Vanessa Derosa
North Tonawanda
Summary
Results-driven professional with expertise in customer relationship management and system vulnerability resolution. Proven ability to enhance quality control and facilitate resolutions, ensuring exceptional service and operational efficiency.
Overview
17
17
years of professional experience
Work History
Rapid Resolutions Expert
United Healthcare
Kingston
01.2023 - Current
- Claims processing
- Identify and resolve system vulnerabilities.
- Update and maintain provider contract rates within internal databases.
- Facilitate resolutions between members and providers by interceding on behalf of member as needed
- Collaborate with other departments to ensure quality control across multiple books of business.
Menu Operations Lead
TORI
Boston
11.2022 - Current
- Responsible for the intake, processing, and programming of all menu data into the menu management system.
- Coordinating between all departments to ensure timely and effective menu releases.
- Communicate with customers to execute custom requests, and resolve outstanding issues.
- Engineer scalable handler logic for dynamic application workflows.
- Mitigate operational challenges with targeted interventions.
Director of Operations
Lucrum Mgmt
Buffalo
01.2019 - 11.2022
- Responsible for all aspects of Human Resources.
- Created, managed, and directed a payment processing department to ensure compliance with all industry standards.
- Created successful email, text, and chat support campaigns with the industry's first creator of the products.
- Successfully transitioned all staff to remote-based work during COVID regulations through communication software, Google Docs, and Meet.
- Projected financial outcomes for the company based on data, and set up reasonable short-term and long-term plans to achieve desired results.
Assistant General Manager
Garden Place Hotel
Williamsville
01.2009 - 12.2012
- Supervised daily hotel operations for guest services and staff management.
- Developed schedules to ensure adequate staffing during peak periods and events.
- Managed guest relations, addressing concerns and providing exceptional service experiences.
- Collaborated with department heads to streamline processes and improve overall operations.
- Oversaw inventory management, ensuring adequate supplies for hotel operations and services.
- Implemented marketing strategies to promote hotel services and increase guest bookings.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Helped team develop specialized projects, events and promotions.
Education
Hospitality and Tourism Management
Niagara University
Niagara Falls, NYSkills
- Customer relationship management
- Menu management
- System vulnerability resolution
- Project management
- Data analysis
- Process improvement
- Database maintenance
- CRM software expertise
Timeline
Rapid Resolutions Expert
United Healthcare
01.2023 - Current
Menu Operations Lead
TORI
11.2022 - Current
Director of Operations
Lucrum Mgmt
01.2019 - 11.2022
Assistant General Manager
Garden Place Hotel
01.2009 - 12.2012
Hospitality and Tourism Management
Niagara University