Melissa Zaleta
Maxwell,TX
Summary
Results-driven Recertification Team Leader with a strong foundation in team leadership, process improvement, and relationship-building. Detail-oriented and adaptable, with a record of meeting deadlines, enhancing workflows, and fostering a positive work environment through effective communication and problem-solving.
Overview
8
8
years of professional experience
Work History
Recertification Team Leader
AANP Certification Board
Austin, TX
11.2021 - Current
- Certification Expertise: Utilized in-depth knowledge of certification board processes to address customer questions and provide expert assistance.
- Coaching and Guidance: Provided ongoing coaching, guidance, and performance feedback to enhance employee skills and foster a collaborative work environment.
- Content Monitoring: Regularly reviewed website information and public materials to ensure up-to-date and accurate content.
- Data Integrity and Confidentiality: Ensured the security and integrity of customer information, certification management system, and company database.
- Effective Communication: Maintained clear, proactive communication with managers, staff, and vendors.
- Employee Training and Development: Trained new and existing staff to ensure consistent productivity and created comprehensive training materials to support staff development.
- Recertification Daily Operations: Managed staffing, scheduling, and resource allocation to maintain efficient daily operations and meet team objectives.
- Performance Management: Conducted annual performance evaluations for department staff and contributed to Performance Improvement Plans as needed.
- Public Relations and Communications: Sustained effective internal and external departmental communications to foster positive public relations.
- Quality Assurance and Documentation: Coordinated the preparation and distribution of certification materials, tracked processes, and provided recommendations for quality improvements.
- Strategic Planning and Reporting: Collaborated with senior operations management to develop, implement, and report on strategic plans that align with team goals.
- Timely Processing and Response: Efficiently processed online and paper applications, responded to inquiries via email and phone, and maintained high standards for customer service.
- Website and Content Management: Updated, created, and maintained website content, ensuring accuracy and relevance across all digital platforms.
Administrative Associate
AANP Certification Board
Austin , TX
05.2017 - 11.2021
- Account Information Management: Reviewed and updated account information in the company's database system to ensure accuracy.
- Certification Expertise: Utilized in-depth knowledge of certification board processes to address customer questions and provide expert assistance.
- Confidentiality and Data Integrity: Adhered to company policies to protect the confidentiality and integrity of client and staff information.
- Customer Communication: Directed customer inquiries to appropriate departments to ensure timely and effective responses.
- Data Entry and Record-Keeping: Entered and maintained data in the company database, regularly updating customer contact details, and receipt of documents.
- Email Correspondence: Responded to incoming emails promptly, maintaining professional and clear communication.
- Goal Setting and Feedback: Clearly communicated goals and expectations to trainees, reviewed their work, and provided constructive feedback.
- Multiline Phone System Management:Managed multiple phone lines, directing calls efficiently.
- Organized Document Management:Established and maintained filing systems by coordinating, archiving, and purging files to optimize document management.
- Process Improvement: Developed administrative processes to enhance office efficiency and support organizational goals.
- Shipping and Logistics Support: Prepared certification packages and generated postage.
- Training Development and Coordination: Developed and coordinated training sessions to educate team members on company policies, procedures, and job responsibilities.
Education
High School Diploma -
Lbj High School
Austin, TX05.2014
Some College (No Degree) -
Austin Community College
Austin, TXSkills
- Attention to Detail
- Communication
- Customer Service
- Decision Making
- Expertise in Microsoft Office Applications
- Leadership Skills
- Mentoring
- Organization and Time Management
- Problem Solving and Critical Thinking
- Staff education and training
- Technical Skills
Timeline
Recertification Team Leader
AANP Certification Board
11.2021 - Current
Administrative Associate
AANP Certification Board
05.2017 - 11.2021
High School Diploma -
Lbj High School
Some College (No Degree) -
Austin Community College
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