06.2015 - 03.2026
- Streamlined operational processes, enhancing efficiency and reducing turnaround time.
- Implemented organization systems to coordinate permitting and reporting procedures.
- Fostered relationships with vendors, negotiating contracts that maximized value for the organization.
- Developed training programs for staff, increasing productivity and team cohesion.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Cultivated strong relationships by setting and maintaining high customer service standards for vacation renters and homeowners.
- Addressed challenging customer interactions to support team members and ensure high-quality customer service delivery.
Owner/Operator
A+ Computers
Big Bear Lake, CA
02.2012 - 11.2015
- Managed daily operations, ensuring optimal workflow and customer satisfaction.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Consulted with customers to assess needs and propose optimal solutions.
- Developed and implemented curriculum focused on practical software skills for students, covering Microsoft Word, Excel, real estate CRM tools, and Adobe Acrobat.
- Provided technical support to troubleshoot and resolve computer and networking challenges, enhancing operational efficiency.
Market Center Administrator
Keller Williams
Big Bear Lake, CA
05.2010 - 02.2012
- Managed daily operations to ensure efficient market center functionality
- Coordinated financial reporting and budgeting for improved resource allocation
- Streamlined administrative processes, enhancing overall productivity
- Monitored compliance with company policies, ensuring operational integrity
- Collaborated with sales agents on contract negotiations to secure profitable deals for the market center's portfolio.
- Maintained up-to-date knowledge of industry trends, incorporating valuable insights into market center operations where relevant.
- Managed payroll processing for all employees, ensuring timely and accurate payment distribution.
Real Estate Assistant
Annette Karnes, Realtor
Big Bear Lake, CA
06.2009 - 05.2010
- Coordinated property listings and marketing materials to enhance visibility and attract prospective buyers.
- Assisted with open house preparations, ensuring properties were presented in optimal condition for potential clients.
- Managed client communications, addressing inquiries promptly to maintain high satisfaction levels.
- Organized and maintained comprehensive databases of client information and property details for efficient access.
- Demonstrated strong attention to detail when proofreading contracts, ensuring accuracy and completeness before submission.
Account Manager
Philadelphia Insurance Companies
Mission Viejo, CA
09.2007 - 06.2009
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Conducted regular performance reviews with clients to ensure alignment with service expectations.
- Managed complex accounts, coordinating resources to deliver comprehensive service solutions effectively.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Drove revenue growth by identifying new business opportunities within existing accounts.
Account Manager
Alliant Insurance Services Inc.
Newport Beach, CA
04.2003 - 09.2007
- Worked with a team to crafted customized insurance solutions addressing varied client needs and objectives.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Streamlined internal processes for better efficiency in account management tasks.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Leveraged CRM tools to maintain accurate records of client interactions and transactions.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
- Crafted detailed proposals for counties and municipal entities to facilitate successful contract acquisition.
- Presented professional image consistent with company's brand values.
Education
No Degree - Criminal Justice
University of Phoenix
Tempe, AZHigh School Diploma -
Big Bear High School
Big Bear, CA06.2000
A+ Certification - Computers, Servers, Security, Networking
CBT Direct
2012
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Customer relationship management
- MS office
- Onboarding and orientation
- Customer retention
Timeline
Operations Manager
Village Reservations
06.2015 - 03.2026
Owner/Operator
A+ Computers
02.2012 - 11.2015
Market Center Administrator
Keller Williams
05.2010 - 02.2012
Real Estate Assistant
Annette Karnes, Realtor
06.2009 - 05.2010
Account Manager
Philadelphia Insurance Companies
09.2007 - 06.2009
Account Manager
Alliant Insurance Services Inc.
04.2003 - 09.2007
No Degree - Criminal Justice
University of Phoenix
High School Diploma -
Big Bear High School
A+ Certification - Computers, Servers, Security, Networking
CBT Direct