Melissa Torres
Summary
Highly organized operations, administrative, and customer experience professional with 10+ years of experience supporting business operations, coordinating projects, managing schedules, and leading administrative initiatives. Experienced in operations coordination, event planning, digital marketing, customer communications, and cross-functional collaboration. Recognized for exceptional organization, leadership, problem-solving, and delivering outstanding customer experiences in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Experience Guide
The NOW Massage
Brea, California
11.2025 - Current
- Coordinate daily appointment schedules while maximizing therapist availability and delivering exceptional guest experience.
- Manage high volumes of inbound calls, emails, and guest inquiries with professionalism and efficiency.
- Work closely with the General Manager to support daily operations, scheduling adjustments, inventory management, and team communication.
- Train and onboard new Experience Guides on customer service standards, scheduling procedures, and Zenoti software.
- Participate in interviewing prospective employees and provide hiring feedback.
- Resolve scheduling conflicts and customer concerns while maintaining a positive guest experience.
- Educate guests on memberships and wellness services based on guest needs while building long-term client relationships.
- Balance multiple priorities in a fast-paced environment while maintaining strong attention to detail.
Operations & Marketing Manager
Mission Furniture Homecenter
Ontario, CA
12.2022 - Current
- Serve in a leadership role supporting daily business operations and providing guidance to employees across multiple departments.
- Coordinate administrative projects, operational initiatives, and day-to-day business activities to ensure efficient operations.
- Manage calendars, meetings, internal communications, and business correspondence.
- Collaborate with leadership on operational improvements, customer service initiatives, and business planning.
- Develop and execute digital marketing strategies across Instagram, email, and SMS campaigns to promote products, seasonal sales, community events, and strengthen brand awareness.
- Manage the company’s Instagram presence by creating content Monday through Friday, collaborating on content strategy, audience targeting, and boosted advertising campaigns to increase customer engagement.
- Monitor campaign performance using engagement and reach analytics, evaluate marketing results, and adjust future content and promotional strategies based on performance insights.
- Create and distribute weekly email marketing campaigns and SMS promotions through Mailchimp while maintaining and organizing customer databases for targeted outreach.
- Plan and coordinate Mission Furniture’s promotional booth during the annual Route 66 event, managing logistics, setup, giveaways, customer engagement, and breakdown to increase community awareness and attract new customers.
- Coordinate the company’s annual holiday toy drive, overseeing planning, promotion, community outreach, and customer participation.
- Maintain confidential business records, reports, and administrative documentation.
- Build and maintain strong customer relationships while supporting daily showroom operations and resolving customer concerns professionally.
Secretary/Financial Officer
Mission Furniture Homecenter
Ontario, CA
04.2015 - 12.2022
- Managed daily office operations while supporting customers, vendors, and leadership.
- Managed calendars, appointments, meetings, and scheduling requests.
- Operated a multi-line phone system while providing professional customer service.
- Processed vendor payments, invoices, and account reconciliation while maintaining accurate financial records.
- Prepared weekly, monthly, quarterly, and annual financial reports.
- Managed bank deposits, cash handling, and financial documentation with a high level of accuracy and confidentiality.
- Ordered office supplies and coordinated purchasing to support daily business operations.
- Assisted with delivery coordination and communicated with vendors and customers to ensure timely service.
- Resolved customer concerns and collaborated with appropriate departments to provide effective solutions.
Assistant Manager
Massage Envy
Upland, California
03.2021 - 04.2022
- Supported daily clinic operations alongside management in a fast-paced environment.
- Coordinated appointment scheduling using Meevo scheduling software.
- Assisted with onboarding, employee support, and operational needs.
- Managed front desk operations while delivering exceptional customer service.
- Educated guests on memberships and wellness services.
- Resolved customer concerns while maintaining high satisfaction standards.
- Assisted in achieving clinic membership and performance goals.
Education
High School Diploma -
Enlightium Academy
01-2016
Skills
- Operations Coordination
- Administrative Support
- Project Coordination
- Event Planning & Coordination
- Appointment Scheduling & Coordination
- Calendar Management
- Customer Service & Guest Relations
- Employee Training & Onboarding
- Interviewing & Hiring Support
- Vendor Relations
- Inventory Management
- Conflict Resolution
- Team Coordination
- Digital Marketing
- Email & SMS Marketing
- Social Media Management
- Customer Database Management
- Data Entry & Record Management
Software
- Google Workspace (Gmail, Docs, Sheets, Calendar, Drive)
- Microsoft Office Suite
- Mailchimp
- Zenoti
- Meevo
Timeline
Experience Guide
The NOW Massage
11.2025 - Current
Operations & Marketing Manager
Mission Furniture Homecenter
12.2022 - Current
Assistant Manager
Massage Envy
03.2021 - 04.2022
Secretary/Financial Officer
Mission Furniture Homecenter
04.2015 - 12.2022
High School Diploma -
Enlightium Academy