Emma Gwerder-Hoglund
Ocean Shores,WA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
9
9
years of professional experience
Work History
Health Concierge
Aetna/CVS Health
Remote
05.2025 - Current
- Oversaw high call volume during open enrollment season while ensuring strict adherence to schedules and call quality metrics.
- Facilitated de-escalation calls to resolve customer issues and foster positive outcomes.
- Coordinated patient care plans, ensuring seamless communication among healthcare providers and patients.
- Streamlined appointment scheduling processes, enhancing efficiency in patient access to services.
- Educated clients on health programs, discount programs, improving engagement and utilization of available resources.
- Advocating for members who aren't always capable of vocalizing or understanding what their needs are and how we can help meet them.
Donut Maker/Barista
Kookamunga's
Ocean Shores, WA, USA
07.2020 - 09.2025
- Demonstrated flexibility and effectiveness working in high-pressure, limited-staff scenarios.
- Handled substantial holiday order influx efficiently for special occasions.
- Streamlined handling of customer interactions to ensure operational effectiveness.
- Developed signature aesthetics by incorporating distinctive frosting flavors and toppings.
- Executed monetary exchanges through Square with precision.
Waitress
Homeport Restaurant
Ocean Shores, WA
06.2019 - 06.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
Customer Service Representative
Pacific Paradise
Ocean Shores
06.2017 - 04.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Administration - Health Care Administration
Southern New Hampshire University
Hooksett, NHAssociate Of Arts - English
Grays Harbor College
Aberdeen, WA06-2016
High School Diploma -
North Beach High School
Ocean Shores, WA06-2016
Skills
- Efficient work pace
- Consistency in production
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Adaptability and flexibility
- Task prioritization
- Interpersonal skills
- Analytical thinking
Timeline
Health Concierge
Aetna/CVS Health
05.2025 - Current
Donut Maker/Barista
Kookamunga's
07.2020 - 09.2025
Waitress
Homeport Restaurant
06.2019 - 06.2020
Customer Service Representative
Pacific Paradise
06.2017 - 04.2018
Bachelor of Administration - Health Care Administration
Southern New Hampshire University
Associate Of Arts - English
Grays Harbor College
High School Diploma -
North Beach High School