Customer Service Store Manager

DENA HICKEY

************@*****.*** 720-***-**** Brighton, CO 80601

Summary

Forward-thinking and friendly with distinguished ability to multitask, modernize offices and streamline procedures. Fantastic attention to detail and commitment to optimizing patient experiences through individualized care. Skilled at customer service with training in ECW Focused Store Manager versed in all aspects of running retail establishment including opening and closing procedures, banking, merchandising and recruiting. Keeps operations efficient, productive and on-track to consistently meet and exceed expectations. Sales expert with unparalleled communication and relationship-building talents.

Skills

Front desk operations

HIPAA guidelines

Referral verification

Telephone etiquette

Proficient in ECW

Customer service

Hospitality

Reliable

Outstanding communication skills

MS Office proficient

Accurate cash handling

Employee development

Customer retention

Schedule management

Experience

Gaylord of the Rockies Resort

Aurora, CO

Guest Services

01/2021 - Present

Balanced accounts and conducted audits to keep bookkeeping current.

Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.

Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.

Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.

Handled payment processing duties and provided customers with receipts and proper bills and change.

Managed customer complaints and rectified issues to complete satisfaction.

High Plains Community Health Center Lamar, Colorado

Medical Receptionist

06/2020 – 01/2021

Conducted patient intake interviews to collect medical information and insurance details.

Supported administrative and healthcare staff, providing order fulfillment and inventory management services to ease operations.

Compiled physical and digital documents, charts and reports to meet business and patient need.

Entered patient information including insurance, demographic and health history into the system to keep all records up-to-date

Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.

Dollar General Julesburg, CO

Store Manager

06/2017 - 07/2019

Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.

Met budget targets by controlling expenses and eliminating wasteful behaviors.

Hired, trained, evaluated performance and enforced disciplinary actions for 15 associates.

Managed payroll for over 15 hourly and salaried employees.

Subway Flagler, CO

Store Manager

11/2014 - 06/2015

Generated repeat business by responding to customer concerns with friendly and knowledgeable service.

Coached and empowered employees by creating and sharing motivational vision plans.

Delegated work to employees based on shift requirements, individual strengths and unique training.

Trained employees on store security, monetary procedures and customer service expectations.

Oversaw inventory management through cycle counts, audits and shrinkage control.

Hired, trained, evaluated performance and enforced disciplinary actions for 10 associates.

Managed payroll and time and attendance systems.

Omni Interlocken Hotel LLC Broomfield, CO

Hotel Night Auditor

07/2008 - 11/2014

Balanced accounts and conducted nightly audits to keep bookkeeping current.

Input customer data using [opera] software and made immediate updates to reflect room changes.

Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.

Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.

Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.

Handled payment processing duties and provided customers with receipts and proper bills and change.

Education and Training

Frederick High School Frederick, Co

High School Diploma

05/1984

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