Melissa Phillips
Wilmington,NC
Summary
Dynamic, results-driven professional with over 15 years of diverse experience in operations management, project management, bookkeeping, and customer service. Recognized for anticipating customer needs, proactively solving problems, and cultivating strong client-vendor relationships that drive satisfaction and loyalty. Expertise in identifying organizational needs and implementing strategic solutions that consistently exceed goals while generating new business opportunities. Proficient in QuickBooks and the Microsoft Office Suite (Word, Excel, PowerPoint, 365, PDF applications), bringing a comprehensive skill set to enhance operational efficiency and effectiveness.
Overview
18
18
years of professional experience
Work History
Administrative Project Manager
Bond Renovations & Flooring Inc.
07.2020 - 01.2026
- Served as the primary point of contact for all project-related inquiries from internal teams, property management companies, builders, and regulatory agencies
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Monitored project progress regularly, identifying potential risks or issues and implementing proactive solutions
- Perform administrative tasks to support the estimating department, project managers, and field personnel.
- Streamlined administrative processes by implementing new project management tools and techniques.
- Developed comprehensive project schedules, assigning tasks and responsibilities to team members based on their expertise.
- Provided ongoing account management support, addressing client inquiries, resolving issues, and ensuring customer satisfaction
- Apply for permits, schedule inspections, and maintain permit validity during project.
- Ensured all necessary permits were obtained before commencing construction activities at each site location
- Evaluated subcontractor bids and negotiated pricing agreements that aligned with project budget constraints
- Assisted in the preparation of bid proposals by providing accurate cost estimates for labor, materials, equipment, etc
- Collaborated with the procurement department to ensure timely delivery of materials while minimizing costs
- Coordinated with vendors to negotiate favorable contracts for supplies and services, resulting in cost savings.
- Implemented effective systems for tracking project costs, invoices, and payments to ensure proper allocation of funds
- Managed project billing process, ensuring accurate and timely invoicing to clients.
- Monitored cash flow projections to ensure sufficient funds were available for ongoing construction activities.
- Maintained strong relationships with clients through effective communication channels, addressing concerns promptly and providing regular updates on project status.
- Resolved conflicts or disputes that arose during the course of a project in a fair and diplomatic manner.
- Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
Assistant Property Manager
The Select Group
01.2018 - 04.2020
- Served as point-of-contact between residents and building personnel thereby effectively managing daily concerns or inquiries.
- Maintained accurate and up-to-date tenant and property records, enhancing operational efficiency.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Developed strong relationships with vendors, negotiating favorable contracts for cost-effective services.
- Showed apartments to potential tenants and answered questions regarding community.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Streamlined rent collection processes, minimizing late payments through effective communication and follow-up strategies.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Assisted in preparation of financial reports, providing insights into property performance and revenue trends.
- Attended staff meetings and took extensive notes to share with property manager.
- Optimized website and online listings with engaging content, increasing visibility and attracting potential tenants.
Operations Supervisor
Total Trucking Solutions
03.2016 - 12.2017
- Managed day-to-day department operations with effective workflow coordination.
- Provided excellent customer service by addressing inquiries, resolving issues, and maintaining strong relationships with clients.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Streamlined communication between drivers, customers, and management to ensure timely deliveries.
- Managed customer accounts and invoicing.
- Performed wide-ranging administrative, financial and service-related functions.
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
- Tracked and monitored vehicle performance and maintenance.
- Implemented technology solutions such as GPS tracking systems to monitor fleet activities and enhance dispatch efficiency.
- Oversaw the maintenance and repair of company vehicles, reducing downtime.
- Optimized fuel consumption by implementing a driver training program, resulting in a reduction in fuel costs
- Oversaw and enforced compliance with all safety regulations and DOT regulations.
- Assisted in the recruitment process for new drivers, conducting interviews and evaluating qualifications for potential hires.
- Collaborated with operations managers to develop strategies for improving overall company performance in the transportation industry.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Front Office Supervisor
Stallings Collision Centers
01.2012 - 02.2016
- Managed front desk operations, overseeing a team of 5+ receptionists and ensuring smooth check-in/check-out processes for customers.
- Prepared work orders by describing repair and replacement services required, obtaining approval signatures, and entering orders into work management system.
- Managed all aspects of the collision repair process from initial consultation to final delivery of repaired vehicles, ensuring customer satisfaction at every step.
- Optimized workflow within the shop by assigning tasks effectively based on technician skillsets and project requirements.
- Developed strong relationships with insurance partners for seamless claims processing and efficient repairs.
- Responded promptly to emails and correspondence from customers, vendors, and internal staff members.
- Managed automotive system and associated software to maintain accuracy and completeness of service invoicing.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Scheduled appointments and meetings for executives and staff members using an online calendar system.
- Collaborated with HR department to onboard new employees by preparing workstations and providing necessary training.
- Prepared reports, presentations, spreadsheets, or other documents as requested by management or team members.
- Coordinated with IT department to troubleshoot and resolve technical issues related to office equipment, software applications, and network connectivity.
- Provided excellent customer service throughout the entire repair process, from initial assessment to final inspection, earning numerous positive reviews from satisfied clients.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Assistant Sales Manager
Southtel Wireless
12.2007 - 11.2011
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Spearheaded adoption of CRM software, improving customer relationship management.
- Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Developed strong vendor relationships to ensure timely delivery of products while negotiating favorable terms for payments or discounts on bulk purchases.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Approved regular payroll submissions for employees.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Education
Associate Degree - Business Management
Rowan Cabarrus Community College
Concord, NCSkills
- Operations management
- Construction management
- Project coordination
- Project timeline management
- Strong time management skills
- Budget planning
- Managing project schedules
- Strong multitasking skills
- Financial administration
- Comprehensive documentation skills
- Excellent communication
- Problem-solving aptitude
- Strategic decision-making
- Team leadership
- Team collaboration
- Client relationship management
- Technical support
- Permit processing
Timeline
Administrative Project Manager
Bond Renovations & Flooring Inc.
07.2020 - 01.2026
Assistant Property Manager
The Select Group
01.2018 - 04.2020
Operations Supervisor
Total Trucking Solutions
03.2016 - 12.2017
Front Office Supervisor
Stallings Collision Centers
01.2012 - 02.2016
Assistant Sales Manager
Southtel Wireless
12.2007 - 11.2011
Associate Degree - Business Management
Rowan Cabarrus Community College