Melinda Howard

Manager: Hospitality, Programs & People

Jacksonville, FL 32256

adxgmm@r.postjobfree.com

+1-616-***-****

Polished and professional leader with a wide skill set. More than 20 years of customer service and management experience. Everything from non-profit program management and writing grants to hotel operations and call center management. Excellent communication skills with the belief that diversity and collaboration among teams produce synergistic results. Authorized to work in the US for any employer

Work Experience

Director of Operations

Courtyard by Marriott - Orange Park, FL

June 2022 to November 2022

• Responsible for daily operations of housekeeping, maintenance, and security for 150 room hotel.

• Ensured safe working conditions for all hotel employees by providing weekly safety tips and best practice guidelines for all departments

• Reviewed daily time and attendance punches in payroll system (Ultipro)

• Conducted monthly inspections of all rooms to ensure Marriott housekeeping standards are met

• Evaluated physical conditions of establishment daily to ensure good upkeep of hotel inside and out

• Maintained office and guest equipment (Onity, Uni guest, Blueprint, MGS, GXP)

• Communicated effectively (written and verbal) with employees and guests for the purpose of providing guests with the best possible service and stay

• Assisted with Front Desk duties as needed

• Acted as MOD in the absence of the GM/AGM

Operations Manager

Montage, Inc - Grand Rapids, MI

May 2019 to September 2021

• Managed busy call center both remote and in person (50 people all together from the leads to the reps)

• Oversaw adjudication, customer service and technician dispatch and claim resolution of more than 3000 claims per year

• Interpreted daily claim data to ensure swift handling and resolution of 3000+ daily open claims

• Reduced open claim volume by 50% by sharing clear goals with the department and asking the leads to participate in planning and owning the process by which the goals were achieved

• Implemented metrics and key performance indicators across the department to improve the quality and manor by which calls were handled

• Improved the onboarding process of new accounts by working closely with Sales, IT and Technician Services to make sure workflows were documented, understood and communicated successfully both internally and externally

• Raised $67,000 in FY2021 through a grant allowing key managers to participate in advanced leadership training

• Received $13,000 in wage reimbursements in FY2020 by collaborating with partnering agency’s direct hire initiative (PATH program through MI Works)

• Tracked employee timecard data and created an extensive FTE report for company president

• Developed a new system of coaching, including a document for each CSR and trained support staff to conduct positive coaching’s regularly with reps. This system includes communication to HR but more so helps us identify trouble areas where more intensive training can be done one-on-one

• Reduced errors in the parts ordering process by creating a system to handle specialty claims, review of all PO’s for accuracy and provide direct responses with Parts Department Emails; Also, created a “Part Order Error’ spreadsheet where we can track mistakes by rep and follow up with appropriate coaching/ re-training, reducing future errors

• Created an “on-line” schedule for the reps that is updated daily and always accessible

• Revised the break schedule to allow for an increased number of reps to be available for calls during breaks/lunches, which reduces call que wait times

• Manage time-card system for 40+ employees, approve requests for time off, ensure and approve accuracy of all timecards

• Plan and organize workflow for reps

• Handle escalations and requests from top accounts Home Health Management

Self-employed - Grand Rapids, MI

January 2010 to December 2018

· Provided Palliative Care

· Coordinated all aspects of treatment, medication and daily routines Martial Arts Instructor

Crusader Martial Arts

March 2002 to November 2013

· Obtained 2nd degree Black Belt Certification through constant, dedicated training 24 hrs/week for 6 years: Earning the “Outstanding Performance” Award

· Instructed up to 35 students in up to 4 classes weekly

· Managed student testing and promotion quarterly

· Communicated with parents, students and helped with office duties as needed Program Manager

Helen DeVos Children's Hospital, Spectrum Health - Grand Rapids, MI September 2004 to February 2010

· Wrote, managed, and reported on grants to sustain Non-Profit Children's Injury Prevention Program, increasing the total yearly operating budget from $62,000 to over $360,000

· Developed, implemented, and managed more than 500 events, 30 programs, 30 classes and numerous projects throughout Kent County in 6 years

· Represented HDVCH in more than 150 (TV, Radio and Print) media requests; Contributed to Women’s Day Magazine and regularly contributed to various other magazines; wrote 200+ press releases

· Prepared budgets and program result reports monthly, quarterly, and annually; Managed payroll for up to 30 people per event; Paid all program related expenses

· Recruited and trained over 500 volunteers to assist with special and regular events

· Educated 1000+ individuals yearly on proper safety practices for children ages 014 (Car Seat Safety, home safety, bike safety, water safety, crib safety and other)

· Acted as Lead Instructor, prepared classes and trained over 50 people to become nationally certified Child Safety Seat Technicians

· Developed relationships/partnerships with more than 100 community agencies

· Ordered, managed, and allocated safety related equipment to 10+ offsite locations

· Spoke at 4 conferences, 30+ schools, 20+ churches and more than 30 community agencies

· Traveled as part of the National Safe Kids Team to more than 5 states (some multiple times), set up events, promoted injury prevention and in some cases managed staff in partnership with GM, Chevy, NASCAR and the GM Test Track in Epcot

Center, Disney World

· Used hard work, dedication, and my passion for helping others to grow the program 6 times larger under the duration of my supervision

Education

B.S. in General Business

Davenport University - Grand Rapids, MI

Skills

• Professionally trained in public speaking and speaking to the media

• Program management (10+ years)

• Power Bi

• CRM

• 15+ years of customer service experience

• Able to handle multiple competing priorities on a regular basis

• Extensive event/project management coordination experience

• Microsoft Office

• Grant writing & management

• Events Management

• Process Improvement

• Fundraising

• Leadership

• Business development

• Virtual Observer (3 years)

• Management

• Project management

• Five 9 Softphone (3 years)

• Operations management

• Senior leadership

• Strategic planning

• Schedule management (10+ years)

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