Alicia Kaahanui-Gauss
Las Vegas ,NV
Summary
I am currently relocating to Waynesboro, PA by end of April 2025.
I am skilled with 25 years of exceptional customer service experience. Throughout my career, my focus has been on improving client satisfaction through effective communication and problem resolution. I possess a strong background in data analysis, account management and consistently maintaining regulatory compliance while streamlining processes. I am passionate about supporting community initiatives and driving operational efficiency, whether in a remote or office work setting.
Overview
25
25
years of professional experience
Work History
Public Benefits Specialist 3
Department of Social and Health Services WA State
04.2023 - 09.2024
- Conducted interviews in person and remotely to determine and/or re-determine the clients eligibility for public benefit programs such as Cash, Food and Medical Federal and State assistance in the Washington State only.
- Processed changes in client circumstances. Implemented Federal and State regulations and determined the effect of continuing eligibility for active and inactive client benefits.
- Having knowledge of fundamentals for person-to-person communication; office practices and procedures; business English and letter writing; spelling and arithmetic.
- Worked closely with supervisors, lead workers and trainers in a professional and respectful manner. Developed interviewing skills; learned to interpret and analyze data in accordance with established procedures.
- Worked diligently with other state agencies and community partner services.
Customer Service Specialist 2
Department of Social and Health Services WA State
09.2022 - 04.2023
- Provided professional assistance to the entire team and manages organization and sanitation within the office
- Reconciled Translation Logs for Walla Walla office. Conducted office supply orders, consolidated all invoices and made sure to budget accordingly.
- Managed high volume office while maintaining a courteous and professional demeanor.
- Provided face to face assistance and problem-resolutions to clients independently, resolves any concerns, inquiries and client issues while maintaining appropriate confidentiality and professionalism
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Provided EBT and Gas cards to clients after eligibility interviews with Public Benefits Specialist.
Account Representative
State Farm Rachel Rooney-Kapolei
04.2021 - 03.2022
- Worked in a high call volume office addressing all customer questions, concerns and/or challenges. Helped boost client satisfaction ratings on Google and Yelp reviews.
- Fielded customer complaints and queries, fast-tracking these situations by being the solution to help address any issues or concerns the clients had.
- Informed and educated all customers about billing procedures. Actively processed payments via credit/debit online, in person or over the phone. Reviewed to process and educate customers about their insurance options and benefits that are available to them.
- Provided prompt, accurate, and friendly customer service. Services included responding to inquiries regarding insurance availability, coverages, policy changes, call transfers, out of state transfers, claim submissions, billing clarification, processing customer applications, verifying and determining eligibility.
- Developed leads, scheduled appointments, identified all customer needs, and marketed appropriate products and services. Established customer relationships and follow up with customers, as needed.
Call Center Customer Service Representative
Bank of Hawaii-Kapolei
05.2020 - 12.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor on duty.
- Responsible for assisting customers with inquiries, problem resolution, and processing requests
- Processed a wide range of customer requests to update account and personal information, including stop payments, disputes, changes to account details, process account to account funds transfers, and update contact information
- Responded to inquiries and processed requests received from other Bank of Hawaii departments
- Educating customers about the different product and service solutions to ensure customer satisfaction
- Asking probing questions to determine service needs and accurately input information into electronic systems
- Tactfully handled confrontational or stressful interactions with the public
- Resolved routine and non-routine and more complex incoming customer requests (including Fraud to Online Banking services), properly escalating more complex inquiries or requests to the appropriate internal phone queue/skillset, employee, or business unit for processing when needed
Store Manager
Lush Cosmetics
02.2018 - 04.2020
- Stayed compliant with policies and procedures, ensured staff were practicing company standards for opening and closing, product integrity, respectful workplace, and health and safety.
- Trained the team to support in inventory with best practices and to abide by fresh standards and rotation rules for stocking and inventory.
- Engaged in all customer experiences resulting in return customers, achieving sales targets, accurate inventory management, labor control, and team development.
- Other responsibilities include schedule generation, hiring, on boarding and training, planning, lead all staff meetings, team building activities, staff motivation, following all company policies and procedures, leading by example, leading weekly inventory counts and investigating discrepancies, and participating in support calls with our district manager.
- Knowledge of retail operations such as sales, customer service, merchandising, inventory control, store budget preparation, and loss prevention
- Proficient with POS systems and Microsoft Office
Restaurant Manager
Cheeseburger in Waikiki
12.2010 - 02.2018
- Manage a team of 50+ employees which includes completing weekly scheduling and training.
- Executed all policies and procedures to standard and successfully held entire team accountable to the same results.
- Responsible for training and developing all new Managers in Training using company tools.
- Accountable for placing daily orders for all restaurant needs.
- Assigned as the Front of House Restaurant Manager and assistant to General Manager.
- Knowledge of food and retail operations such as sales, customer service, merchandising, inventory control, store budget preparation, and loss prevention
Hostess, Busser, Food Runner, Lead Server Trainer
Cheeseburger in Waikiki
08.2005 - 12.2010
- During my years at this location, I was awarded Employee of the Month two separate times. Responsible for ensuring that all the servers met the standards for service and cleanliness. Promoted within and exceeded all of my roles for the front of the house department. I confidently moved into the role of a Certified Server Trainer, a position in which I was responsible for teaching all new hires the company’s expectations and my best sales techniques. I took my role seriously and sought to share the spirit of Aloha with both my peers, management, and, of course, our guests. I made sure to treat everyone with kindness and respect, and I think this helped me maintain my status as one of the highest achievers in our store in retail sales, food, and alcohol sales throughout my time there. I’m proud of these achievements and how they allowed me to become an expert at serving.
Education
GED -
Online GED
Las Vegas, NV06-2025
Skills
- Customer-Centric Mindset
- Engaged Listening Skills
- Problem-Solving Skills
- Detail-Oriented Data Processing
- Customer Engagement in High-Volume Settings
- Technical Documentation
Timeline
Public Benefits Specialist 3
Department of Social and Health Services WA State
04.2023 - 09.2024
Customer Service Specialist 2
Department of Social and Health Services WA State
09.2022 - 04.2023
Account Representative
State Farm Rachel Rooney-Kapolei
04.2021 - 03.2022
Call Center Customer Service Representative
Bank of Hawaii-Kapolei
05.2020 - 12.2020
Store Manager
Lush Cosmetics
02.2018 - 04.2020
Restaurant Manager
Cheeseburger in Waikiki
12.2010 - 02.2018
Hostess, Busser, Food Runner, Lead Server Trainer
Cheeseburger in Waikiki
08.2005 - 12.2010
GED -
Online GED
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