Manager

RESUME

Melissa S. Hood

**** ******** ***** *****, **********, KY 40258

***************@*****.*** 502-***-****

Professional Summary

Seasoned Operations and Project Management professional with over 15 years of leadership experience in healthcare operations, business transformation, and cross-functional team management. Proven track record in delivering multimillion-dollar cost-saving projects, enhancing process efficiency, and driving continuous improvement initiatives. Certified in Lean, Six Sigma (Green & Yellow Belt), and Kaizen, with a strong ability to align operational goals with strategic objectives. Adept at leading enterprise-level projects, managing stakeholders, and mentoring high-performing teams.

Core Competencies

Strategic Project Management

Process Improvement (Lean/Six Sigma)

Cross-Functional Leadership

Budgeting & Cost Control

Vendor & Stakeholder Management

Operational Readiness & Implementation

Change Management

Performance Coaching & Staff Development

Medicare/Medicaid Operations

Professional Experience

Milestones Services LLC – Louisville, KY

Director of Operations Sep 2021 – Jul 2025

Spearhead operational strategies and cost-efficiency initiatives across the organization.

Design and implement employee evaluation systems to improve productivity and performance.

Lead HR-related functions including recruitment, performance management, and employee relations.

Align departmental goals with business objectives, promoting leadership development and community integration for clients with intellectual disabilities.

Drive operational compliance with budget forecasts and financial goals.

Humana Health Insurance – Louisville, KY

Business Project Manager Jul 2013 – Sep 2022

Directed thirty-eight enterprise-wide projects totaling over $57 million in savings, focusing on Medicare/Medicaid and healthcare operations.

Led cross-functional teams through project lifecycles, including scoping, requirements, testing (SIT/UAT), and go-live readiness.

Managed stakeholder engagement, budget analysis, cost/benefit assessments, and risk mitigation.

Maintained change control logs and performed root cause analysis for continuous improvement.

Presented funding proposals and project outcomes to executive leadership, securing approvals and support.

Business Consultant – G&A & Vendor Management Jul 2011 – Jul 2013

Developed and implemented Lean practices across internal business units and external vendor operations.

Delivered coaching, modeling, and performance training for staff and vendor teams.

Served as liaison between leadership and front-line teams to resolve conflicts and enhance communication.

Conducted site audits and assessments to ensure compliance and consistency across locations.

Quality Production Leader Jul 2005 – Jul 2011

Managed and coached teams of analysts with a focus on quality assurance and performance metrics.

Created and executed test plans for Medicare product rollouts and system enhancements.

Led process improvement initiatives and became SME in operational analysis and quality control.

Designed new workflows, procedures, and auditing frameworks that increased accuracy and compliance.

Education

Sullivan University, Louisville, KY

PhD Studies in Business Management – Conflict Management (Not Completed) 2015–2017.

Indiana Wesleyan University, Marion, IN

MBA, Healthcare Management 2012–2014

Spalding University, Louisville, KY

B.S. in Business Administration 2008–2011

Jefferson Community College, Louisville, KY

Associate Studies, Business Management 2001–2003

Certifications & Skills

Lean Certified Six Sigma Black, Green & Yellow Belt

Kaizen Process Improvement (3-Time Award Recipient)

Microsoft Word, Excel, PowerPoint, Access, Visio, SharePoint

SME Certified Star Award Recipient

Data Analysis, Root Cause Analysis, Performance Auditing

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