Dynamic leader with a proven track record of driving operational excel
Resume:
Melissa Prato
************@*****.*** • 617-***-****
• Honolulu, HI 96815
Dynamic leader with a proven track record of driving operational excellence, fostering collaboration, and achieving measurable outcomes across diverse industries.
Experienced professional with a passion for team leadership, customer relations, and stakeholder engagement. Well-versed in independent decision-making and strategic planning to drive organizational success. Dedicated to fostering inclusive environments and empowering teams for impactful community-driven outcomes. Strong background in hiring, onboarding and training and development, with a focus on enhancing employee engagement and performance. Highly regarded as Motivational Manager and Analytical Problem-Solver; adept at team building, and customer relations. Demonstrated expertise in conducting investigative research, analysis, and deriving actionable conclusions. Proficient in troubleshooting and pinpointing pain points to drive effective solutions.
Areas of Expertise
• Team Building & Leadership
• Strategic Planning
• Performance Enhancement
• Community Outreach
• Customer Relationship Management
• Training & Development
• Conflict Resolution
• Stakeholder Engagement
• Team Leadership & Collaboration
Relevant Career Experience
Cambia Health Solutions, Portland, OR 2020-2022
Manager, Benefit Development
Cultivated and sustained community relationships while exploring new collaboration opportunities through targeted outreach. Coordinated with internal stakeholders to enhance product alignment and visibility, overseeing various cross-functional projects. Scrutinized current policies and procedures for ongoing enhancement to ensure the efficacy of benefit plans in line with organizational objectives.
• Executed 4+ community-based interventions, effectively addressing health disparities on a local level.
• Conducted thorough market research to identify and rectify crucial gaps in health disparities, leading to tailored interventions with tangible outcomes.
• Reviewed state and federal bills for plan impacts, providing insights to Legislative Affairs and implementing mandate requirements post in-depth analysis.
• Ensured 100% compliance with state and federal benefit regulations, upholding healthcare standards. Cambia Health Solutions, Portland, OR 2016-2020
Benefit Development Specialist II
Verified consumer publications to uphold quality and intent standards. Supported continuous accuracy of product information by assisting in proofing the manual product repository throughout the year. Recommended and implemented operational enhancements to boost efficiency and overall quality. Contributed as a committee member in cross-functional decision- making and planning for benefit and product-related changes Documented Product Platform Team discussions and decisions to uphold transparency and accountability. Regularly informed stakeholders of results on a quarterly basis to maintain engagement in the decision-making process.
• Improved processes and efficiency by creating a standardized benefit analysis form to enhance documentation and ensure consistency in benefit change analysis.
• Ensured financial sustainability of benefit programs by initiating ongoing quality improvement strategies focused on risk management and cost-saving opportunities.
Tufts Health Plan, Boston, MA 2015-2016
Supervisor, Community Relations Outreach
Executed new initiatives to promote proactive involvement in healthcare among the public. Developed formalized training, including resource documents, to empower team members and the community with essential knowledge and resources.
• Improved health outcomes and accessibility by educating our diverse population on available resources, with a focus on addressing healthcare barriers.
Supervisor, Appeals & Grievances 2011-2014
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Conducted meetings with direct reports to provide directives and feedback, fostering clear communication and maintaining high standards by issuing corrective action plans when necessary to address performance issues.
• Utilized de-escalation techniques for conflict resolution, ensuring a positive and productive work environment while handling sensitive issues.
• Achieved smooth regulatory review processes and cultivated positive relationships with key stakeholders by engaging with state review agencies, Office of Patient Protection, accreditation agencies, and high-profile employer groups. Additional Experience:
The Jeansonne 7 (J7), Remote 2024- present
Consultant
Providing comprehensive support and expertise as well as oversight of multiple projects for an ALS Family Nonprofit Start- Up. Collaborating with family members to develop the mission, vision, and goals for the organization aimed at supporting ALS patients and their families. Working with stakeholders to design and implement support programs tailored to the needs of ALS patients, including caregiver support, resources, and advocacy efforts. Directing various social media campaigns and brand postings to bolster online presence and engagement. Coordinating opportunities for public speaking engagements, newscasts, podcasts and video conferences including marketing for the upcoming publication of their first book.
• Assisting in creating a fundraising strategy, including donor outreach, and organizing fundraising events to secure initial funding for the nonprofit.
• Guiding the family through the legal and administrative steps of establishing a nonprofit, including filing for 501(c)(3) status, developing bylaws, and setting up a board of directors.
• Fostering relationships with local healthcare providers, ALS advocacy groups, and community members to build a network of support and collaboration.
• Creating marketing materials and a social media strategy to raise awareness about ALS and promote the nonprofit's initiatives and events.
Lemuria Crystal Shop, Haleiwa, HI 2023-2024
Manager of Operations
Cultivated a harmonious workplace environment by mediating conflicts, promoting collaboration, and boosting employee morale. Crafted, formatted, and validated procedural content to clarify expectations, ensure policy compliance, and uphold best practices. Established and maintained instructional materials like tutorials and knowledge-based content to foster continuous employee growth and reference. Instituted consistent disciplinary processes through the creation of structured language for verbal and written warnings, complete with scenarios and examples. Directed various social media campaigns and brand postings to bolster online presence and engagement.
• Generated comprehensive staff schedules to ensure optimal staffing levels and operational smoothness.
• Educated staff on company policies, procedures, and best practices, empowering them for proficient role execution and optimizing overall performance.
• Orchestrated store operations for peak efficiency, elevating customer shopping experiences and satisfaction through exceptional service and issue resolution.
• Enhanced operational consistency and accelerated new employee onboarding by developing the "Employee Training Manual," delineating in-store processes and workflows. Senior Appeals Analyst/ Mental Health Service Coordinator at Tufts Health Plan and Mental Health Associate at The Arbour Hospital
Education
Master of Science: Criminal Justice
Salem State University - Salem, MA
Honoree of Alpha Phi Sigma- National Criminal Justice Honor Society Thesis: Human Trafficking accepted and published in the State College Graduate Student Research Symposium Bachelor of Arts: Psychology
Boston University - Boston, MA
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Affiliations
Member of HOLA, employee resource group at Cambia Health Solutions aimed at increasing awareness and opportunities for the Hispanic and LatinX communities.
Selected as a Consumer Champion at Cambia Health Solutions, for my dedication to solving pain points and suggesting process improvements.
Member of the Association of Latino Professionals for America (ALFPA) Former Board Member of Haiti Agape Health, Y Achiever's Tufts Health Plan Chapter and the Stoneham Alliance Against Violence.
Languages
Spanish- Native or Bilingual
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