Melissa Buys
Social Services Director
Chandler,AZ
Summary
Dedicated Social Service director with 15+ years of experience managing programs focused on individuals with intellectual and developmental disabilities. Characterized as a dedicated servant leader who is organized, procedural, dependable and displays exceptional communication skills. Driven by a willingness to provide top notch service to individuals and the community. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
18
18
years of professional experience
Work History
Human Services Unit Supervisor
Arizona Dept. of Economic Security (DDD)
05.2023 - Current
- Developed, evaluated, and maintained member service plans to maintain compliance
- Leadership and team building
- Mentored and trained 3 new team members
- Interviewed, counseled, and interacted with members and family members
- Problem identification and resolution
- 100% timeliness on all reports for 8 months in a row
- Worked independently and within diverse work teams
- Documented case files and information within required timelines
- Maintained HIPAA compliance
- Empowered 70+ members to advocate for themselves
- Improved the wellbeing of 70+ members through physical and mental health.
Front Desk Agent
Aimbridge Hospitality
07.2023 - Current
- Collected room fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Business Owner/Independent Consultant
Direct Sales
05.2006 - Current
- Educated clients through face-to-face and online Zoom demonstrations
- Encouraged sexual health advocacy among clients and team members
- Developed marketing strategies to grow the client base at least 10% increase year over year through various networking methods
- Increased sales numbers by at least $20,000 per year
- Maintained constant communication and follow up through CRM software, email blasts, phone calls/scheduled texts, social media platforms, Canva and newsletters
- Maintained a calendar for scheduling and prioritizing tasks to promote productivity
- Built relationships with over a thousand clients and hired, trained and managed my team of 28 remotely and in person
- Developed and implemented coaching strategies to support my team to meet goals
- Held monthly meetings, prepared newsletters and presentations and developed coaching call strategies
- Created new streams of revenue through online management of CRM software systems
- Attended quarterly training and leadership development classes to learn new technology, education and strategies to develop and grow my business.
Business Development Consultant
Therap Services
03.2022 - 03.2023
- Combined sales, teaching, consulting and computer skills to close sales equaling 3x my salary in account acquisition
- Event and logistics management for over 10 local and regional events
- Resolved all customer inquiries with formal and informal presentations
- Communicated the value of our software solution with prospects and clients through Google suites software
- Developed thorough understanding of each account’s industry and business
- Maintained accurate records of over 100 customer contacts including emails, invoices, and delivery of support services through the use of Salesforce, SAP Concur
- Provided training to users via Zoom, at conferences and over the phone
- Worked both independently and remotely and as part of a diverse and dynamic national organization.
Quality Assurance Manager
Opportunity House, Inc
11.2021 - 03.2022
- Facilitated the onboarding of scheduling software for employees
- Oversaw Case Management software and helped troubleshoot issues
- Supported the 4 nursing staff by assisting with data entry, nursing assessments and other duties as needed
- Trained direct care and QIDP staff on state requirements and agency policies
- Assisted with the development of training tools for policy and procedural documents
- Performed quality assurance processes and safety compliance
- Analyzed data and applied this to future training modules
- Maintained familiarity with industry best practices and standards
- Facilitated effective communication across all departments
- Fostered teamwork to accomplish departmental and organizational goals
- Maintained cooperative working relationships across the organization and with other community agencies, funders/regulators, parent/guardians, and other stakeholders
- Achieved an A+ rating with our licensing and accreditation survey.
Assistant Director of Residential Services
Opportunity House, Inc
09.2017 - 03.2021
- Developed and maintained quality services and engaging activities that met the individuals’ needs in the residential program
- Managed the daily operations in compliance with state and federal requirements
- Conducted interviews and selected appropriate staff to work with our 65 clients, resulting in a decrease of staff turnover by 5%
- Career development to hire, train, supervise, discipline and mentor the 8 Case Managers
- Increased visibility and awareness of our agency through Social Media posts, stories, photos and event advertising
- Occasional medication administration, pharmacy refills, communication with various doctors to make sure that there is a smooth transition for new or changed medication
- Wrote, implemented and reviewed Individual Service Plans for 27 clients
- Supervised the accountability of the 8 case managers in keeping monthly deadlines for their workload
- Financial responsibility for the operational budget of 9 homes
- Built and maintained relationships with families, the community, the board of directors, and regulatory agencies
- Prepared and reviewed incident reports for both internal and external agencies
- Developed new policies and procedures for the changing state regulations
- Team collaboration to plan and implement for our 4 annual fundraising events as well as increasing donation amounts by at least 15% year over year.
Case Manager/QIDP
Opportunity House, Inc
07.2015 - 09.2017
- Exercised discretion and HIPAA compliance in program and client related matters
- Analyze problems, develop solutions and use independent judgment in decision making
- Planned, coordinated and implemented services to meet the needs of 65 clients
- Lead the interdisciplinary team and communicated developments to all team members
- Communicated effectively, fostered productive teamwork to accomplish goals and advocated for client's health, safety, welfare and personal well-being
- Assisted individuals with maintaining their independence
- Worked closely with the Director of Nursing and other healthcare professionals to coordinate all of the client’s medical, psychiatric needs and medication management.
Education
Master of Arts in Special Education -
University of Phoenix
Phoenix, AZBachelor of Arts in Recreation Administration -
University of St. Francis
Joliet, ILSkills
- Project Management
- Issue Resolution
- Program Development
- Leadership/Training
- Event management
- Sales/Marketing
- Customer service
- Fiscal Management
- Hospitality
- Customer Service
- Problem-solving skills
- Guest Services
- Conflict Management
Timeline
Front Desk Agent
Aimbridge Hospitality
07.2023 - Current
Human Services Unit Supervisor
Arizona Dept. of Economic Security (DDD)
05.2023 - Current
Business Development Consultant
Therap Services
03.2022 - 03.2023
Quality Assurance Manager
Opportunity House, Inc
11.2021 - 03.2022
Assistant Director of Residential Services
Opportunity House, Inc
09.2017 - 03.2021
Case Manager/QIDP
Opportunity House, Inc
07.2015 - 09.2017
Business Owner/Independent Consultant
Direct Sales
05.2006 - Current
Master of Arts in Special Education -
University of Phoenix
Bachelor of Arts in Recreation Administration -
University of St. Francis
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