Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Blogging
Timeline
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Hannah Gifford

Pace,FL

Summary

Professional Resolution Analyst with 10 years of experience in managing data, individuals, and groups to drive practical solutions to conflicts. Taking initiative in developing unique solutions targeted to the precise needs of each business need. Attentive in hearing all viewpoints and working to deliver solutions. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation, and leading agreements to resolve complex tasks. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience

Work History

Insurance Claim Resolution Specialist

Omni Interactions
09.2022 - Current
  • I oversee prescription and medical claims processing, utilizing the AMISYS system
  • My responsibilities included liaising with pharmacy, insurance providers, patients, and prescribers for accurate claims processing
  • Part of my role includes Quality Assurance and adherence to HIPAA guidelines is paramount, ensuring the confidentiality of patient health information in both prescription and medical claims management.

Rental Assistance Documentation Specialist and Case Manager Closer

Omni Interactions
04.2022 - 09.2022
  • I worked on a platform specifically designed to handle cases one at a time
  • Each case would be regarding an application for rental assistance due to impact from an eligible disaster relief
  • My primary responsibility is to review each section of the application, ensure all sections are complete and check for irregularities and any inconsistency.
  • Produced on-time communications in support of new product submissions for regulatory agencies.

Missing Casback Specialist

Omni Interactions
11.2021 - 04.2022
  • I worked on a platform called Zendesk, handling tickets one at a time
  • Each ticket would be regarding missing cash back on a purchase and I would research to make sure the purchase was eligible and valid for cash back.

Tech Expert

Asurion
08.2019 - 07.2021
  • I worked on a platform called Anywhere Expert, handling chat inquiries from as many as 4 to 7 “chats” (interactions) at a time
  • Each interaction would range between technical troubleshooting for iOS, Android, or even printers and computers
  • I primarily handled technical support for mobile providers' smart devices
  • I would maintain an average of 7 clients at a time with an average of 50 per hour as the design for the project was to help the customer feel like it was a text message format, so they didn’t have to respond right away or they could, and either way, we’d be there for them.
  • Skilled at working independently and collaboratively in a team environment.

Roadside Assistance Ticketing Support

Urgent.ly
06.2020 - 01.2021
  • I worked the back office on a platform specific to Urgent.ly branded ticketing
  • The tickets involved alerts and updating methods for how clients, customers, and services were contacted and updating equipment or location details.
  • Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.

Operations, Onboarding Manager

Alorica
05.2015 - 05.2019
  • My most recent responsibilities as an Onboarding Manager and Point of contact for escalations include: Having 65 direct reports, delegating responsibilities to my four assistants according to their strengths is essential
  • I held candidate interviews weekly, as well as meetings with the talent acquisition team and production Managers to ensure seamless onboarding of employees.
  • De-escalating calls
  • Collaborated with cross-functional teams to optimize operational procedures and improve overall efficiency.
  • Continuously updated professional knowledge through industry research, attending relevant conferences, and participating in training programs to ensure best accounting practices were employed.
  • I was the Point of Contact for all corporate escalations from our client.

Cross trained Ticket Counter and Ramp Agent

Silver Airways
08.2014 - 06.2015
  • I loaded and unloaded aircraft
  • Used the software Sabre Native to check in passengers, book flights, cancel flights, and reschedule flights.
  • Verifying weight and balance, communicating with flight crew
  • Maintaining safety and security protocols
  • Liaised between ground crew, flight crew, and above the wing.
  • Updating flight status via telecom as of through the Sabre program.

Education

PJC Adult High | Pensacola Christian School (Homeschooled) - Highschool Diploma

High School
Pensacola, FL
01.2007

Skills

  • 65 WPM
  • Citrix
  • VMWare
  • Zendesk
  • Microsoft Office 365
  • Microsoft Excel
  • Microsoft Word
  • Microsoft Outlook
  • Avaya
  • Sabre
  • Critical Thinking
  • Time Management
  • Data Processing
  • System Analytics
  • Technical Expert
  • De-escalation Techniques
  • Adaptability
  • Problem-Solving
  • Organizational Skills
  • Emotional Intelligence
  • Technical Proficiency
  • Relationship Building
  • Conflict Resolution
  • Active Listening
  • Attention to Detail
  • Decision Making
  • Analytical Skills
  • Interpersonal Skills
  • Professional Ethics Understanding
  • Negotiation Management

Accomplishments

  • Supervised a team of 69 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved Excel formulas which led to seamless output for averages and percentages when data is input.

Blogging

I am passionate about emotional intelligence, financial freedom, and empowering women to find their voice. I have dedicated years to research and development of a brand to reach those most in need. I have found a love for sharing my experiences and establishing close and deep relationships with those who thought they were alone, as I did. There are so many of us out here who can benefit from someone simply speaking up and saying me too.


I pride myself in knowing that I can do the thing and I want to be a lighthouse for those who are still walking in the dark thinking they are alone and there is no way out of their situation or that their situation is as good as it's going to get. There is real hope and I want to share that with anyone who is in the season to receive.

Timeline

Insurance Claim Resolution Specialist

Omni Interactions
09.2022 - Current

Rental Assistance Documentation Specialist and Case Manager Closer

Omni Interactions
04.2022 - 09.2022

Missing Casback Specialist

Omni Interactions
11.2021 - 04.2022

Roadside Assistance Ticketing Support

Urgent.ly
06.2020 - 01.2021

Tech Expert

Asurion
08.2019 - 07.2021

Operations, Onboarding Manager

Alorica
05.2015 - 05.2019

Cross trained Ticket Counter and Ramp Agent

Silver Airways
08.2014 - 06.2015

PJC Adult High | Pensacola Christian School (Homeschooled) - Highschool Diploma

High School
Hannah Gifford