Melissa Gilbert
Brooklyn
Summary
Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life. Motivated Hotel Front Desk Clerk provides outstanding customer service and administrative support. Possesses exceptional problem-solving skills and resolves customer inquiries and complaints in timely manner.
Overview
13
13
years of professional experience
Work History
Case Manager
Project Redirect
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Stayed current on mental health research to follow new developments and research in mental health field.
- Provided ongoing support and guidance for clients during their job search, leading to increased confidence and motivation.
- Enhanced job placement rates by developing strong relationships with local businesses and understanding their workforce needs.
Guest Services Associate
Moderne Hotel NYC
01.2019 - Current
- Oversaw front desk operations, focusing on hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues related to rooms or reservations with knowledgeable and friendly service.
- Trained new staff on procedures, compliance requirements, and performance strategies.
- Greeted visitors and offered assistance to build rapport and enhance retention.
- Managed cash flow, audited tills and receipts, and upheld policies to increase profits.
- Maintained knowledge of nightlife, local dining, and historic sites to share with guests.
- Booked appointments, accepted payments, and answered guest inquiries.
- Engaged guests upon arrival, offering assistance with wayfinding.
- Provided guest relations, schedule development, data management, and payment processing.
- Addressed complaints regarding housekeeping and room service.
- Performed concierge services for guests.
- Collaborated with the customer service team to deliver exceptional service to all guests.
Behavioral Health Specialist
Kindler Aba
04.2022 - 03.2023
- Developed personalized treatment plans focusing on each client''s unique situation and goals, leading to better therapeutic results.
- Implemented and established behavior strategies by setting rules, reiterating expectations, and rewarding good behavior.
- Worked closely with adults and children in community settings, at residential facilities and within homes.
- Observed and monitored client behavior and responses to treatment.
Front Desk Receptionist
Moderne Hotel
05.2019 - 03.2022
- Managed daily functions such as check-in, check-out, and guest services, impressing guests with quality and timeliness of services rendered
- Registered and assigned rooms to guests, provided room keys, received messages, and maintained accounts
- Communicated standards of performance and staff's role in contributing to individual and team success with detail-oriented and motivational approach.
Cash Office Assistant
Lowes
06.2016 - 10.2018
- Prepared revenue and expense forecasts and successfully administered $10,000 budgets with no overages
- Protected business from unnecessary liability by carefully following security and safety standards
- Responsible for handling checks, cash and money orders and recording incoming and outgoing funds and keeping funds in a secured place until they are deposited.
Sales Manager
Forever 21
12.2011 - 12.2015
- Set high bar for customer service and trained staff in consultative sales techniques
- Resolved customer complaints and made sure customers received needed services from company
- Recruited and hired new sales associates by assessing their enthusiasm, persistence, communication, selling, and closing skills
- Increased revenue by developing customer relationships, leading to substantial sales growth.
Education
High School Diploma - Communication Arts
Edward R. Murrow High School
Skills
- Customer Service
- Reservation Processing
- Front Desk Management
- Payment Collection
- Front Office Management
Timeline
Behavioral Health Specialist
Kindler Aba
04.2022 - 03.2023
Front Desk Receptionist
Moderne Hotel
05.2019 - 03.2022
Guest Services Associate
Moderne Hotel NYC
01.2019 - Current
Cash Office Assistant
Lowes
06.2016 - 10.2018
Sales Manager
Forever 21
12.2011 - 12.2015
Case Manager
Project Redirect
High School Diploma - Communication Arts
Edward R. Murrow High School
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