Melanie Fonua
West Valley City,UT
Summary
Detail-oriented and customer-focused professional with 10+ years of experience in aviation support, healthcare administration, customer service, and operations. Proven ability to handle high-pressure environments, ensure safety compliance, and deliver excellent service. Strong communication, multitasking, and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Manufacturing/Line Assembly
OC Tanner
Salt Lake City, UT
11.2024 - Current
- Packing and Shipping orders to customers.
- Engraving, Etching, Direct Print and Colorfill trophies, plaques and other items for various companies.
- Working with shipping and Receiving.
- Working with customer returns.
Cabin Crew Member
Unifi Cabin Cleaning
Salt Lake City, Utah
06.2025 - 08.2025
- Use a SIDA Badge to in and out of the Planes.
- Wait for instructions for the Lead before approaching the aircraft.
- Make sure we sanitize the galley, lavatories and cabin area.
- Deep clean aircrafts do security searches. Also make sure seals aren’t missing or broken.
Mailroom Sorter and QA Reworks, Community and State (Copier/Data Entry/Sorter)
Firstsource
Salt Lake City, UT
01.2012 - 05.2021
- Type 70 WPM
- Make sure that the Outpatients names and addresses are correct on their insurance cards.
- Make copies of every United Healthcare cards to scan into the system.
- Scan All the Copies.
- QA I have make sure all documents and claims are correct before we send them out to India.
- Assist with sorting and cutting the mail for employees to help speed up the process for the insurance claims to be processed.
- Use Microsoft Excel to track all claims that were processed.
- Use Citrix to track all claims that is requested from India.
- Send emails of our work total for the day/week out to India.
- Work hand in hand with the Supervisor to get all the work done.
- Stay until clean desk.
- Community and State/United Healthcare
Reservation Agent
Delta Airlines
Salt Lake City, UT
08.2021 - 09.2024
- Take calls
- Help Diamond, Platinum, Gold, and Silver Medallions book fits using miles, companion certificates and upgrade certificates.
- Reach out to support desk for assistance to manually reissue tickets.
- Provide information about flights.
- Reissue tickets
- Rebook flights
- Offer sales on American Express credit cards.
- Offer information about security checks at the airport.
- Assist with baggage.
- Assist co-workers with manual reissuing tickets.
- Book flights
- Assist with irregular operations with flight delays and cancellations also with schedule changes.
Security Cart Screener
DGS/UNIFI
Salt Lake City, UT
04.2021 - 08.2021
- For safety and security we must always make sure the seal on the truck is not tampered with or broken. If is broken we send the trucks back to Newrest and call Airport Coordination Center, Operations&Customer Center and our PM Program Manager.
- As a cart screener make sure all cans of soda all way the same. Make sure there is not contraband such as Guns, Knives, Bombs etc is in the cart. Once we know everything is cleared the cart is cleared to be sealed. If we do fine any of these Prohibited Items in the carts we call 911, ACC, OCC and our PM. Working at the Aircraft Operation Area AOA, we are responsible to make sure the seal on the truck matches the seal on the paperwork. Their information on the Paperwork to correct from the Seal Time, The Date, The Truck Number, The Drivers Name and SIDA badge number is correct, and if the seal number is correct as well. We also need to make sure the Seal color on the truck is the correct color. When everything checks out the drivers are clear to go.
- We need to make sure their arrival time to the AOA is not past the hour mark.
- Entry into AOA you must remain at the gate until the gate is fully closed to make sure no one enters.
- If we see any FOD in our area we must pick it all up and throw it away for safety.
- Call Menzies Dispatch to fill up the company vehicle.
- Set Up the cones.
- Makes sure we are familiar with the Screener Catering Cart SOP.
Reservation Advisor
Marriott Vacations Worldwide
Salt Lake City, UT
02.2020 - 10.2020
- Book reservations for our customers
- Offer travel insurance.
- Let the customers know of any upgrades.
- Help them pay their bill.
- Escalate the phones calls.
- Make sure owners are updated on their ownership.
Patient Registration&Lobby Specialist
Intermountain
Murray, UT
05.2019 - 02.2020
- Maintain professionalism with patients
- Build a rapport with the patients.
- Makes sure to make collections with every registration if possible.
- Go over insurance and balance with the patient.
- Make sure that patients insurance is within the hospital's network and if its not in network we must let the patients know and explain that they're insurance only has a limited coverage with in our hospital.
- Have the patients sign the hospital consent.
- Go over the patients rights and responsibilities and always make sure that we shred any personal information of the patients due to HIPAA.
- Be open minded and listen to the patient.
- If collections are taken make sure to record in the R1 Hub. And record it in the collection tracker.
- Work on the worklists make sure all the high dollar accounts are passed and that they're insurance information is correct.
- If their accounts are not complete call the patients and verify accounts and then complete it.
- Make sure all trainings are done.
- If Medicaid shows as failed on the R1 Hub, open the Medicaid Eligibility Tool and check through there.
- Check to see if Medicaid patients accounts pass with the Medicaid Eligibility Tool.
- Assess the needs of the patients and provide service information and check in the patients. information/check patient in
- Use iCentra to register the patient. And use Excel to track collections
- Communicate with DR/RN while admitting Medical Coding for bills
- Show the patients the correct place to go.
- Call the operator for assistance if we do not know what building to send patients to.
- Collect all the pagers.
- Assist the patients on how to use the kiosk.
- Take phone calls and send them to the right departments.
- Make sure that mail, or medical supplies, etc are picked up and make sure they sign.
- Make sure to print off a statement for the patients and also scan one into their accounts on iCentra so that the billing department can see what they paid (if they paid) or the total amount for the surgery.
- Check to see if the patients are in the right building for their surgery.
- Have Outstanding communication skills, both verbal and written.
- Standing: Daily
- Walking: Daily
- Sitting: Daily
- Reaching with hands and arms: Daily
- Use of hands to handle objects: Daily
- Have Outstanding People Skills
Sewer Operator
Beehive
Salt Lake City, UT
11.2018 - 05.2019
- Maintain 100% with Efficiency (Speed) and Quality.
- BSI (Paid By Piece Rate)
- Keep up with team meetings and prayer.
- Sew Female bottoms for Carinessa.
- Be aware when you sew so you won't hurt yourself.
Counselor II/Office Specialist/Dispatch/Intake
Salt Lake Valley Detention
Salt Lake City, UT
01.2014 - 01.2018
- Makes sure the youth is safe and secure.
- Makes sure room searches and strip searches are conducted to make sure there is no contraband on the youth.
- Count and make sure headcount is correct during meal times as well as leaving or returning back to the units, when we go outside, and also at bedtime.
- Make sure the Youth deep cleans their rooms, section and also make their shower rolls every week/day.
- As a Counselor make sure you have lots of patients with the youth.
- Give the youth their Rules and Expectations of the section and hallways and classrooms and chapel.
- Makes sure we do programming with all the youth.
- Build a rapport with the youth.
- Make sure you write in every file and it gets done correctly.
- Work closely with high risk and violent offenders, mental illnesses and low function youth.
- If and incident or fight breaks out makes sure an incident report is done.
- If there was a youth who came in as suicidal, make sure suicide assessments are done as well as SPS forms.
- Conduct perimeter searches before taking the kids outside and also to the gym.
- Makes sure the hallway and classrooms are being cleaned.
- Call up to control and ask for security check before leaving the sections.
- Use non-violent crisis intervention techniques
- Communicate information from the first shift the staff that comes in for the second shift as well as to those who work grave yards.
- Make sure the youth is keeping conversations and interactions appropriate.
- Do not be violent with the youth.
- Contact Parents and Caseworker if their youth is placed on Suicide.
- Help find great programs that will benefit/help our youth once they are released from D.T.
- Make sure every supplies/utensils are accounted for in the section.
- If we ever go hands on with a resident make sure Incident Report is done and contact Supervisor, Coordinator on Shift and the Director.
- As dispatch we are the eyes of the facility. We must monitor every activity on camera.
- Make sure that every unit is secure and safe.
- If we see a fight we have to call it overhead where the location of the fight is and call for the Safety Team or Duress to head over to that area.
- Before the shift starts down in intake we have to get the headcounts of all the residents to make sure that they are all still in the facility. Once count clears we call it over head that the counts have been cleared.
- Also for intake we have to make sure that when a resident comes in we have to do a full body sure to make sure that the resident did not come into the facility with any weapons, drugs, etc.
- We also must take their vitals if its not showing normal the Cops then have to take the kid to the hospital.
- We also must do filings down in intake if there is down time.
- In control/dispatch we have to be the one to open the doors for everyone unless staff has keys.
- Every unit that plans to go to the gym, school, or church they must get an okay from control room before they can move. We have to make sure that no units cross paths due to a no contact order for the kids. Especially if they have a co-defendant.
- If someone collapses or is really ill and collapses we have to call a code blue.
- When or if there is a fire, we have to call a code red and get every staff and residents to line up at the nearest exit and then have everyone follow the directions that are given. Also make sure you get the count of the Residents and staff, (or teacher, or priest or medical staff if there are any in your unit.) Also we have to make sure that during visiting hours that the family and residents are appropriate. Search them after every visit. Wand the family members.
- Also transfer calls to the right places.
- When the residents are all in bed. Make sure that the doors are all secure.
- As a office specialist, you have to make sure that every visitor is signed in.
- Make sure to separate the mail and deliver the mail to the right place.
- Send emails to workers if they need to be sent or if given by the Director to send out.
- Make sure that all professional workers for the kids are where a visitors badge.
- Wand down family members or have them walk in the security the metal detectors to make sure that they didn't bring any weapons.
- Make sure that the cops put their gun in the gun stalls or lockers.
- Make copies of documents for the Director or supervisors that need them.
- Also sign for packages and deliver them to the right people. Take phone calls and transfer phone calls to the right place.
- Make sure all court documents are done before the kids head out to court.
- First person that visitors meets.
Sales/Customer Service Representative
CenturyLink/DirecTV
Salt Lake City, UT
01.2013 - 01.2014
- Offer DirecTV at every call.
- Make sure we meet the customer's needs so that they would continue to work with CenturyLink and DirecTV as well.
- Type 70 wpm
- Be Patient
- Always talk to the customers in calm voice.
- Have good communicating and listening skills.
- Build a rapport with the customers.
Cashier
L&L Hawaiian BBQ
Salt Lake City, UT
01.2011 - 01.2012
- Handling money for customers.
- Receiving payment by cash, and/or credit cards.
- Count money in cash drawers at the beginning and also at the end of shifts to ensure that amounts are correct and that there is adequate change.
- Clean and order the restaurant
- Greet customers
- Speaking directly to the customers.
- Having good listening skills.
- Must have a calm communicating skill.
- Always be friendly with the customers.
- Being patient and humble.
- Build a rapport with the customers.
Education
Social Work
University of Utah
Salt Lake City, UTHigh School Diploma -
East High School
Salt Lake City, UT06.2010
Skills
Customer Service
Data Entry (70 WPM)
Microsoft Office
HIPAA Compliance
Medical Billing & Coding
Flight Reservations
Safety & Security Procedures
Conflict Resolution
Communication
Team Collaboration
Citrix
Timeline
Cabin Crew Member
Unifi Cabin Cleaning
06.2025 - 08.2025
Manufacturing/Line Assembly
OC Tanner
11.2024 - Current
Reservation Agent
Delta Airlines
08.2021 - 09.2024
Security Cart Screener
DGS/UNIFI
04.2021 - 08.2021
Reservation Advisor
Marriott Vacations Worldwide
02.2020 - 10.2020
Patient Registration&Lobby Specialist
Intermountain
05.2019 - 02.2020
Sewer Operator
Beehive
11.2018 - 05.2019
Counselor II/Office Specialist/Dispatch/Intake
Salt Lake Valley Detention
01.2014 - 01.2018
Sales/Customer Service Representative
CenturyLink/DirecTV
01.2013 - 01.2014
Mailroom Sorter and QA Reworks, Community and State (Copier/Data Entry/Sorter)
Firstsource
01.2012 - 05.2021
Cashier
L&L Hawaiian BBQ
01.2011 - 01.2012
Social Work
University of Utah
High School Diploma -
East High School