Melissa Allen
Yelm
Summary
Dynamic professional with extensive experience in customer relationship management at Hilton Grand Vacations. Proven track record in exceeding sales targets and enhancing client satisfaction through effective communication and problem-solving skills. Adept at staff training and team leadership, ensuring high-quality service delivery in fast-paced environments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Server
Olive Garden
Tacoma
02.2025 - Current
- Provide high-quality customer service in a fast-paced dining environment.
- Ensure positive guest experiences with attention to detail and hospitality.
- Assisted guests with menu selections and dietary restrictions knowledgeably.
- Maintained cleanliness of tables, dining area, and service stations throughout shifts.
- Collaborated with kitchen staff to ensure timely meal preparation and delivery.
- Trained new servers on company policies, procedures, and service standards.
Health Home Care Manager
TheKey
Naples
06.2024 - 12.2024
- Oversaw individualized care plans for patients receiving home health services.
- Updated and maintained caregiver team of 130 caregivers orientations and schedules.
- Maintained oncall availability for all 300 clients after hours to include any issues/updates and questions while providing resolutions when needed.
- Coordinated scheduling on Wellsky system between patients, families, and caregivers to ensure consistent care.
- Monitored patient needs and communicated with providers to adjust care as necessary.
- Maintained compliance with care protocols and documented all services accurately.
- Acted as primary point of contact for patients and families, ensuring compassionate support.
- Coordinated with local facilities with discharging patients that were transferring to homecare and which included working with Epic and Mychart systems as well.
Outpatient Access Specialist I / ER Registrar
Lee Health
Estero
06.2023 - 05.2024
- Maintained accurate patient records in Epic; updated insurance and billing data in real time.
- Scheduled outpatient procedures across multiple specialties for both Lee Health and external providers.
- Accurately transcribed provider orders and followed up to resolve errors or missing information before scheduling.
- Answered 100+ inbound calls per day and consistently met daily department goal of 120 outbound scheduling calls.
- Educated patients on preparation instructions, MyChart use, and follow-up requirements.
- Verified insurance coverage and obtained authorizations when required, reducing denied claims.
- Documented all communication in Epic/MyChart with attention to detail and compliance standards.
- Acted as a liaison between patients, providers, and departments to resolve scheduling conflicts and improve patient experience.
- Utilized medical terminology daily to accurately interpret provider orders and communicate effectively with patients.
- Registered patients quickly and accurately, ensuring all forms and documentation were completed in compliance with HIPAA regulations.
- Collected and verified patient demographics, insurance eligibility, medical history, and financial responsibility.
- Assisted patients with understanding policies, co-pays, and billing procedures while maintaining a compassionate approach.
- Communicated effectively with patients and family members in stressful emergency settings, providing reassurance and clarity.
- Collaborated with clinical and nursing staff to ensure smooth patient flow and reduce wait times.
- Supported patient transport and monitored the waiting room environment for safety and compliance with hospital standards.
Client Relations Specialist
Stahlman-England Irrigation
Naples
06.2021 - 06.2022
- Maintained and answered all inbound and outbound calls for all clients and employees.
- Managed client accounts and generated highest department commissions in company history.
- Created and followed up on quotes, service requests, and new business leads.
- Updated and maintained spreadsheets with weekly and monthly client data.
- Acted as direct point of contact for accounts, resolving service issues quickly.
- Answered all emergency client requests quickly and effectively.
Member Services Manager
Fiddlers Creek Country Club
Naples
12.2019 - 06.2021
- Processed leases, DocuSign agreements, and approval documents for tenants.
- Handled all inbound calls regarding new homeowners and existing members while managing a team of four employees to assist in daily operations.
- Prepared monthly and quarterly membership reports; supported accounting with billing updates.
- Served as liaison with Comcast for member billing setup and issue resolution.
- Oversaw new membership applications and member services for a 4200-acre community.
- Implemented member-focused digital platforms and improved satisfaction ratings.
- Coordinated membership events, payroll, training, and billing processes.
Customer Relations Manager / Senior Sales Executive
Hilton Grand Vacations
Las Vegas
10.2015 - 12.2018
- Top producer, exceeding $1M in sales first year; awarded Platinum Achiever Award.
- Maintained long-term member relationships and managed ownership upgrades.
- Trained and mentored new employees in sales and customer relations.
- Conducted needs assessments with clients to align travel goals with ownership options.
- Maintained long-term client relationships, ensuring satisfaction and upgrades.
- Presented and closed sales agreements, ensuring accuracy in contracts and compliance.
- Trained, mentored, and scheduled new employees for sales and customer relations roles.
- Led motivational team meetings featuring nationally recognized speakers.
Flight Attendant
Allegiant Airlines
Las Vegas
04.2014 - 10.2015
- Ensured passenger safety and comfort during flights, including emergencies.
- Conducted pre-flight checks, maintained compliance, and documented reports.
Manager / Bartender
Miller's Ale House
Naples
01.2011 - 12.2013
- Trained and supervised staff, ensuring service quality and compliance.
- Organized events and managed bar operations at multiple new store openings.
Medical Assistant (Externship)
Naples
01.2012 - 03.2012
- Completed CMA training with experience in phlebotomy and medical coding.
- Certified in First Aid & CPR; supported front/back office operations.
- Assisted in front and back office functions in a primary care/urology setting.
- Supported providers with phlebotomy, patient prep, and medical coding.
- Collected vitals and updated patient records in compliance with HIPAA standards.
- Completed Certified Medical Assistant training; certified in CPR and First Aid.
Regional Account Representative
USXpress Inc
Chattanooga
04.2007 - 03.2009
- Managed Mid-Atlantic Region million-dollar accounts including Nestle & Niagara Waters.
- Booked and tracked freight, coordinated logistics, and ensured customer satisfaction.
Inbound Customer Service Representative
Cigna Healthcare
Chattanooga
11.2004 - 03.2006
- Answered high volume inbound calls, processed claims, and assisted providers and subscribers.
- Delivered strong customer service in high-volume environment.
- Processed claims, benefits questions, and policy verifications.
- Resolved billing and coverage issues with accuracy and professionalism.
- Delivered customer service aligned with HIPAA and compliance requirements.
Customer Service Representative and Claims
BlueCross BlueShield of Tennessee
Chattanooga
04.2002 - 10.2004
- Supported providers and subscribers with claims processing and benefits inquiries in a high volume inbound call center.
- Resolved escalated issues regarding denied claims and coverage discrepancies.
- Entered and maintained accurate claim records under strict deadlines.
- Delivered high-quality customer service in a fast-paced insurance environment.
Education
Associate - Medical Assisting
Southwest Florida College
Fort Myers, FLHigh School Diploma -
Glencoe High School
Gadsden, ALSkills
- Patient scheduling and registration
- Insurance claims and verification
- Customer relationship management
- Microsoft Office
- DocuSign and electronic records
- Hospitality and client services
- Staff training and team leadership
- Service prioritization
- Crisis resolution
- Problem solving
- Effective communication
- Team collaboration
- Positive guest interactions
- Guest engagement
Certification
- Certified Medical Assistant (CMA), Pending Completion, 2012
- CPR, AED, and First Aid Certified
- Food Handler Certification
- Driver's License, 12/01/26
- Real Estate License (Nevada), 2015-2017
Timeline
Server
Olive Garden
02.2025 - Current
Health Home Care Manager
TheKey
06.2024 - 12.2024
Outpatient Access Specialist I / ER Registrar
Lee Health
06.2023 - 05.2024
Client Relations Specialist
Stahlman-England Irrigation
06.2021 - 06.2022
Member Services Manager
Fiddlers Creek Country Club
12.2019 - 06.2021
Customer Relations Manager / Senior Sales Executive
Hilton Grand Vacations
10.2015 - 12.2018
Flight Attendant
Allegiant Airlines
04.2014 - 10.2015
Medical Assistant (Externship)
01.2012 - 03.2012
Manager / Bartender
Miller's Ale House
01.2011 - 12.2013
Regional Account Representative
USXpress Inc
04.2007 - 03.2009
Inbound Customer Service Representative
Cigna Healthcare
11.2004 - 03.2006
Customer Service Representative and Claims
BlueCross BlueShield of Tennessee
04.2002 - 10.2004
Associate - Medical Assisting
Southwest Florida College
High School Diploma -
Glencoe High School