Alexia Horsman
Customer-focused operations professional with experience supporting clients across healthcare administration, property management, and financial services. Skilled at managing high-volume communications, complex documentation, and CRM systems while keeping accuracy, confidentiality, and compliance front and center. Known for strong problem-solving, organization, and streamlining workflows to make fast-paced environments run smoothly. Self-motivated and reliable in remote work settings, consistently delivering results while maintaining clear communication and top-quality client support.
Professional with strong background in coffee service and team leadership. Skilled in customer service, inventory management, and quality control. Known for fostering team collaboration, adapting to changing needs, and consistently achieving operational goals. Reliable and results-driven, with focus on maintaining high standards and enhancing customer experiences.
Knowledgeable Lead Barista with proven track record in overseeing daily operations and ensuring top-notch customer service. Successfully managed team dynamics and streamlined processes to enhance efficiency. Demonstrated leadership and communication skills, fostering collaborative and productive work environment.
Experienced with team leadership, fostering environment of collaboration and efficiency. Utilizes strong organizational skills to ensure smooth operations and high-quality customer service. Track record of effective communication and conflict resolution, driving team success.
Results-driven hospitality professional equipped to elevate team performance and customer satisfaction. Brings valuable experience in managing shifts, training staff, and maintaining high standards of service. Known for strong teamwork, adaptability, and excellent problem-solving abilities.
Work History
Seasonal Tax Preparer Assistant - Remote
1 Year 4 Months- Delivered high-volume customer support via phone and chat, resolving tax preparation questions, account issues, and software troubleshooting to enhance user experience
- Guided users through tax filing steps including document entry, deductions, credits, and submission processes
- Maintained strict confidentiality while handling sensitive financial and personally identifiable information in compliance with privacy and security standards
- Recorded customer interactions, resolutions, and case details accurately in internal CRM and case management systems to maintain comprehensive support records
- Escalated complex tax or technical issues to licensed tax professionals or advanced support teams.
Bartender/Server
2 Years 8 Months- Mixed cocktails, poured beverages, and maintained consistent drink quality across busy service periods.
- Delivered attentive table service, accurately taking orders and resolving guest needs promptly.
- Coordinated food and beverage timing with kitchen staff to support efficient guest service.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Trained new staff on service standards, point-of-sale procedures, and guest engagement.
- Recommended menu items and brewery offerings based on guest preferences and pairings.
- Processed payments accurately, balanced cash drawer, and closed checks with minimal errors.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
- Assisted with inventorying beverage stock and bar supplies.
- Practiced safe work habits, wearing protective equipment and consistently following MSDS and OSHA standards.
- Developed creative bar menus and drink recipes by researching emerging industry trends.
Leasing Consultant
2 Years 9 Months- Streamlined tracking of documentation, contracts, and confidential client records, enhancing organization and accessibility through effective management of CRM systems.
- Streamlined tracking of documentation, contracts, and confidential client records through effective management of CRM systems.
- Responded to high-volume inquiries via phone and email while meeting performance benchmarks and resident retention goals
- Maintained strong resident relationships by addressing questions, resolving concerns, and coordinating with maintenance teams
- Coordinated move-in and move-out processes, ensuring accurate records and compliance with lease agreements for improved resident satisfaction.
Patient Representative
3 Years 1 Month- Utilized Epic EMR to manage electronic records, update patient information, and coordinate provider documentation.
- Streamlined communication processes with patients, effectively resolving inquiries and maintaining exceptional professionalism.
- Ensured consistent 24–48 hour turnaround times to enhance patient care and documentation accuracy.
- Streamlined patient communication processes, resolving inquiries promptly and fostering trust.
- Collaborated with providers, insurance representatives, and third parties to enhance documentation workflows, minimizing delays in patient care.
Shift Lead
3 Years 5 Months- Trained baristas on beverage standards, register procedures, and service expectations to improve consistency.
- Coached partners on drink preparation, workflow priorities, and store routines to strengthen performance.
- Led store floor coverage and delegated tasks to maintain efficient customer service during peak periods.
- Monitored cash handling, POS accuracy, and transaction completion to support daily operations.
- Coordinated opening and closing procedures, including cleanliness, readiness checks, and equipment setup.
- Resolved customer concerns promptly while maintaining service quality and supporting team productivity.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Managed inventory replenishment and restocked supplies to prevent interruptions in beverage preparation.
- Reinforced food safety, sanitation, and product handling standards throughout shift operations.
- Established positive rapport with customers and staff members alike through strong communication skills.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
- Mentored team members in professional development activities that ultimately led to promotions within the organization.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
Education
No Degree - Coursework In Healthcare Studies
GED
Skills
Certification
- Certified Food Handler - 2026-2029
- TAPS - 2026-2029