Melissa Scott
Hanover
Summary
Highly motivated Human Service professional seeking employment in related field. Background includes BS in Education supported by 16 years of customer service and data entry experience. Known for high productivity and completing tasks with precision. Specialize in financial reconciliation, guest service management, and operational efficiency improvement. Excel in time management, problem-solving, and adaptabilty.
Overview
18
18
years of professional experience
Work History
Night Audit
Waterford Hotel Group
Gettysburg
07.2021 - Current
- Facilitated communication between night audit staff members and day shift teams ensuring smooth transition between shifts.
- Resolved any discrepancies or issues related to night audit operations in a timely manner.
- Performed guest check-ins and check outs, securing payment, verifying and adjusting bills as needed.
- Reconciled daily financial transactions and process end of day night audit report.
- Responsible for handling guest billing, booking and inquiries with professionalism and attention to detail
Human Service Analyst
Commonwealth of PA Department of Human Services
Harrisburg
12.2018 - Current
- Provided technical support and troubleshooting assistance to customers in resolving their inquiries or issues.
- Performed root cause analysis on escalated cases to identify underlying causes of issues reported by customers.
- Participated in training sessions related to product updates, software upgrades.
- Conducted desk and onsite reviews of Medicaid Managed Care Organizations to ensure compliance with the Community Health Choices Agreement.
Income Maintenance Caseworker
Commonwealth of PA Department of Human Services
Gettysburg
12.2007 - 12.2018
- Performed data entry into computer systems for tracking client information.
- Provided information to clients regarding available services and resources.
- Communicated effectively both orally and in writing when explaining eligibility and discussing case details and concerns.
- Accurately performed mathmatical calculations to determine eligibility for various programs
- Interacted objectively and with sensitivity to employees, applicants, customers and management in stressful situations.
- Investigated fraud or abuse in cases related to public assistance programs.
Education
Bachelor of Science - Education
Indiana University of PA
Indiana, PA12-1992
Skills
- Complex problem solving
- Regulatory compliance
- Conflict resolution
- Attention to detail
- Active listening
- Customer satisfaction
Timeline
Night Audit
Waterford Hotel Group
07.2021 - Current
Human Service Analyst
Commonwealth of PA Department of Human Services
12.2018 - Current
Income Maintenance Caseworker
Commonwealth of PA Department of Human Services
12.2007 - 12.2018
Bachelor of Science - Education
Indiana University of PA