Melissa Besser

• Directed regulated project workflows, ensuring accuracy, compliance, and timely completion.
• Produced CAD drawings and documentation to support permitting and approval processes.
• Coordinated scheduling, permitting, and project closeouts using ServiceTitan software.
• Created training content for onboarding, safety, and system education programs.
• Managed client communication, invoicing, and collections for residential and commercial accounts.
• Implemented marketing initiatives and streamlined interdepartmental communication to improve efficiency.

Key Achievements:

• Developed and launched a structured LMS training program, reducing new hire onboarding time by 30%.
• Introduced workflow efficiencies that improved project turnaround and documentation accuracy.
• Recognized for exceptional client communication and independent problem resolution.

• Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
• Managed a diverse book of business, adapting to changing client needs and maintaining expert knowledge of multiple lines of insurance products.
• Built relationships with clients using active listening and issue resolution to provide excellent service.
• Handled confidential client data and managed administrative office operations.
• Attended continuing education courses and workshops to gain additional insurance industry knowledge.

• Supervised daily operations and led a staff of four in a high-volume environment.
• Enhanced team performance through ongoing coaching, training, and mentoring of staff members.
• Managed recruitment, onboarding, and payroll using Kronos for over 700 temporary employees.
• Managed key metrics tracking to assess performance against service level agreements.

• Recruited and onboarded temporary staff for large-scale client operations.
• Conducted orientations on company policies and performance expectations.
• Managed payroll and attendance while maintaining strong client relationships.
• Promoted to Client Operations Manager.