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MELISSA JAQUEZ

@melissajaquez

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Customer service and finance manager with 20 years' experience in automotive operations and collections.

United States

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What I'm looking for

I am seeking an operations or finance role where I can apply 20 years' customer-service and collections expertise, lead teams, improve processes, and contribute in a collaborative, results-driven environment with opportunities for growth.

I am a results-driven finance and operations professional with two decades of customer service experience and a strong background in collections, repossession coordination, vendor management, and reporting. I have led teams as a Customer Care Manager and Finance Manager, handled monthly, quarterly and annual financial reporting, and supported day-to-day accounting and payroll functions.

I excel at dispatching and route optimization, escalation resolution, and training/support for field technicians, and I am proficient with systems such as Microsoft Outlook and Word, DealPac, PROMax, DealerSocket, AutoStar and FSM. I am a fast learner who focuses on quality, meeting team expectations, and improving processes to deliver reliable results.

Experience

Work history, roles, and key accomplishments

Current

Finance Manager

Current

Chase Acceptance

Dec 2016 - Present (8 years 9 months)

Manage collections, repossessions, insurance and GAP claims while reporting disputes to credit bureaus and maintaining DealPac records; assist owner with monthly, quarterly and annual financial reports for banks and regulators.

Collections DealPac Claims Management Accounting Payroll

Assistant Dispatch Manager

HD Experts

Nov 2013 - Dec 2016 (3 years 1 month)

Assigned daily technician work and schedules, provided region reports, and resolved escalations to keep ADTR and past opens under control while coordinating local offices and tech support.

Dispatching Escalation Management Scheduling Reporting ADTR

Admin Assistant

Mastec Advanced Technologies

Nov 2012 - Feb 2015 (2 years 3 months)

Provided routing and administrative support for Exede operations, produced daily assignment reports, managed escalations and assisted with FSM training and access provisioning for techs and dispatchers.

Routing Escalation Management Exede WildBlue Reporting Training Scheduling

CSR/Router

Mastec Advanced Technologies

Jul 2011 - Dec 2012 (1 year 5 months)

Optimized technician routes for productivity and cost efficiency, supported East/West regions and Colorado on Exede/WildBlue system, and handled scheduling, rescheduling and escalations.

Routing Exede WildBlue Scheduling Customer Support

Office Clerk

Credit Connection

Oct 2010 - Apr 2011 (6 months)

Maintained in-house financing and retail files for OCCC audit readiness by ensuring complete paperwork, signatures and organized filing of customer documents.

Audit Office Administration

Lead Dispatcher

J&S Contractors

Oct 2008 - Aug 2009 (10 months)

Ensured technicians were on time and work orders were completed daily, assisted with payroll and new-hire paperwork, and prepared weekly documentation for delivery to Mastec.

Dispatching Payroll

Router/Customer Care Manager

Mastec Advanced Technologies

Apr 2001 - Oct 2008 (7 years 6 months)

Managed routing and customer care operations, handled escalated calls and work-order closures, supported technicians and supervisors, and helped implement and enforce new policies company-wide.

Routing Customer Service Policy Implementation