Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Melissa Roberts

Summary

Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Mortgage Banker

Rocket Mortgage
03.2022 - Current
  • Engage with customers to learn their financial goals, needs, and preferences
  • Provide expert guidance on various mortgage options, loan programs, interest rates, and terms, helping hundreds of clients make informed financial decisions
  • Review and analyze clients' financial documents to determine their eligibility for mortgage loans
  • Collaborate with internal teams to ensure smooth and efficient processing of mortgage applications and closings with a 1% error rate.

Product Specialist

Omni Interactions
01.2022 - 03.2023
  • Assisted thousands of customers through various channels (phone, chat, email) by answering product-related inquiries, troubleshooting issues, and providing step-by-step guidance on using TurboTax effectively
  • Provided technical support to customers - helping them resolve software installation, configuration, and compatibility issues to ensure a smooth user experience
  • Delivered materials, tutorials, and knowledge base articles to educate customers
  • Maintained an average customer satisfaction rating of 9 out of 10.

Compliance Specialist

Coggin Nissan
09.2014 - 03.2022
  • Monitored activities to ensure compliance with federal, state, and local laws, regulations, and dealership policies
  • Developed and implemented compliance policies, procedures, and guidelines tailored to the dealership's operations and regulatory requirements
  • Performed internal audits that kept the company from external audits multiple, consecutive years
  • Identified opportunities for process improvement in compliance-related activities, proposing and implementing enhancements to streamline operations and ensure ongoing compliance.

Education

Bachelor of Science - Business Administration And Management

Florida State College At Jacksonville
05.2020

Skills

  • Client Account Management
  • Document Analysis
  • Relationship Selling
  • Information Gathering
  • Internal Controls
  • Federal and State Regulations
  • Compliance Knowledge
  • Spreadsheet Management
  • Office Administration
  • Appointment Scheduling
  • Mail Handling
  • GL and Journal Entries
  • Account Reconciliation
  • File Management

Certification

  • CNP - Certified Notary Public

Timeline

Mortgage Banker

Rocket Mortgage
03.2022 - Current

Product Specialist

Omni Interactions
01.2022 - 03.2023

Compliance Specialist

Coggin Nissan
09.2014 - 03.2022

Bachelor of Science - Business Administration And Management

Florida State College At Jacksonville

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Melissa Roberts