BRIANNA WEBSTER
Helena,USA
Summary
Professional with a strong background in hospitality management, ready to drive operational excellence and elevate guest satisfaction. Adept at team collaboration, leading staff to meet and exceed goals, and adapting to changing needs. Skilled in inventory management, staff training, customer service, and financial oversight. Known for reliability, problem-solving abilities, and maintaining high standards.
Overview
16
16
years of professional experience
Work History
Front Office Manager
Best Western Premier Great Northern
08.2024 - 05.2025
- Supervised staff scheduling to maintain optimal front office coverage.
- Coordinated guest services, addressing inquiries and resolving issues promptly.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls, and responding to emails.
- Resolved customer complaints promptly and efficiently, while maintaining a professional demeanor at all times.
- Responsible for overseeing Front Office Budgets/accounting procedures, employee onboarding and human resources, and Revenue Management for the entire facility.
Compliance Specialist II
State of Montana – Department of Insurance
07.2023 - 04.2024
- Reviewed insurance policy documents for compliance with state regulations.
- Collaborated with legal teams to interpret complex compliance issues.
- Provided guidance to insurance providers on regulatory requirements.
- Maintained accurate records of all activities related to compliance monitoring.
- Facilitated communication between departments within the organization related to compliance initiatives.
Sales Team Manager
The Higher Standard
07.2022 - 07.2023
- Led sales team to achieve quarterly goals through effective strategy implementation.
- Trained and mentored team members to enhance product knowledge and sales techniques.
- Managed customer relationships to ensure satisfaction and repeat business opportunities.
- Conducted regular performance reviews to provide constructive feedback and support growth.
- Responsible for overseeing Front Office Budgets/accounting procedures, employee onboarding and human resources, and Revenue Management for the entire facility.
Claims Examiner
Montana State Fund
11.2021 - 08.2022
- Reviewed and processed workers’ compensation insurance claims for accuracy and compliance.
- Evaluated claim documentation to determine eligibility and benefits.
- Communicated with policyholders to gather necessary information and clarify claims.
- Investigated discrepancies in claims through research and analysis.
- Applied knowledge of healthcare regulations, laws, policies, procedures, guidelines, and best practices when making decisions related to claims adjudication.
Enrollment Specialist II
Montana School Services Foundation
07.2019 - 11.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Monitored compliance with regulatory requirements in the school employee health insurance enrollment process.
- Provided Healthcare Education Training for prospective and current plan enrollees.
Training Specialist II
Blue Cross Blue Shield of Montana
06.2018 - 07.2019
- Evaluated training effectiveness through feedback and assessments from participants.
- Collaborated with management to identify training needs across departments.
- Front office management, including coordinating onboarding sessions for new employees within the organization and human resources functions.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Provided Healthcare Education Training for incoming and current employees.
Appeals Specialist II
Blue Cross Blue Shield of Montana
06.2015 - 06.2018
- Assisted in the preparation of reports for submission to relevant external bodies regarding the organization's accreditation status (URAQ, NCQA, HEDIS).
- Reviewed non-clinical appeal requests for accuracy and completeness.
- Collaborated with healthcare providers to gather necessary documentation to analyze case details to make appeal determinations.
- Ensured compliance with regulatory requirements in all appeal cases.
- Directed meetings related to appeals processes, grievance processes, HEDIS project, and URAC Accreditation.
Customer Advocate II
Blue Cross Blue Shield of Montana
03.2013 - 06.2015
- Demonstrated active listening skills to identify customer needs and requirements.
- Researched complex issues to provide comprehensive resolutions for customers.
- Referred unresolved customer grievances to designated departments for further investigation.
- Created detailed reports on customer interactions, feedback, and complaints.
- Served as a liaison with other areas of the organization to provide a seamless service experience.
Shift Manager
Hardees Restaurant
10.2009 - 03.2013
- Supervised daily operations, ensuring adherence to safety protocols and operational standards.
- Trained and mentored staff on efficient workflow practices and customer service techniques.
- Developed scheduling strategies to optimize staffing levels during peak hours.
- Implemented inventory management procedures to reduce waste and improve stock accuracy.
- Resolved customer complaints effectively, enhancing overall satisfaction and loyalty.
Education
Master of Science - Integrative Health and Wellness
Creighton University
Omaha, NEMaster of Science - Organizational Management
University of Providence
Great Falls, MTBachelor of Science - Human Services Management
University of Phoenix
Tempe, AZAssociate of Applied Science - Culinary Arts/Baking And Pastry
Art Institute of Colorado
Denver, COSkills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Operations management
- Hospitality services
- Employee supervision
- Schedule management
- Relationship building
- Conflict management
- Inventory control
- Training and coaching
Timeline
Front Office Manager
Best Western Premier Great Northern
08.2024 - 05.2025
Compliance Specialist II
State of Montana – Department of Insurance
07.2023 - 04.2024
Sales Team Manager
The Higher Standard
07.2022 - 07.2023
Claims Examiner
Montana State Fund
11.2021 - 08.2022
Enrollment Specialist II
Montana School Services Foundation
07.2019 - 11.2021
Training Specialist II
Blue Cross Blue Shield of Montana
06.2018 - 07.2019
Appeals Specialist II
Blue Cross Blue Shield of Montana
06.2015 - 06.2018
Customer Advocate II
Blue Cross Blue Shield of Montana
03.2013 - 06.2015
Shift Manager
Hardees Restaurant
10.2009 - 03.2013
Master of Science - Integrative Health and Wellness
Creighton University
Master of Science - Organizational Management
University of Providence
Bachelor of Science - Human Services Management
University of Phoenix
Associate of Applied Science - Culinary Arts/Baking And Pastry
Art Institute of Colorado