Professional Summary

Twenty years of customer service across automotive, hospitality, and administrative work, with the most recent five focused on operations and process improvement. Founded SanctumTools LLC, an AI mental health support platform built on Firebase and the Claude API. Co-founded ChameleonGeneration.com. Track record of systemic, root-cause process fixes — including a 90% reduction in outstanding Accounts Receivable at a multi-million-dollar collision center. Seeking an Operations, Process, or AI Workflow role where customer-facing depth and applied AI practice converge.

Professional Experience

Action Advisors — High Point, NC

January 2026 – Present

Administrative Assistant

• Manage client-facing tasks at an accounting advisory firm; serve as the primary point of contact for clients during peak tax season.
• Run an AI-augmented client communications workflow: Microsoft Copilot triages email threads to flag unanswered inquiries, then drafts professional responses. Every draft is human-reviewed and verified against the original client request before sending. Human-in-the-loop, every time.

Capital Automotive of Greensboro — Greensboro, NC

November 2020 – September 2025

Office Manager, Carolinas Collision Centers

January 2024 – September 2025

• Reduced outstanding Accounts Receivable from approximately $500,000 to $49,000 — roughly a 90% reduction — by investigating every open balance, contacting insurance carriers directly when collections required it, and resolving disputes that had gone unaddressed for months.
• Diagnosed and fixed the systemic source of revenue leakage: implemented a workflow rule requiring final estimates to be aligned with insurance carriers' final supplements at the start of each claim, eliminating the close-then-reopen pattern that was generating write-offs.
• Executed daily financial reconciliation across CCCOne and CDKGlobal at 100% data accuracy and regulatory compliance.
• Trained 5+ new employees on office procedures, customer service standards, and proprietary software systems.

Collision Center Coordinator

March 2022 – October 2023

• Mastered and utilized industry-specific software platforms (CCCOne and CDKGlobal) to optimize repair order processing, tracking, and management for an average caseload of 50+ active files.
• Administered complex vendor relationships, ensuring meticulous data entry and invoice verification within the CDK system.

Receptionist

November 2020 – March 2022

• Answered all incoming dealership calls on the Mitel phone system and routed them to the appropriate departments (sales, service, parts, finance).
• Greeted and assisted customers in the showroom as the first point of contact for the dealership.
• Designed and rolled out a tag sign-out system that eliminated recurring lost and missing tag issues.
• Performance in this role led to promotion to Collision Center Coordinator in March 2022.

Self-Directed Projects & Technical Focus

Technical Proficiency

Key Achievements

• AR Turnaround: Reduced outstanding receivables from ~$500K to ~$49K (90%) at Carolinas Collision Centers through process diagnosis, workflow change, and systematic claim-by-claim investigation.
• Full-Stack AI Builds: Designed and shipped two production-quality AI applications (SanctumTools, melaniekertley.com) on Firebase + Claude API stack.
• Data Integrity: Maintained 100% accuracy in daily multi-system financial reconciliations across CCCOne and CDKGlobal.
• Process Architecture: Identified and resolved a systemic revenue leakage pattern (premature claim closure) that had been costing the business unrecovered insurance supplements indefinitely.

Education

General Equivalency Diploma (GED) — New York State Education Department