Program & Operations Leader - Constituent Services

PHILLIP MELTON

Program & Operations Leader Constituent Services · HR Operations · Process Improvement

Kailua, HI 96734 · 808-***-**** · *************@*******.*** · linkedin.com/in/phillip-melton-a2049576

PROFESSIONAL SUMMARY

Public-sector program and operations leader with 10 years of progressive experience across state government, healthcare operations, and member services. Most recently directed constituent services for the State of Hawaiʻi Office of the Governor, leading a 9-person hybrid team across Oʻahu and neighbor islands that resolved up to 1,500 cases per month for 1.4 million residents across 18 executive departments, closing urgent cases within 48 hours and all others within a week. Holds an MBA and an MS in Human Resource Management. Known for redesigning workflows and escalation protocols, recovering $985K in claim revenue, cutting records-processing time 30%, and lifting constituent satisfaction 25%.

CORE COMPETENCIES

Constituent Services Leadership Program & Operations Management Policy Implementation

Distributed Team Leadership Community Engagement Case & Escalation Management Conflict Resolution

HR Operations & Compliance HRIS & People Analytics Diversity, Equity & Inclusion Records Management & HIPAA

Process Improvement (Lean Six Sigma) Workflow Optimization KPIs & Performance Metrics Claims Processing

PROFESSIONAL EXPERIENCE

Manager of Constituent Services Oct 2024 – Aug 2026

The Office of the Governor — State of Hawaiʻi · Honolulu, HI

●Directed constituent services for the Governor's Office, overseeing intake, routing, and resolution of public inquiries across 18 executive departments serving 1.4 million residents. The team resolved up to 1,500 cases per month, closing urgent cases within 48 hours and all others within one week.

●Led and mentored a 9-person team across Oʻahu and neighbor islands (4 in-office, 5 remote), setting performance metrics that kept service quality consistent across a distributed workforce.

●Redesigned service-delivery workflows and escalation protocols using Lean Six Sigma principles, improving response consistency and speed on high-volume caseloads.

●Partnered with cabinet-level departments and senior leadership to turn executive policy priorities into operational programs.

●Served as primary liaison between the Governor's Office and community stakeholders, building underserved-community input directly into program design.

Constituent Services Specialist II Aug 2024 – Oct 2024

The Office of the Governor — State of Hawaiʻi · Honolulu, HI

●Promoted within months of hire for resolving escalated, multi-channel constituent cases that required cross-departmental coordination and executive-level follow-through.

Constituent Services Specialist Jan 2024 – Aug 2024

The Office of the Governor — State of Hawaiʻi · Honolulu, HI

●Launched public engagement initiatives that drove a 25% increase in constituent satisfaction.

●Built and executed strategic communication plans to address public inquiries more efficiently and transparently.

●Educated constituents on state government services and priorities, strengthening public trust.

Health Information Management Technician Apr 2023 – Jan 2024

Castle Medical Center (Adventist Health) · Kailua, HI

●Redesigned health-records management workflows, cutting processing time 30% while maintaining accuracy standards.

●Implemented data-accuracy protocols that strengthened patient information quality and HIPAA compliance across multiple departments.

●Partnered with security and litigation teams to resolve sensitive records inquiries with precision and discretion.

Care Connection Associate Jun 2022 – Apr 2023

Castle Medical Center (Adventist Health) · Kailua, HI

●Managed the referral pipeline for primary and specialty care, growing patient referrals 15% through relationship-building with referring practices.

●Verified insurance eligibility and coordinated benefits, ensuring seamless claims processing and patient access to care.

Patient Access Scheduling Representative Nov 2021 – Jun 2022

Castle Medical Center (Adventist Health) · Kailua, HI

●Identified and corrected insurance claim errors, recovering $985K in COVID-19 claim revenue — the department's highest individual contribution on record.

●Improved EHR data integrity by correcting demographic and vaccination record errors across the system.

Resident Services Specialist Apr 2021 – Nov 2021

Hunt Companies, Inc. · Kailua, HI

●Coordinated resident services for a military housing community, sustaining high satisfaction and retention through responsive issue resolution and lease administration.

Membership Coordinator Sep 2016 – Apr 2021

YMCA of Honolulu · Honolulu, HI

●Led member engagement and retention efforts for nearly five years through community-centered programming and relationship management.

●Designed and implemented new operational procedures aligned with organizational goals, supporting program administration and community outreach.

EDUCATION

Master of Science, Human Resource Management Conferred Sep 2025

Western Governors University

●SHRM- and HRCI-aligned program; earned SHRM Inclusive Workplace Culture credential through a DEI-focused capstone.

●Completed HR Technology & Analytics certificate with hands-on HRIS platform and people-analytics experience.

Master of Business Administration (MBA) Conferred Sep 2024

Western Governors University

●Coursework: leadership, financial management, marketing, and strategic planning.

●Capstone project integrating real-world business strategy, stakeholder alignment, and operational execution.

Bachelor of Science, Recreation Administration Dec 2014

Eastern Illinois University · Charleston, IL

●Full-time internship, Charleston Parks and Recreation Department — coordinated city-wide recreation programs and public events.

CERTIFICATIONS & TECHNICAL PROFICIENCIES

Certifications: Google Project Management Certificate (Coursera, 2023) · Lean Six Sigma White Belt (Educate 360, 2023)

Systems & Tools: MS Office Suite, Google Workspace, HRIS platforms, Kronos, ActiveNet, Powerchart, EMR/EHR systems, Yardi, VAMS, Microsoft Teams, Indigov

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