William Melvin

Provided exceptional customer service by answering incoming calls from veterans and their families, addressing inquiries, and providing information about benefits and services.

- Utilized a comprehensive knowledge of VA programs to assist callers effectively and accurately, ensuring they received the necessary support.

- Maintained detailed records of calls, including issues raised and resolutions provided, to improve service delivery and track trends in veteran inquiries.

- Collaborated with other departments to facilitate timely resolution of complex issues, enhancing overall efficiency and customer satisfaction.

- Demonstrated strong communication skills, patience, and empathy while handling sensitive topics, ensuring a respectful and supportive interaction.

- Trained new staff on call handling procedures and best practices, contributing to a cohesive and knowledgeable team environment.

- Expertly worked with Customer Relationship Management and departmental software systems.

- Consistently met or exceeded average handle time (AHT) targets by 15%.

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• Communicated effectively with clients to determine their needs and objectives
• Promoted property sales through advertisements, open houses, and other online advertising platforms
• Researched and disseminated local real estate market information
• Worked directly with various mortgage loan officers to allow clients to obtain the best rates and terms
• Marketed multiple home ownership programs to work with lower credit ratings
• Developed positive relationships with lenders, appraisers, and escrow companies

• Effectively coordinated daily restaurant management operations, resulting in greater productivity and higher levels of customer satisfaction
• Opened / closed restaurant in accordance with proper procedures while managing daily deposits in accordance with company policies
• Analyzed operational issues and developed plans of action to improve service, performance, and safety
• Monitored the dining room and made seating changes as necessary, and addressed any customer concerns or wishes appropriately
• As the head bartender, I created unique craft cocktails to compliment seasonal changes
• Altered the menu based on seasonal offerings and customer feedback
• Collaborated with Chefs to develop food and cocktail pairings for special events and menu promotions
• Created and implemented training policies for new employees

• Managed the daily activities of five Human Resource Assistants, responsible for supporting over 800 personnel
• Responsible for the accession and transition of Coast Guard personnel
• Handled complex labor/member relations issues and investigations
• Responsible for the creation and processing of discipline documentation in accordance with military justice policy and procedures
• Counseled junior members and senior officials regarding the proper disposition of Equal Employment Opportunity-related matters guided by various laws, statutes, and regulations
• Audited personnel travel claims to ensure the accuracy and integrity of reimbursable expenses in accordance with Coast Guard and Department of Defense policies
• Acted as liaison between unit personnel and the Coast Guard Legal office for the reimbursement of damaged personal items
• Investigated and processed Household Goods loss Claims for newly reporting members
• Created service-wide Coast Guard policy and procedures
• Guided senior leaders on the developmental/ professional needs of junior members and mid-level leaders
• Worked cohesively with senior leaders regarding the response/resolution of personal employee matters
• Conducted follow-up on the success of the process and adjudication
• Volunteered on numerous committees and boards to ensure meaningful oversight of human capital
• Managed the entry approval process for members being assigned to Coast Guard units outside the continental United States
• Managed the logistics for a 100-man team to deploy to various ports within the United States to conduct high profile security operations
• Coordinated travel arrangements and hotel accommodations for temporarily assigned personnel
• Successfully managed over 3000 personnel records
• Oversaw pay and benefits administration for over 3000 personnel