Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Melanie Berry

Las Vegas,NV

Summary

Dynamic project management and customer service professional with a proven track record at Teksystems, achieving a 98% project completion rate. Expertise in strategic decision-making and team collaboration enhances operational efficiency and customer satisfaction. Proficient in PeopleSoft and Oracle, contributing to effective solutions that balance customer needs with business objectives. Committed to maintaining financial accuracy while delivering exceptional service.

Overview

17
17
years of professional experience

Work History

Front Desk Clerk

Sportsmans Royal Manor
Las Vegas, NV
06.2024 - Current
  • Processed payments, issued bills and kept drawers accurate to meet financial targets.
  • Verified identification for security purposes prior to issuing room keys.
  • Assisted in resolving customer complaints and inquiries in a timely manner.
  • Wrote and maintained incident reports, daily activity logs, and other documents as requested by management.
  • Greeted, registered and assigned rooms to hotel or motel guests.
  • Conducted daily shift reports to review occupancy levels and revenue figures.
  • Responded to inquiries and room requests made online, by phone, and via email.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Processed payments accurately and efficiently.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.

Flight Attendant

Spirit Airlines Inc.
Boca Raton, FL
08.2023 - 03.2024
  • Greeted passengers, answered questions, and directed them to their seats.
  • Performed pre-flight checks on the aircraft's interior components such as exit doors and lavatories.
  • Cooperated with pilots and crew members while performing duties on board the plane.
  • Demonstrated safety equipment and procedures to meet FAA guidelines.
  • Adhered to company policies regarding security measures and protocol at all times.
  • Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally.
  • Enforced FAA and airline rules with passengers in business, economy and first class.

Case Management Coordinator

Jack Cross Investments
Las Vegas, NV
08.2022 - 08.2023
  • Developed care plans tackling clinical, financial challenges, and family needs.
  • Oversaw and tracked program activities ensuring high standards.
  • Leveraged case management tools and conflict management techniques to help interdisciplinary teams achieve optimal outcomes.
  • Reviewed and developed intake and discharge planning strategies to encourage client engagement and retention.
  • Guided advocates, case managers, interns, and volunteers to enhance a positive atmosphere.
  • Guided clients and families to court, appointments, public benefits, and community agencies.

Project Manager-Remote

Teksystems
Seattle, WA
10.2021 - 07.2022
  • Managed over 125 customer accounts at any given time
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Completed project assignment ahead of time with 98% completion overall.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Reported regularly to managers on project budget, progress and technical problems.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Planned, designed, and scheduled phases for large projects.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Identified plans and resources required to meet project goals and objectives.

Customer Service Specialist

My Daily Choice
Las Vegas, NV
02.2020 - 10.2021
  • Assist customers with access to their account, starting their accounts, and closing accounts via email, telephone, or instant messaging
  • Provided primary customer support to internal and external customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Managed over 50 customer calls and emails per day

Cruise Resolution Specialist

Expedia Group
Las Vegas, NV
10.2018 - 02.2020
  • Managed 20 calls per day and maintained closed satisfaction rate of 96%.
  • Reviewed legal documents and contracts to determine potential conflicts and disputes.
  • Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
  • Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
  • Applied effective time management techniques to meet tight deadlines.
  • Excellent communication skills, both verbal and written.

Business Associate Specialist II/ Senior Representative (Team Lead)

Sprint
Las Vegas, NV
10.2007 - 08.2018
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Engaged with customers to build business relationships.
  • Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
  • Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval.
  • Managed 14 agents to 170 agents at given time

Education

No Degree - Business Administration And Management

Ashford University
San Diego, CA

Emergency Medical Technician -

Olive Harvey College
Chicago, IL

No Degree - Business Administration And Management

Chicago State University
Chicago, IL

No Degree - Business Administration And Management

Northern Illinois University
Dekalb, IL

Skills

  • PeopleSoft, Oracle, Avaya
  • 60 wpm; 10,000 kph
  • Project planning and development
  • Complex Problem Resolution
  • Project Coordination
  • Strategic Decision-Making
  • Effective Team Collaboration
  • Dependable and responsible
  • Project Management Support
  • Administrative skills
  • Time management
  • Cash handling
  • Guest relations
  • Listening skills
  • Hotel services and hospitality
  • Customer service

Affiliations

Las Vegas Black Film Festival Movie Screener and Volunteer

Ujima Community Services LV LLC Volunteer

CEO Holley's Hope Organization

Timeline

Front Desk Clerk

Sportsmans Royal Manor
06.2024 - Current

Flight Attendant

Spirit Airlines Inc.
08.2023 - 03.2024

Case Management Coordinator

Jack Cross Investments
08.2022 - 08.2023

Project Manager-Remote

Teksystems
10.2021 - 07.2022

Customer Service Specialist

My Daily Choice
02.2020 - 10.2021

Cruise Resolution Specialist

Expedia Group
10.2018 - 02.2020

Business Associate Specialist II/ Senior Representative (Team Lead)

Sprint
10.2007 - 08.2018

No Degree - Business Administration And Management

Ashford University

Emergency Medical Technician -

Olive Harvey College

No Degree - Business Administration And Management

Chicago State University

No Degree - Business Administration And Management

Northern Illinois University

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Melanie Berry