Melody Gonzalez
San Antonio,TX
Summary
Experienced administration professional with decades experience overseeing a wide variety of essential functions in bustling business. Analytical in optimizing productivity, efficiency and service quality across diverse environments. Highly organized with strengths in prioritizing tasks, people relations, and managing deadlines.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Office Administrator & Building Manager
MISSION PRESBYTERY
San Antonio, TX
08.2018 - Current
- Manage office operations and procedures
- Maintains calendar the Presbytery and the General Presbyter
- Coordinate and prepare all travel plans for staff
- Assist with communications (Social Media), newsletter, email campaigns, etc
- Oversee the Presbytery meeting planning and preparations
- Prepare informational packets, coordinate pre-meeting site visits, oversee meeting registration, recruitment and supervision of volunteers
Bookkeeper
John Knox Ranch
Fischer, TX
08.2018 - Current
- Maintain and update financial records
- Reconcile accounts and prepare financial statements
- Process invoices and manage accounts payable/receivable
- Assist with budgeting and forecasting
- Building Manager Essential Functions and Responsibilities:
- Oversee the daily operations of the commercial building the Presbytery owns
- Manage and coordinate maintenance and repairs
- Ensure compliance with building codes, inspections and safety regulations
- Communicate effectively with tenants, resolving issues promptly
- Budget and manage property expenses and improvements
- Coordinate with contractors and service providers
- Negotiate and maintain lease agreements
- Receive and monitor the timely payments of rents, collecting late payments as needed
- Maintain current certificates of liability insurance for service providers, contractors and tenants
Accounts Receivable Supervisor
EDUCATION MANAGEMENT SERVICES
San Antonio, TX
03.2016 - 02.2018
- Performed accounts receivable duties for seminar and mentor businesses
- Posted all receivables for companies in Great Plains (GP) accounting software system
- Received rent payments for one commercial building, and a residential company
- Generate tenant invoices and monthly statements, maintain accurate aging reports
Merchant Services Supervisor
EDUCATION MANAGEMENT SERVICES
San Antonio, TX
05.2012 - 02.2018
- Managed initial set up and maintenance of 10 merchant accounts
- Supervised the Refunds and Chargebacks departments
- Resolved customer concerns, complaints, and inquiries
- Receive, research, review, and respond to inquiries and chargebacks
- Monitor chargeback rates, identify trends, and make recommendations for improvements
Interim Contact Center Manager
EDUCATION MANAGEMENT SERVICES
San Antonio, TX
04.2013 - 10.2013
- Directed team of 4 supervisors, 4 team leads, and 50 inbound and outbound agents
- Created a 2-week new hire training program, and a Performance Improvement Plan
- Improved conversion rates by 21% by focusing on call quality, creating effective rebuttals, and generating enthusiasm
- Developed supervisors and team leads by assisting with action plans, tracking monthly performance feedback through side-by-side coaching, routine performance reviews, goal setting and deficiency management
Rehabilitation Services Technician
DEPARTMENT OF ASSISTIVE & REHABILITATIVE SERVICES
Kingsville, TX
10.2008 - 04.2012
- Performed complex technical support work
- Consistently exceeded 100% of our annual vocational rehabilitation successful case closure goals
- Conducted consumer purchasing activities, in accordance with established policies, procedures and best business practices
Call Center Manager
CALLING SOLUTIONS
Kingsville, TX
05.2006 - 09.2008
- Directed call center daily operations and performance improvement programs
- Managed call center budget
- Executed people strategies including recruitment, orientation, development, and retention of employees
- Trained and mentored supervisor and coaching staff, and mediated employee disputes
Director of Client Services, Quality, and Training
CALLING SOLUTIONS
San Antonio, TX
09.2000 - 05.2006
- Managed a team of 4 client services personnel, 2 trainers, and 4 quality assurance representatives
- Developed Client Services and Quality Assurance manuals, and established supervisor, coaching, and training procedures and materials
- Supervised the training and quality assurance departments
- Attended client monitoring sessions
- Trained the trainer to provided creative and unique training environments that fostered interactive learning in developing listening skills, telephone etiquette, sales skills, problem solving, stress management, motivational training, and team building
Client Services Specialist
CALLING SOLUTIONS
San Antonio, TX
04.2000 - 09.2000
- Managed and coordinated program implementation from inception through completion for Fortune 50 companies such as Verizon, USAA, SBC communications, AT&T, and Sprint
- Acted as an interdepartmental liaison by coordinating program logistics with Human Resources, MIS, Operations, Quality and Training departments
- Ensured all client expectations were met or exceeded
Resident Programs Manager
SAMARITAN HOUSE
Fort Worth, TX
10.1997 - 04.2000
- Provided fundraising and special events coordination
- Developed budgets, secured event locations, supervised event set up and registration coordination, made catering service arrangements, and was responsible for event promotion
- Collaborated with area businesses to secure sponsorship for special events
- Organized daily and weekly activities and outings for residents
- Managed a 250+ member volunteer program, including recruitment, training and supervision
Skills
- Office Management
- Project Management
- Customer Relations
- Bookkeeping
- Budgeting & Forecasting
- Account Reconciliation
- Facilities & Building Management
- Travel Coordination
- Employee Training
- Social Media Administration
- Report & Presentation Preparation
- Event Planning
- Customer Relation Management Systems (Salesforce, Vanilla Soft, ACS, Realm)
- Microsoft Office
- Google Suite
- Conflict Resolution Skills
Certification
Texas Notary Public, 07/27/28
Timeline
Office Administrator & Building Manager
MISSION PRESBYTERY
08.2018 - Current
Bookkeeper
John Knox Ranch
08.2018 - Current
Accounts Receivable Supervisor
EDUCATION MANAGEMENT SERVICES
03.2016 - 02.2018
Interim Contact Center Manager
EDUCATION MANAGEMENT SERVICES
04.2013 - 10.2013
Merchant Services Supervisor
EDUCATION MANAGEMENT SERVICES
05.2012 - 02.2018
Rehabilitation Services Technician
DEPARTMENT OF ASSISTIVE & REHABILITATIVE SERVICES
10.2008 - 04.2012
Call Center Manager
CALLING SOLUTIONS
05.2006 - 09.2008
Director of Client Services, Quality, and Training
CALLING SOLUTIONS
09.2000 - 05.2006
Client Services Specialist
CALLING SOLUTIONS
04.2000 - 09.2000
Resident Programs Manager
SAMARITAN HOUSE
10.1997 - 04.2000
Texas Notary Public, 07/27/28
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