Melissa Hicks has over 10 years of experience in customer service, operations management, and human resources roles. She is skilled in project management, process improvement, training, and communication. Her experience includes roles managing memberships, operations, and human resources at THIRDHOME, Lucas Orthodontics, Elevate Church, and Chick-fil-A. She has a bachelor's degree in English and is proficient in various software programs.

1. Melissa Hicks
— E-Mail: melissakhicks@gmail.com
Professional Summary
Self-motivated individual that is extremely organized. Ability to complete numerous projects under self-guided time management.
Focused worker with constant attention to detail in order to yield professional and successful results with all tasks. Able to streamline
processes to create a more efficient time-line. Works well to lead or to follow depending on the necessity of each task.
Experience
THIRDHOME October 2015 – October 2016
Senior New Memberships Manager, Affiliate Department
• Contact and initiate relationships with potential new members of private residences and residence clubs.
• Work with luxury residence clubs in marketing to their owners.
• Field and respond to incoming leads through THIRDHOME marketing endeavors.
• Create property pages for new club members including photographs, descriptive content etc.
• Regulate week inventory by contacting members and residence clubs.
• Participate in weekly staff meetings.
• Answer inbound calls to the Affiliate division of THIRDHOME.
• Effectively and professional provide correspondence to existing and potential club members.
• Responsible for overall personal customer satisfaction.
• Facilitate travel plans for THIRDHOME members.
Lucas Orthodontic Group August 2013 – October 2015
Customer Service Specialist, Operational Manager/Trainer
• Create processes and training materials for Lucas Orthodontics Call Center.
• Train incoming front desk and call center employees.
• Work front desk areas: checking patients in and out for appointments, scheduling, payments, phones, scanning, filing.
• Schedule appointments for new patient consultations, recall consultations, starts and routine orthodontic maintenance.
• Call can verify insurance information for submitting dental claims, scan and file EOBs, etc.
• Answer inbound calls for 6 offices, answer necessary questions or delegate calls to appropriate parties.
• Effectively and professionally provide correspondence to patients and doctors with written, oral and interpersonal communication
skills – recall cards, postcards, letters.
• Filing of electronic charting with HIPPA compliance, maintain patient records.
• Implement organizational methods to improve work-flow – call center and front desk areas.
• Finalize contracts and take payments for patients.
Elevate Church 2009 – June 2013
Connections Director: Leading Life Groups and Ministry Involvement
• Self management with telecommuting and office hours.
• Run monthly financials and bookkeeping through QuickBooks. Distribute quarterly giving statements.

2. 2
• Coordinate, recruit, train and prepare all Life Group elements: leaders, timeline, functions and curriculum.
• Plan and prepare for Staff and Church wide connection events: send invites, maintain guest lists, coordinate event details (food,
décor, childcare, etc.)
• Participate in weekly staff meetings to bring fresh perspective, involvement in growth and planning.
• Help execute weekly service set-up and teardown for hospitality team. Create monthly rotations. Aid in recruitment and training.
• Run office administration responsibilities: track and update office calendar: office supply orders, maintenance and shopping; post
office/mail sorting; in house and “church contact” emails and phone calls; all in house printing.
Chick-fil-A Sports Arena 2008 – July 2012
Manager and Director of Human Relations
• Execute orientation for new team members: including training plans, 90-day follow up and all HR paperwork.
• Weekly operations of schedule making process for 40+ employees.
• Weekly CORE leadership meeting to ensure all communication is running effectively through the store, overview of goals and
preparation for what is to come.
• Effectively communicate with all team members on current month’s happenings with monthly newsletters, emails, phone calls and
store postings.
• In house – Recognition of birthdays, anniversaries and planning of “5 Years of Work” anniversary dinner and celebration night.
• Aid in coordinating team member rally – Pursuit of Excellence Rally and Employee Christmas Party.
Education
University of West Georgia 2006-2008
• Degree Sought – English Degree, GPA 3.0
• Member of Sigma Tau Delta (English Honors Fraternity)
• Reading of Personal Work at Undergraduate Conference – Spring 2008
Kennesaw State University 2005 - 2006
• Degree Sought – Undeclared
Skills
Outlook / Microsoft Office (Mac & PC): Excel. Word. PowerPoint / Microsoft PDK: Personal Data Keeper / SalesLogix: Customer
Relationship Management Software / QuickBooks / Fellowship One Database / Planning Center / Labor and Scheduling Software -
@CFA / Training / Typing: 60+wpm / Filing / Editing / Copying. Scanning. Printing – Industrial Konica Minolta Printer / Invoice
Management / Customer Service
REFERENCES UPON REQUEST