Christine Hagan
Spokane Valley,WA
Summary
Customer-oriented with 20 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments.
Overview
17
17
years of professional experience
Work History
NAOII Member Service Representative
Premera Blue Cross
12.2021 - Current
- Provided Inbound and outbound phone customer service support while maintaining accurate, timely and secure information
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Educated customers on company systems, form completion, and access to services.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Maintained detailed documentation of customer interactions, ensuring proper follow-up and resolution of issues.
- Met customer call guidelines for service levels, handle time and productivity.
General Manager
Quality Inn
04.2007 - 07.2021
- Oversee all operations of the hotel, including activities of all departments.
- Responsible for recruiting, training, and supervising staff.
- Planning maintenance works, events, and room bookings.
- Managing and coordinating employees’ duties (receptionist, janitor, clerks, and so on).
- Motivating workers and promoting teamwork to ensure optimum service and guests’ needs are met.
- Organizing and coordinating the use and rental of hotel spaces for social events, meetings, and parties, and conferences, etc.
- Ensuring good, smooth, and effective interaction with guests.
- Monitoring daily and monthly revenue generated, as well as cost and expenses.
- Keeping track of budgets and expenses.
- Upholding the guidelines established by the hotel owner and ensuring that employees adhere to the laid down rules and guidelines.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Compiled employee records from individual departments to maintain central files.
Education
ITT Technical - Computer Network Systems
Skills
- Performance improvement
- Recruitment
- Client Account Management
- Training and Development
- Conflict Resolution
- Employee scheduling
- Business Development
- Product development
- Consistently meet goals
- Budgeting
- Deadline-oriented
- Operations management
- Efficient multi-tasker
- Inbound and Outbound customer service calls
Timeline
NAOII Member Service Representative
Premera Blue Cross
12.2021 - Current
General Manager
Quality Inn
04.2007 - 07.2021
ITT Technical - Computer Network Systems
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