Melissa Velazquez
Elgin,IL
Summary
Administrative and customer service professional who supports smooth office operations through calendar coordination, document control, and accurate data entry. Brings a strong background in guest communication, mail handling, filing, and cross-department support that helps teams stay organized and productive.
Overview
9
9
years of professional experience
Work History
Front Desk Receptionist
Country Inn and Suites
Elgin, IL
05.2024 - 03.2026
- Provided exceptional customer service to hotel guests, ensuring a positive experience from check-in to check-out
- Responded promptly and professionally to guest inquiries and complaints, ensuring timely resolution and guest satisfaction
- Maintained cleanliness and organization of the front desk area at all times
- Managed the front desk area during high-volume periods, effectively handling multiple tasks while maintaining a calm demeanor
- Scheduled appointments and organized calendar for multiple staff members to streamline operations
- Efficiently handled all incoming and outgoing mail, packages, and deliveries
- Coordinated with housekeeping staff to ensure clean and well-maintained rooms for incoming guests
- Maintained knowledge of local attractions, restaurants, and transportation options to assist guests with recommendations and directions
- Assisted with event planning and coordination, ensuring smooth execution of meetings and conferences
- Collaborated with other team members to ensure seamless communication across different departments
- Assisted various departments with administrative tasks, enhancing overall office efficiency through effective data entry and filing
- Processed guest payments accurately using cash handling procedures and credit card authorization systems
- Welcomed guests upon arrival at the front desk, creating a friendly atmosphere., providing a positive first impression of the company
Escrow Agent
Dovenmuehle Mortgage, Inc.
Elgin, IL
02.2020 - 12.2022
- Read and comply with all agreements as detailed in the purchase contract and joint Escrow instructions
- Demonstrated effective communication skills while interacting with clients and team members.
- Demonstrated professionalism and empathy while addressing customer concerns and complaints
- Managed escalated calls from dissatisfied customers, de-escalating situations and providing satisfactory solutions
- Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
- Managed incoming calls from customers, addressing their inquiries and concerns.
- Keep a volume of 50+ calls a day
- Applied time management skills to prioritize tasks and meet deadlines effectively., organizational talent
Debt Management
LSI
Elgin, IL
07.2019 - 02.2020
- Supported payment negotiations with delinquent customers, increasing debt recovery.
- Used strong communication skills to build rapport with customers and resolve payment disputes.
- Managed portfolio of 1,000+ accounts while consistently meeting or exceeding monthly collection targets.
- Developed customized repayment plans based on customer financial situations, facilitating manageable debt resolution.
- Helped customers resolve billing discrepancies and answered questions about outstanding debts.
- Handled inbound and outbound customer calls, delivered quality service, and resolved issues promptly.
- Maintained professionalism and empathy while addressing customer concerns and complaints.
- Achieved average call resolution time of 5 minutes, exceeding departmental targets by %.
- Used CRM software to document customer interactions accurately and track inquiries and resolutions.
- Worked with team members to share best practices that improved call center performance metrics.
- Implemented strategies to improve first-call resolution rate by %, raising customer satisfaction levels.
- Managed escalated calls from dissatisfied customers, calmed situations, and reached workable solutions.
- Joined weekly team meetings to discuss call challenges and develop solutions together.
- Partnered with billing and technical support teams to resolve complex customer issues.
- Consistently achieved customer satisfaction rating on post-call surveys.
- Executed collection efforts for delinquent accounts while ensuring adherence to company policies, maintaining regulatory compliance.
- Negotiated payment arrangements with customers and borrowers, fostering positive relationships and promoting timely repayments.
- Reviewed account histories to identify collection priorities
- Documented payment promises and follow-up actions in records
- Coordinated with billing and legal teams on disputed accounts
- Monitored compliance with debt collection policies and procedures
- Resolved customer inquiries with clear, professional communication
- Maintained relationships with banks, investors, insurers, rating agencies.
- Negotiated loan terms, interest rates, and repayment schedules with creditors and lenders.
- Provided guidance on credit policies, procedures, and regulations.
- Resolved customer complaints regarding billing issues in a timely manner.
- Answered client questions about factors affecting credit and recommended suggestions to improve credit scores.
- Accepted customer payments and ensured correct allocation to respective account balances
Administrative Assistant
Elgin Super Auto Parts
Elgin, IL
06.2017 - 05.2018
- Managed and maintained executive calendars, scheduling appointments, meetings, and travel arrangements
- Managed expense reports for executives by accurately tracking receipts, reconciling expenses, and submitting reimbursement requests in a timely manner
- Screened phone calls and emails for executives, providing accurate information or redirecting inquiries to appropriate staff members
- Maintained office supplies inventory by anticipating needs and placing orders in a timely manner
- Maintained office supplies inventory by checking stock to determine inventory level.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Provided administrative support during board meetings including preparing meeting agendas/materials, distributing minutes, and following up on action items
- Served as the primary point of contact for visitors/guests, greeting them professionally and ensuring their needs were met during their time at the office
- Assisted with the onboarding process of new employees by preparing necessary paperwork and coordinating orientation sessions
- Created efficient filing systems both electronically and physically to ensure easy retrieval of important documents
- Edited and formatted correspondence, reports, presentations, and other documents.
- Demonstrated proficiency in using various software applications (e.g., Microsoft Office Suite) to create documents/spreadsheets/presentations/reports efficiently and accurately
- Responded to inquiries from clients/customers in a timely manner, providing accurate information or directing them to the appropriate department/personnel for assistance
- Coordinated employee recognition programs and events, enhancing morale and fostering a positive work environment.
- Leveraged strong organizational skills to manage complex travel arrangements for executives including flights, accommodations, ground transportation, and visa processing
- Managed and updated company databases, ensuring accuracy and completeness of information
- Entered and verified data accurately into company database, ensuring data integrity
- Negotiated favorable terms with vendors for office supplies procurement, achieving cost savings.
- Researched pricing options from various suppliers/vendors leading to cost savings of XX% on office equipment purchases
- Processed invoices and receipts by reviewing billing records for accuracy and timely payment.
- Entered purchase orders and tracked parts requests to maintain efficient inventory management.
- Prepared correspondence, forms, and filing systems for administrative support.
- Assisted counter staff with order details and customer account questions.
- Reviewed office documents for accuracy and compliance with company procedures.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Handled sensitive information with utmost confidentiality while maintaining data integrity at all times
- Handled confidential documents in an organized fashion according to established protocol.
- Managed database systems containing customer contact information.
- Coordinated mailings by sorting mail and preparing packages for efficient shipping through various services.
- Organized files and maintained front desk and reception area, ensuring efficiency and a professional atmosphere.
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
- Maintained inventory records, determining stock levels based on historical usage patterns resulting in reduction of excess inventory carrying costs by XX%
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
Cashier
Target
Elgin, IL
10.2016 - 02.2017
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Balanced cash drawer consistently, reconciling discrepancies promptly to ensure accuracy
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues
- Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers
- Addressed customer complaints regarding pricing errors or product availability with professionalism, ensuring a positive shopping experience
- Recommended substitute items to customers for out-of-stock products when requested items were out of stock
- Performed opening/closing duties including counting money in the register before/after shifts
Barista
Starbucks
Elgin, IL
10.2016 - 02.2017
- Expertly prepared and served a variety of coffee beverages, including espresso, cappuccino, latte, and cold brew
- Efficiently operated espresso machines, grinders, and other equipment to produce consistent and delicious coffee drinks
- Maintained high quality standards in every drink made, contributing to consistent customer satisfaction
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their needs promptly
- Maintained cleanliness and organization of the coffee bar area at all times for a pleasant customer experience
- Trained new baristas on brewing techniques and customer service protocols, fostering a knowledgeable and efficient team
- Managed inventory levels to ensure an adequate supply of coffee beans, milk, syrups, and other ingredients
- Handled cash transactions accurately while following company policies regarding cash handling procedures
- Resolved customer complaints by listening attentively and addressing issues promptly, enhancing overall service experience
- Participated in regular staff meetings to discuss improvements in operations and share feedback from customers
- Maintained knowledge of current industry trends related to specialty coffees and shared this information with customers.
Education
High school diploma -
Larkin High School
Elgin, IL05-2016
Skills
- Accounting and finance experience
- Front desk coordination
- Account reconciliation
- Inventory Control
- Microsoft Excel
- Document management
- Debits and credits
- Billing software
- Microsoft PowerPoint
- Writing skills
- Customer service
- Customer communication
- Communication skills
- Office Management
- Windows
- Computer skills
- Accounts receivable
- Financial services
- Attention to detail
- Schedule management
- Scheduling
- Data entry
- Multiline phone systems
- Appointment scheduling
- Document handling
- Office administration
- Written communication
- Organizational skills
- Computer operation
- Facility management
- Financial report writing
- Phone etiquette
- Excel data analysis
- Administrative support
- Order fulfillment
- Microsoft Word
- Customer support
- Administrative experience
- Cash Handling
- Process improvement
- Report writing
- Databases
- Typing
- Customer complaint resolution
- Inventory
- Time management
- Guest communication
- Billing support
- Relationship management
- Admin support
- Microsoft Office
- Microsoft Outlook
- Conflict resolution
- Decision-making
- Office organization
- Filing and sorting
- File management
- Initiative-taking
- Work prioritization
- Issue handling
- Front office management
- Records management
- Problem solving
- Effective communication
- Office supplies inventory management
- Log book monitoring
- Oral and writing communication
- Record keeping
- Office supplies ordering
- Sensitive information handling
- Administrative skills
- Filing
- Appointment confirmation
- Data confidentiality
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
Timeline
Front Desk Receptionist
Country Inn and Suites
05.2024 - 03.2026
Escrow Agent
Dovenmuehle Mortgage, Inc.
02.2020 - 12.2022
Debt Management
LSI
07.2019 - 02.2020
Administrative Assistant
Elgin Super Auto Parts
06.2017 - 05.2018
Cashier
Target
10.2016 - 02.2017
Barista
Starbucks
10.2016 - 02.2017
High school diploma -
Larkin High School