Melissa Moore
Shingle Springs,CA
Summary
Results-driven financial services professional with 16+ years of experience in sales, lending, account support, and team leadership. Proven ability to exceed revenue goals, manage escalations, and lead high-performing teams in a fast-paced contact center and branch environments. Trusted leader known for problem-solving, coaching others, and delivering exceptional member/customer experiences.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Senior Service Delivery Representative
SchoolsFirst Federal Credit Union
08.2020 - Current
- Serve as a lead representative in a high-volume contact center, supporting both frontline staff and leadership.
- Train, mentor, and coach new hires and existing team members to improve performance, compliance, and confidence.
- Handle complex escalations involving fraud, disputed transactions, sensitive member issues, and high-risk accounts.
- Partner closely with the Fraud Department to identify trends, investigate suspicious activity, and assist with after-hours fraud queues.
- Create and manage quarterly sales and service campaigns, team-building initiatives, and performance incentives.
- Compile and analyze performance data to produce reports used by management for decision-making.
- Consistently exceed monthly performance and quality goals while expanding knowledge of fraud mitigation and risk controls.
Outbound Sales Representative
Schools Financial Credit Union
10.2016 - Current
- Consistently responsible for the majority of loan production and sales volume within the Credit Union.
- Met or exceeded a $750,000 monthly sales goal, regularly closing 50+ financial products per month.
- Worked directly with members and auto dealers to finalize loan requests and funding.
- Cross-sold a full suite of financial products, including auto loans, personal loans, credit cards, home equity, and mortgages.
- Selected for this role due to strong sales performance and consistently exceeding all assigned goals.
- Built trusted relationships with members while ensuring compliance and accuracy in all documentation.
Shift Manager
Pizza Guys
02.2015 - 01.2018
- Managed daily operations in a fast-paced retail environment.
- Created schedules, provided both positive reviews and disciplinary action, when needed.
- Opened and closed the store, including all daily cash handling and securing the store.
- Supervised employees, handled customer concerns, and ensured smooth workflow during peak hours.
- Strengthened multitasking, leadership, and customer service skills while maintaining a positive team environment
MSSS II
Schools Financial Credit Union
06.2015 - 04.2016
- As a Member Services Support Specialist I maintain all the responsibilities of an MSR III but I am now responsible for traveling to various branches on a daily basis and assisting in whatever the branch may need.
- Being one of the only licensed notaries, I was one of the only representatives available to handle any and all fraud claims.
- I took reports, filed police reports, recovered Member funds, and added additional securities for account protection.
- I was dependent on to support both the tellers and loan officers with any questions or issues that may come about.
- If any issues were to arise, I would be the go-to for all answers and solutions in the absence of a supervisor.
MSR III
Schools Financial Credit Union
02.2015 - 06.2015
- As an MSR III I had a plethora of responsibilities.
- Maintained consistent function of the branch by properly opening and closing in a timely fashion on a daily basis.
- Responsible for any questions, overrides, or support that the teller line may need.
- If the supervisor was absent, was the next in line to assist any and all problems that came about.
MSR II
Schools Financial Credit Union
03.2010 - 02.2015
- As an MSR II, I maintained excellent Member service by providing empathy, support, and communication to my Members in a professional manner.
- Regularly exceeded my monthly sales goals and I received the President’s Award for two years.
- I also assisted co-workers with any needs they may have, coached and encouraged their growth and helped troubleshoot any problems that came about.
- I was one of the only licensed notaries to be able to file fraud claims.
- I funded loans and contracted Visas on a regular basis and maintained a vast knowledge of the systems.
Education
Bachelor’s Degree - Criminal Justice
Sacramento State University
01.2020 - 01.2026
Skills
- Typing speed of 75 WPM
- Ten-key speed of 250 KPM
- Strong knowledge of Microsoft computer programs and systems - Excel, OneNote, Word
- Detail oriented
- Flexible
- Punctual
- Demonstrated team player
- Strong organizational skills
- Ability to coordinate multiple projects and processes concurrently
- Sales & Revenue Growth
- Collections & Account Resolution
- Fraud Detection & Prevention
- Team Leadership & Coaching
- Escalation & Risk Management
- Contact Center Operations
- Performance Reporting & Analytics
- Cross-Selling Financial Products
Timeline
Senior Service Delivery Representative
SchoolsFirst Federal Credit Union
08.2020 - Current
Bachelor’s Degree - Criminal Justice
Sacramento State University
01.2020 - 01.2026
Outbound Sales Representative
Schools Financial Credit Union
10.2016 - Current
MSSS II
Schools Financial Credit Union
06.2015 - 04.2016
Shift Manager
Pizza Guys
02.2015 - 01.2018
MSR III
Schools Financial Credit Union
02.2015 - 06.2015
MSR II
Schools Financial Credit Union
03.2010 - 02.2015