Brianna Cortes
Clearfield,UT
Summary
Detail oriented and results-driven Intake Manager with extensive experience in administrative operations, customer service, and team leadership. Skilled in managing schedules, maintaining accurate records, coordinating vendors, and ensuring smooth office workflows. Adept at supporting teams, and improving efficiency. Known for strong organizational skills, problem solving, and delivering high quality results in fast paced environments.
Overview
17
17
years of professional experience
Work History
Intake Manager
Paul Davis Restoration
Centerville, UT
01.2022 - Current
- Coordinated intake processes to enhance client service and operational efficiency.
- Managed documentation flow, ensuring accuracy and compliance with company standards.
- Developed training materials for new staff, improving onboarding effectiveness.
- Supervised intake team, fostering collaboration and maintaining high performance standards.
- Managed employee timesheets, ensuring accuracy and timely submission.
- Organized and updated weekly on-call schedules to support operational efficiency.
- Analyzed and tracked call volume data for incoming and outgoing communications.
- Established metrics for tracking team performance, driving accountability within the department.
- Led cross-departmental initiatives to optimize communication between teams and clients.
- Developed and maintained a comprehensive intake manual that served as the go-to resource for all staff involved in the client onboarding process.
- Conducted audits of intake entries to verify compliance with company standards.
- Deployed and managed an AI-driven phone system to efficiently handle all call overflow and enhance customer experience.
- Held monthly GS&Rs (Goal Setting & Review) with each team member to ensure professional growth.
- Managed communication and documentation with insurance carries and TPAs to ensure smooth communication and workflow.
FBO Manager
CB SkyShare
Ogden, UT
05.2015 - 10.2021
- Oversaw daily FBO operations.
- Managed ramp operations, hangar space and facility maintenance.
- Delivered high-level customer service to private jet clients, crew members and passengers.
- Built and maintained relationships with high net worth clients and corporate departments.
- Hired, trained and supervised FBO administrative staff.
- Created employee schedules and managed on-call rotations.
- Monitored performance and provided coaching and development.
- Coordinated with rental and catering facilities.
- Oversaw all aircraft schedules.
- Managed travel accomodations and transportation logistics flight crews to support efficient scheduling operations.
- Managed inventory and restocking of aircraft refreshments and FBO supplies.
- Maintained relationships with vendors to support operational needs.
- Oversaw timecard management, ensuring accurate tracking of employee hours.
- Ensured all training and certifications were current and compliant with company and regulatory requirements.
Retention Specialist
DIRECTV
Ogden, UT
03.2012 - 05.2015
- Developed customer retention strategies to enhance subscriber loyalty and minimize churn rates.
- Handled inbound customer calls to resolve service issues.
- Identified customer needs and offered tailored solutions to prevent cancellation.
- Managed customer accounts, including billing, plan upgrades/downgrades and service changes.
- Processed retention offers and promotions to encourage continued service.
- Delivered high quality customer service by addressing inquiries, resolving issues, and ensuring satisfaction
- Offered personalized recommendations to help customers select services or plans.
Infant Caregiver
Discovery Clubhouse
Ogden, UT
11.2008 - 02.2012
- Supervised daily activities to ensure safety and well-being of infants in care.
- Developed individualized care plans tailored to each infant's developmental needs.
- Collaborated with parents to communicate progress and address concerns effectively.
- Implemented age-appropriate learning activities to promote cognitive development.
- Maintained accurate records of infant behavior, health, and progress for reporting purposes.
- Ensured timely diaper changes and feedings, maintaining optimal hygiene levels for each infant in care.
- Supported cognitive development through engaging in regular sensory play activities with infants.
- Developed strong relationships with families through open communication channels including meetings and written correspondence about their child''s growth.
- Promoted a safe and nurturing environment for infants, ensuring their physical, emotional, and social needs were met.
- Managed naptime transitions smoothly, establishing a calm atmosphere conducive to restful sleep for infants.
Education
High School Diploma -
Our Lady of Caramel
Ayala Alabang, PhilippinesSkills
- Leadership and team management
- VIP client service
- AI phone systems and call overflow management
- Audit and compliance oversight
- Data entry and record management
- Scheduling and coordination
- Multitasking and prioritization in high volume high stress environments
- Client communication
- Timesheet management
- Vendor liaison and coordination
- Problem solving under pressure and issue resolution
- Attention to detail
- Organizational skills
Timeline
Intake Manager
Paul Davis Restoration
01.2022 - Current
FBO Manager
CB SkyShare
05.2015 - 10.2021
Retention Specialist
DIRECTV
03.2012 - 05.2015
Infant Caregiver
Discovery Clubhouse
11.2008 - 02.2012
High School Diploma -
Our Lady of Caramel