Customer Care Staff

T

heresa Hardy

https://www.linkedin.com/in/theresa-hardy-995834114/-/********@*****.***/- 971-***-****

Value Profile

Focused with obtaining support and services for all members and clients. Intervention of crisis, assess and facilitate needs, resource allocating. Navigation assistance of programs and research sources of care. Skilled in care, resources, quality, teamwork with complete ability to work with or without supervision.

Assist with all operations using the necessary skills to achieve expert care, support, resolution, office logistics, and smooth daily operations.

Areas of expertise

Communication Schedule management Problem Solving

advocacy Diplomacy & Confidentiality Case Management

Flexibility leadership research

Intervention Support Services Supervision

Leadership

Guided team of 30+ operational employees (20 direct reports) Ensured excellent quality control, customer relation management. Raised overall scorecard by 30% (to level 2).

Achieved highest QA scores to date, implemented new policy and procures.

Opened new property, assisted in new hires, product implementation, quality control standards.

Reduced waste by 35% utilizing green standards, reuse and donations. Procurement of new equipment supplies and vendors through research and acquiring new accounts.

Communication

Served as cross functional leader to manage problem solving issues surrounding customer care and requests.

Coordinated 16 Q&A’s with management, staff and Executive team by implementing new communication and team building skills. This catapulted development of new policies to the handbook and elimination of others.

Researched and procured new communication devices to streamline communication, which resulted in time savings, 80% less paperwork and customer satisfaction.

Flexible means of communication through web, video and text platform

Provide support though several communication channels

Creatively results-focused

Designed and implemented new trainings in safety and staff development for a staff of 30+

Designed and Implemented new green practices for property

Researched and procured new procedures in departments for higher cleanliness levels and par levels

Acquired new accounts for use by property with new billing procedure

Utilization of means of communication and support services

Education

ADMINISTRATIVE PROFESSIONAL AAS. PRESENT CLACKAMAS COMMUNITY COLLEGE

Major: Administration

Minor: Accounting and Marketing

BUSINESS ADMINISTRATION AAS. PRESENT CLACKAMAS COMMUNITY COLLEGE

Major: Business

Minor: Human Resources

Professional Organizations

American Hotel and Lodging Association

American Hotel and lodging Educational Institute

American Society of Administrative Professionals

Phi Theta Kappa

Oregon City Chamber of Commerce

Women’s AXILLARY, Willamette Falls

CLACKAMAS COUNTY DA

NRCVD

Community Volunteer

Phi Theta Kappa- Bi-annual road clean-up. Reading to elementary students

Student leadership- assist in on campus and off campus activities such as sexual assault awareness and domestic violence awareness.

Provide meals and supplies to homeless

Volunteer Victim’s Advocate

Professional History

Genentech-2020-2021

Reimbursement Specialist

Investigation of patient’s insurance benefits and obtains prior authorization information of medications at the patient/family request. Investigates patients insurance benefits Identifies network providers, provider restrictions, co-pays as needed Documents requirements for prior authorization and medical review process Documents activities appropriately in progress notes Pursue product coverage for patients in accordance with the payers authorization requirements within the departments established performance criteria Maintains payer profiles by recording payer specific data promptly into the system Convey outcomes of benefit investigation to internal contacts (i.e. case managers). Effectively apply learnings to provide effective reimbursement services. Effective compliance of procedures. Communication, listening, and open expression of ideas fluently and logically; Teamwork and collaboration. Support and communication within colleges and support staff. Achieving results and achieving goals and metrics with little or no errors. Accountable for meeting commitments; recognizes the contributions of peers. Proficient in all aspects of reimbursement. Understanding of reimbursement/funding resources and how to access resources and managed care industry. Use of investigational analytical skills. Communication of written and verbal form. Team collaboration. Effective problem solving and excellent customer service with exceptional attention to detail and prioritization of tasks.

Clackamas Community College-2017-2020

Assistant Administrative II

Scheduling and managing of appointments through, email and phones. Manage calendars, oral and written communication, provide documentation and delivery of necessary information, file management, and event planning. Compose agendas and other projects through Microsoft Office. Resolution and conflict management. Maintain discretion and privacy per FERPA standards. Procurement of supplies and inventory management. Assessment and proactivity need of staff, clients and advisors. Conduct meeting with students, technical and course work support. Manage case load of students, facilitate meetings, community resources and assist with student resources and aid issues.

Best Western, Portland Oregon- 2007 - 2016

Director of Rooms, Housekeeping manager and lead Housekeeper

Manage all areas of room control. Property Management. Office logistics. Safety Training. Customer Care. Reservations. Sales, Vendor Coordination. Quality assurance. Policy and Procedure Adherence. Staff Development. Office Administrative Assistance, Event Planning, Supervised staff of 30+

Hilton Hotels & Resorts-2005-2007

Housekeeping Supervisor

Open and close house, Quality control for rooms and property. Customer Care. Assist in Banquet serving and plating. Staff development. Staff Training and development. Safety training and official representative for property. Scheduling of staff schedules and duties. Cleaned guest rooms as needed. Supervised staff of 30+

Red Lion on the River and Double Tree-2004-2005

Inspectress

Opened and closed house, quality control for rooms and laundry department. Interdepartmental communications. Staff development and training. Customer Care. Cleaned rooms and all areas as needed. Supervised staff of 25.

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