MELISSA ACOSTA
Summary
Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.Driven, hard working, and personable leader offering results oriented, attention to detail approach with more than 20 years of experience in management roles across diverse environments in hospitality. Professional with hands-on experience in advising and optimizing benefits for diverse client needs. Strong communicator with focus on achieving impactful results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Health Benefits Advisor
Aetna Integrated Concierge Services
12.2020 - 09.2024
- Provided white glove service and end-to-end clinical offerings for large plan sponsor member support. Personalized service based on member, benefits, health information, and through engagement.
- Handled customer service inquiries and problems via telephone, internet, web-chat or written correspondence for medical and pharmacy high tech member advocacy service.
- Utilized resources to assist customers in understanding components of the Aetna products including claims, accumulators, usage and balances, and cost sharing.
- Resolved customer complaints using established follow-up procedures. Assisted patients in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
- Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
- Facilitated communication between patients and medical professionals, ensuring clarity and understanding for all parties involved.
General Manager of Operations, Aviation Lounge
Sodexo Magic - Delta Sky Club
02.2016 - 01.2018
- Managed the Operations Department, front and back of house, to ensure flawless execution of all PS service and brand standards.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Delivered consistent results in challenging market conditions through sound decision-making based on comprehensive data analysis.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
General Manager of Suites, Atlanta Falcons
Levy Restaurants - The Georgia Dome
06.2014 - 02.2016
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management.
- Contributed to the growth and profitability of the business, with management oversight for 171 suites, ensuring quality standards were maintained in terms of product, service, safety, and sanitation.
- Cultivated menu planning and design in collaboration with Executive Culinary Chefs. Managed the process of ordering and maintaining all inventories, cost control measures for labor and waste management.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Manager of Suites, San Diego Padres
Delaware North - Petco Park
03.2005 - 06.2014
- Collaborated with front-of-house and back-of-house team members to guarantee that event day operations ran smoothly and successfully for both guests and team members.
- Fostered a positive rapport with the client by developing and maintaining constructive relationships and communication.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Conducted interviews, onboarding and implemented product knowledge training to enhance employee performance and skill development.
- Enhanced staffing strategies were implemented to manage payroll expenses in accordance with the Union contract.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Associate of Science - Business
Grossmont College
El Cajon, CA06.2005
Skills
- Benefits Administration
- Operations Management
- Staff Development
- Business Analysis
- Logistics Management
- Customer Relationship Management (CRM)
- Financial Management
- Business Planning
- Team Leadership
- Business Administration
- Healthcare knowledge
- Benefits analysis
- Project Management
Certification
- Certified ServSafe Manager
- Micros Simphony Property Expert
- PCI Compliance Training – Managers
- CPR Certified
- Microsoft Office
- Micro Focus Rumba
- PegaREACH Professional
- CISCO GPS
Timeline
Health Benefits Advisor
Aetna Integrated Concierge Services
12.2020 - 09.2024
General Manager of Operations, Aviation Lounge
Sodexo Magic - Delta Sky Club
02.2016 - 01.2018
General Manager of Suites, Atlanta Falcons
Levy Restaurants - The Georgia Dome
06.2014 - 02.2016
Manager of Suites, San Diego Padres
Delaware North - Petco Park
03.2005 - 06.2014
Associate of Science - Business
Grossmont College
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