Melissa Cabrera Email & Phone Number

Charlotte, North Carolina, United States

★ Implemented standard holds steering substantial decrease in check fraud losses from 25% to 13% within one year, escalating mobile check submission volumes from 22K to 38K monthly deposits.★ Spearheaded automation initiative with technical team, reducing holds from 7 to 2-5 business days for established customers, boosting customer satisfaction by 30% within 3 months and benefiting 55% of existing customer base.★ Optimized department budget by reducing expenses by 13% within 4 months through elimination of redundant service contracts, driving cost efficiency and organizational progress.★ Collaborated with fraud strategies to augment advanced analytics reporting, automation, enabling comprehensive overview of departmental performance in line with key performance indicators (KPIs).

Charlotte, North Carolina, United States

★ Pioneered "Own the Conversation" initiative, cutting regulatory errors by 80% and boosting claim documentation quality.★ Elevated customer satisfaction by 27.5% within a year through comprehensive escalation training, evidenced by improved net promoter score (NPS) survey results.★ Rejuvenated upskilling training requirements, yielding growth in employee participation from 30% to 90% and 12.3% increase in service level agreement adherence.

Pompano Beach, Florida, United States

★ Mitigated risks through careful analysis and investigation of complex transactions, negotiating with demanding customers, and identifying process improvement opportunities.★ Thrived as quality coach for 100 employees, driving branch performance from 93% to 96.5% within four months through comprehensive coaching and process enhancement. Earned promotion to leadership as a result.

Pompano Beach, Florida, United States

★ Detected suspicious activities to facilitate risk mitigation and loss recovery, documenting findings and actions for potential referral to unusual activity report, identity theft operations, and suspected financial abuse departments.★ Analyzed, researched, and reviewed complex claims to aid frontline agents and management team while troubleshooting claim and system errors.

Pompano Beach, Florida, United States

★ Scrutinized customer transactions, preventing financial crime activities and mitigating risk through detailed policyviolation reviews.★ Championed culture of motivation, performance improvement, and project participation, epitomizing leadership and dedication to collective success.

Fort Lauderdale, Florida, United States

Assessing customers' creditworthiness and eligibility for financing options. Reviewing and analyzing credit applications, financial documents, and credit reports. Collaborating with lenders and financial institutions to secure financing for customers. Negotiating loan terms, interest rates, and financing options on behalf of customers. Processing loan documentation, ensuring accuracy and compliance with regulations.Presenting and explaining additional finance and insurance products to customers, such as extended warranties, service contracts, or gap insurance.Educating customers on the benefits and value of these products and assisting with their selection. Collaborating with the sales team to integrate F&I product sales into the overall sales process. Maximizing revenue by effectively upselling and cross-selling F&I products to customers.Building and maintaining strong relationships with lenders and financial institutions. Negotiating and establishing partnerships with preferred lenders, seeking favorable terms and rates. Managing relationships with third-party vendors or providers of F&I products and services. Ensuring timely and accurate communication with lenders and vendors regarding loan processing and F&I product administration.Successfully increased the finance penetration rate from 80% to 116% by effectively promoting financing options, additional products and service contracts to customers. Implemented strategies to educate customers on the benefits of financing, resulting in a higher percentage of customers choosing financing over cash transactions. Collaborated with the sales team to integrate finance options into the sales process, leading to improved finance penetration rates.

Fort Lauderdale, Florida, United States

Identifying customer needs and recommending suitable vehicles, options, and upgrades. Demonstrating strong negotiation skills to reach mutually beneficial agreements with customers. Presenting and negotiating pricing, trade-in values, and financing terms to maximize sales opportunities. Overcoming objections and addressing concerns to alleviate customer hesitations or doubts.Demonstrated proficiency in effectively upselling additional products or services to customers. Consistently achieved high add-on sales percentages, maximizing revenue per transaction. Implemented successful techniques to highlight the value and benefits of add-on offerings to customers.Received recognition and awards from the dealership or industry for outstanding sales performance. Achieved top rankings in sales competitions by selling over 100% in products and services with each auto sale. Elected as a sales team leader or provided mentoring and guidance to junior sales consultants.

Fort Lauderdale, Florida, United States

Receiving and managing incoming inquiries from potential customers interested in reserving an automobile. Engaging with customers via phone, email, CRM to understand their preferences, vehicle requirements, and desired reservation dates. Providing accurate and detailed information about available vehicles, pricing, financing options, and any applicable promotions or discounts. Assisting customers in selecting the most suitable vehicle based on their needs, budget, and preferences.Applying effective sales techniques to promote and upsell additional products or services, such as extended warranties, maintenance plans, or vehicle accessories. Explaining the features, benefits, and pricing options of various vehicle models to help customers make informed purchase decisions. Maximizing sales opportunities by identifying and suggesting suitable vehicle upgrades or higher trim levels that align with customers' needs and budget.Collaborating with sales managers, finance teams, and other colleagues to facilitate a smooth and seamless reservation process. Communicating effectively with team members to share important information, updates, or changes related to vehicle availability, pricing, or promotions. Providing feedback and suggestions to improve the reservation process, customer experience, and sales effectiveness.

Fort Lauderdale, Florida, United States

Build and maintain strong relationships with customers to foster loyalty and repeat business. Follow up with customers to ensure their needs are met, gather feedback, and proactively address any concerns or issues they may have.Generate and maintain sales reports to track key metrics, such as customer inquiries, sales conversions, and customer satisfaction ratings. Provide regular updates to management on sales performance and customer feedback.Maintain accurate and detailed records of customer interactions, inquiries, and transactions in the company's CRM system. Update customer profiles with relevant information to support personalized service and future sales opportunities.

Pompano Beach, Florida, United States

Oversee the work of the teller team, providing guidance, support, and training as needed. Schedule teller shifts, assign tasks, and ensure adequate staffing levels to meet customer demands.Perform various cash handling transactions, such as deposits, withdrawals, loan payments, check cashing, and foreign currency exchanges. Accuracy and attention to detail are crucial to ensure the integrity of transactions and prevent errors or discrepancies.Uphold the bank's security protocols and ensure adherence to regulatory guidelines, such as verifying customer identification, reporting suspicious activities, and following anti-money laundering (AML) and compliance.Collaborate with bank managers and senior leadership to develop and execute strategies to enhance branch performance and profitability.