MELISSA VASQUEZ
Laveen
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I foster a collaborative environment while ensuring meticulous documentation and reporting. Recognized for enhancing team performance and delivering exceptional client service, I excel in both leadership and analytical thinking.
Overview
8
8
years of professional experience
Work History
Manager
H&r Block
01.2026 - Current
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed 3 office locations, effectively, efficiently, and under my direct management produced high metrics for the district and region.
- Report analysis and determination of office projections, within the regional standards.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Associate Team Lead
H&R Block
01.2025 - 04.2025
- Office Team Lead within the Central Phoenix District
- Reported to the Manager Team Lead and District General Manager daily/weekly
- Managed a Team successfully for the 2024 tax season, with above expected goal targets set for the district
- Effectively communicated all district instruction and guidelines efficiently to my team daily
- I was responsible for running our daily reports and maintaining a daily log for daily/weekly goals
- Assisted with onboarding and training for multiple positions ranging from Customer Service Personnel, Associate Team Leader and Tax Professional positions
- Maintained a positive, inclusive and productive team driven environment
- Office daily functions include opening and closing duties, inbound/outbound phone calls, managing appointments, logging all pertinent information for clients
ASSOCIATE TEAM LEAD
H&R Block
11.2023 - 04.2024
- Team lead, positively displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Gathered, organized and input information into digital database.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Improved office operations by automating client correspondence, record tracking and data communications.
CUSTOMER SERVICE REPRESENTATIVE
MHA Services
12.2021 - 04.2022
- Provided exceptional customer service for an Inbound/Outbound call center, taking upwards of three hundred calls each day
- Facilitated the process of third party loans for new and returning customers
- Verified information via point of contact with employer and financial institution
- Issued approvals and denials for all applications in my queue
- Daily and weekly metrics for business services met with above average statistics
CUSTOMER SERVICE REPRESENTATIVE
Willis Towers Watson
07.2018 - 03.2019
- Assisted with Medicare eligible retirees nationwide with open enrollment inquiries
- Providing exceptional customer service daily with all participants
- When applicable, contact with carriers to resolve enrollment issues, and resolve client concerns
- Effectively resolved the retirees needs and questions with carriers, clients, and third party administrators
- Positively empathized with each participant providing a trusting environment for all questions and concerns.
- Represented the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers
- Adhered to all legal regulations concerning business practices, Medicare and HIPAA
BILL PAY PROCESSOR
Fiserv
11.2017 - 02.2018
- Provided elite customer service for an inbound financial services call center
- Successfully processed bill payments nationwide for over one hundred companies including utilities, property management and retail
- Maintained confidentiality, adhered to quality assurance guidelines and upheld client contract professionalism on each and every interaction
- Answered all customer questions as directed and resolved issues with payment errors, and directed to appropriate channels for additional information
- In regards to company guidelines complied with all policy and procedures
- Customer experience scores were rated consistently high and always positive
- Most importantly followed every commitment set by each client and business
Education
Associate in Applied Science (A.A.S.) - Human Resources Business Management
Glendale Community College
Glendale, AZBank Training Certificate of Completion - undefined
AWEE Bank Work
Phoenix, AZ01-2017
Diploma - undefined
North High School
Phoenix, AZ05-2000
Skills
- Coaching and mentoring
- Results-driven mindset
- Deadline management
- Teamwork and collaboration
- Conflict resolution
- Analytical thinking
- Work Planning and Prioritization
- Documentation and reporting
- Leadership
- Inventory management
- Effective communication
- Customer relationship management
- Financial analysis
- Policy and procedure development
- Business planning
- Performance management
- Recruiting and interviewing
- Shift scheduling
- Financial management
- Task delegation
- Team leadership
- Operations management
- Revenue management
- Staff training and development
- Regulatory compliance
- Performance evaluations
- Data analysis
LANGUAGE
English
Fluent
Timeline
Manager
H&r Block
01.2026 - Current
Associate Team Lead
H&R Block
01.2025 - 04.2025
ASSOCIATE TEAM LEAD
H&R Block
11.2023 - 04.2024
CUSTOMER SERVICE REPRESENTATIVE
MHA Services
12.2021 - 04.2022
CUSTOMER SERVICE REPRESENTATIVE
Willis Towers Watson
07.2018 - 03.2019
BILL PAY PROCESSOR
Fiserv
11.2017 - 02.2018
Bank Training Certificate of Completion - undefined
AWEE Bank Work
Diploma - undefined
North High School
Associate in Applied Science (A.A.S.) - Human Resources Business Management
Glendale Community College