Melissa Valera
Tulsa
Summary
Results-driven customer service and operations professional with over 10 years of experience in customer-facing roles, and more than 5 years in leadership and team supervision. Skilled in monitoring calls, analyzing customer interactions, coaching teams, and ensuring excellent service delivery. Proficient in call center operations, ERP systems (SAP, Oracle, QuickBooks, OnBase), and advanced Excel. Bilingual in English and Spanish, with a proven ability to lead, train, and enhance customer experience through actionable insights and data-driven recommendations.
Overview
10
10
years of professional experience
Work History
Accounting – Billing Specialist (Contract)
APL
Oklahoma City
02.2025 - Current
- Conducted billing analysis and implemented process improvements for accuracy and compliance.
- Generated reports and insights to assist leadership in operational decision-making.
AP & Payroll Assistant Manager (Temp)
High Caliper Growing
Oklahoma City
12.2021 - 05.2025
- Supervised payroll and administrative staff, ensuring timely and accurate operations.
- Assisted in coaching team members on workflows and operational efficiency.
Team Lead, Payables & Receivables
Locke Supply
Oklahoma City
03.2022 - 12.2024
- Led AP/AR operations, supervising and coaching team members to ensure accuracy and efficiency.
- Provided ongoing feedback and training to improve staff performance and customer service quality.
Data Entry & Billing Specialist (Part-time)
Western Flyers Express
Oklahoma City
10.2020 - 12.2023
- Processed payments, invoices, and billing audits; resolved discrepancies to ensure accurate billing.
Accounts Payable / Customer Service
Oklahoma City Public Schools
Oklahoma City
12.2019 - 11.2021
- Managed school budgets, purchase orders, payments, and monthly reconciliations.
- Supervised day-to-day accounting operations and maintained accurate financial records.
AP & AR Supervisor / Customer Service (Call Center
Hyatt
Oklahoma City
06.2015 - 11.2020
- Supervised a bilingual (English/Spanish) call center serving clients across Latin America, ensuring high-quality customer interactions.
- Monitored and listened to agent calls to guarantee accurate payment processing and adherence to procedures.
- Trained and coached team members on customer service best practices, workflow efficiency, and problem resolution.
- Implemented quality control and call monitoring processes to improve the accuracy of financial operations and customer satisfaction.
Education
Associate of Applied Science - Business
Oklahoma City Community College
Oklahoma City, OK08-2025
Bachelor of Science - Financial Analysis
Arizona State University
Tempe, AZSkills
- Customer experience and leadership: call monitoring, team supervision, staff coaching, workflow management, conflict resolution
- Data analysis and reporting: Call quality analysis, performance metrics, operational reporting, process improvement
- Systems and tools: SAP, Oracle, QuickBooks, OnBase, Opera, Clever, Infinite Campus, and advanced Excel
- Communication: bilingual English and Spanish, strong interpersonal and presentation skills, customer escalation resolution
- Project and process management: implementing service quality programs, training initiatives, technology adoption, and process optimization
Accomplishments
- PC Repair Technician (Dominican Republic)
- Kappa Beta Delta International Honor Society – Since 2023
Timeline
Accounting – Billing Specialist (Contract)
APL
02.2025 - Current
Team Lead, Payables & Receivables
Locke Supply
03.2022 - 12.2024
AP & Payroll Assistant Manager (Temp)
High Caliper Growing
12.2021 - 05.2025
Data Entry & Billing Specialist (Part-time)
Western Flyers Express
10.2020 - 12.2023
Accounts Payable / Customer Service
Oklahoma City Public Schools
12.2019 - 11.2021
AP & AR Supervisor / Customer Service (Call Center
Hyatt
06.2015 - 11.2020
Associate of Applied Science - Business
Oklahoma City Community College
Bachelor of Science - Financial Analysis
Arizona State University
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