Erin Hoorneman
Mesquite
Summary
Diligent and detail-oriented customer service professional with 12 years of experience in various roles. Proficient in handling customer inquiries, resolving issues, and providing excellent service. Skilled in administrative tasks, including data entry, filing, and experience with office equipment. Possess a strong background in customer service, with experience in multiple industries, including hospitality, service industry, healthcare, and property management. Proven ability to multitask, prioritize tasks, and work effectively in a fast-paced environment. Committed to providing exceptional customer service and exceeding customer satisfaction rates.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Field Services Technician
Nevada Department of Motor Vehicles
01.2024 - 11.2024
- Provide customer services associated with driver's license, vehicle, and business occupational licensing programs including licensing drivers; issuing identification cards; registering and titling vehicles; issuing business occupational licenses; and processing reinstatements
- Ensure compliance with State and federal motor vehicle laws and regulations and agency policies and procedures involving the licensing of motor vehicle operators, registration and titling of motor vehicles, withdrawal of licenses and registration, licensing of certain operations and representatives of the automotive industry, and research and dissemination of driver's license and vehicle registration/title information
- Review documentation and approve initial and continuing requests for driver/vehicle/business privileges using applicable procedures in multiple programs; determine validity of documents and assess the applicant's physical and mental ability to receive driving privileges
- Communicate with the public, businesses and other department staff to elicit information, explain policies and procedures, and resolve problems
- Authorize actions that impact customer driving, vehicle, and business privileges; determine new and continuing privilege eligibility; review and update applications; screen applications for completeness of personal history verification, medical conditions, and verify insurance status; advise customers of privilege program procedures, conditions and eligibility
- Check public Vehicle Identification Numbers (VINs); assign VINs to vehicles that are homemade or where the number has been damaged; research vehicle ownership; perform safety inspections as specified by law and regulations
- Operate computer equipment to create, retrieve, review, change or update driver/vehicle/business information; ensure appropriate confidentiality and security of information
- Collect fees including cash, checks and credit card payments; reconcile cash drawer
CSR/Dispatcher/Virtual Assistant
Free 2 Grow
03.2023 - 10.2023
- Respond to incoming calls and provide assistance to customers as needed
- Skilled in managing a high volume of calls
- Navigate through various CRM systems depending on the customer account that is calling
- Received training on various accounts across the U.S., each utilizing distinct CRM systems
- Organize customer appointments and assign technicians according to the account's needs, which may include plumbing, HVAC, electrical work, tree service, locksmithing, and glass repair and installation
- Assist with Accounts Receivable tasks
- Update job notes when necessary, paying attention to detail
- Proceed with the estimated proposals and arrange the customer's schedule as needed
- Follow up with leads and record them in the Lead Tracker list for the corresponding account
Office Assistant & Dispatcher
The Lindi Corp.
02.2021 - 01.2023
- Respond to phone calls and arrange appointments
- Ensure meticulous attention to detail when scheduling appointments to match the appropriate technician with the necessary skill set
- Prioritize emergency calls that require same-day attention
- Add them to the top of the priority list and determine where to accommodate these same-day emergencies, which may necessitate rescheduling other appointments
- Monitor the technicians' schedules throughout the day to determine if they require additional jobs or assistance from another technician
- Process the necessary city permits for HVAC installations, water softeners, and water heater installations
- Process credit card, cash and check payments
- Consolidate the previous day's invoices in QuickBooks to dispatch them to customers through email or postal mail
- Ensuring that each invoice is reviewed to verify the accuracy of the items entered by the technician
- Greet walk-in customers and address any inquiries they might have, all while promoting our range of products including water softeners, faucets, water heaters, reverse osmosis systems, and more
- Performed clerical duties including filing, photocopying, and mail distribution
- Collaborated with various departments to complete assigned tasks
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time
- Created purchase orders and tracked invoices to avoid missed or delayed shipments
- Maintained and updated office records, both digital and physical
- Kept office supplies well organized and sufficiently stocked, requesting orders promptly to replenish materials before depleted
Administrative Assistant
Colonial Property Management
08.2019 - 12.2020
- Executed record filing system to improve document organization and management
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Scheduled office meetings and client appointments for staff teams
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff
- Created and maintained databases to track and record customer data
- Assist the Community Manager with managing 16 different community HOA's in Mesquite, NV
- Issue work orders for issues that need to be addressed by the vendors that can range from landscaping issues, roof leaks, etc
- When a resident calls or visits the office with a complaint, the issue is documented in writing and forwarded to the Board for guidance
- Board meeting preparation
- Communities often distribute various mail-outs, including newsletters, violation notices, budgets, and annual meeting announcements
- During inspections with the community manager, a photo is captured if a resident violates the CC&Rs or rules and regulations
- Subsequently, I generate a violation letter using a system known as Smartwebs
- Maintain a positive rapport with vendors and residents by solving problems and providing excellent customer service
HOA Concierge
Sun City Mesquite Lifestyle Center
08.2015 - 06.2018
- Maintain a good rapport with vendors and residents through problem solving and proving great customer service
- Greet residents as they enter the building and check them in to activities, club meetings, work out classes or other lifestyle center
- Balancing cash drawer and dropping cash that was collected that day
- Maintained front desk's concierge book to provide visitors with access to relevant local information
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
- Developed and implemented guest service policies and procedures to drive loyalty and referrals
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality lifestyle center experiences
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions
Customer Service Representative
Lincare
11.2013 - 07.2015
- Work with patients to ensure oxygen equipment is installed and operating properly
- Welcome walk in traffic and help customers that are in need of oxygen and respiratory supplies
- Assist customers with scheduling delivery of medical supplies
- Communicate with Service Reps what supplies and where to deliver
- Process patient delivery tickets for necessary medical equipment
- For insurance purposes, document item codes, separate and batch copy to the billing office
- On call responsibility for patient emergencies
- Have equipment delivered and picked up on scheduled dates
- New patient setup involves obtaining the necessary information from the patient's doctor and processing medical equipment requirements to ensure insurance compliance
- Ensure billing information is properly processed and submitted to the billing office for expedient processing
- Request and process Certificate of Medical necessity needed for every supply delivered to patient
- Maintain and process Held Sales (sales that cannot be process due to inefficient information obtained when supplying patients with medical equipment)
- Maintain Prior Authorization Expiration report (insurance authorizations that need service authorizations requested)
- Track to make sure all medication has been shipped and delivered
- Send in valid prescriptions and clinic notes when needed
- Send in required chart notes for each Medicare Oxygen setups that has all required documentation
- Work Turning 65 report for patients that become eligible for Medicare
- Updated account information to maintain customer records
- Educated customers about billing, payment processing and support policies and procedures
Front Desk Clerk
Holiday Inn Express & Suites
03.2012 - 11.2013
- Promoted to Guest Service Champion
- Answered multi-line phone system and enthusiastically greeted callers
- Issued room keys to guests upon check-in and answered questions regarding proper use
- Responsible for Employee Incentive, which includes tracking customer surveys with employee input, monitor and record customers negative and positive feedback for team improvement opportunities
- Track and record scores of each employee/team member's Average Daily Rate and report to management
- Compile reports for Priority Club enrollments, Daily Upsells, and Customer Service Survey scores for each month as a whole Review and report online feedback from customer Third Party companies
- Night Auditor/Manager On Duty - Audit and balance all credit card transactions and tie out end of each business day
- Audit and correct billing errors each business day
- Audit and correct reservation errors each business day
- Update Priority Club reward reservations
- Process all advance purchases
- Process and deliver daily express check-out transactions to each guest room
- Track and prepare third-party internet transaction arrivals daily
- Responsible to keep lobby and all areas well kempt, which includes assisting housekeeping and set up coffee and breakfast
- Collected room deposits, fees, and payments
- Answered multi-line phone system and transferred callers to appropriate department or staff member
- Entered and updated sensitive customer information during check-ins and room changes
- Stored guest valuables in safe and individual boxes for security
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms
- Anything to be pro-active as a team player during any downtime
Education
High School Diploma -
Virgin Valley High School
Skills
- Problem-solving
- Positive attitude
- Customer service
- Courteous and professional
- Critical thinking
- Data entry
- Computer proficiency
- Professional telephone demeanor
Certification
Service MVP CSR Bootcamp Graduate
Timeline
Field Services Technician
Nevada Department of Motor Vehicles
01.2024 - 11.2024
CSR/Dispatcher/Virtual Assistant
Free 2 Grow
03.2023 - 10.2023
Office Assistant & Dispatcher
The Lindi Corp.
02.2021 - 01.2023
Administrative Assistant
Colonial Property Management
08.2019 - 12.2020
HOA Concierge
Sun City Mesquite Lifestyle Center
08.2015 - 06.2018
Customer Service Representative
Lincare
11.2013 - 07.2015
Front Desk Clerk
Holiday Inn Express & Suites
03.2012 - 11.2013
High School Diploma -
Virgin Valley High School
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