Holly Hauser
Surprise,AZ
Summary
Dynamic team leader dedicated to fostering a positive work environment while driving team success. Proven ability to enhance collaboration and performance, contributing to high-performing teams. Eager to leverage skills in training and development to embrace new challenges and facilitate growth. Committed to creating a thriving workplace culture that emphasizes positivity and teamwork.
Overview
8
8
years of professional experience
Work History
Navigator / Main Point of Contact
REE Medical
Surprise, AZ
03.2023 - Current
- Oversaw the progress of 500 to 1,000 veteran files, maintaining compliance standards.
- Act as main liaison for veterans, offering file updates and responding to inquiries.
- Take inbound and outbound calls, as well as send emails and text messages to manage and inform veterans about their process status.
- Top performer in sales, consistently exceeding targets for expedites and new service agreements.
- Develop compliant verbiage for my team, and assist with sales strategies to boost results.
- Maintain compliance while managing sensitive data, and maintaining accurate records of veterans' files.
- Adapt to and keep up with consistent changes in policies and procedures, ensuring a smooth workflow and seamless communication with both veterans and the team.
- Remained highly organized and detail-oriented while working on several cases simultaneously.
- Managed detailed records of correspondence and organized data within the CRM system.
- Enhanced productivity using Text Expander.
- Optimized workflows using advanced features in Excel and Outlook.
Account Manager
Discover Financial Services, DFS
Phoenix, AZ
08.2019 - 08.2020
- Handled customer inquiries promptly, ensuring quick one call resolution.
- Maintain data accuracy by modifying customer account details.
- Analyzed recurring customer service inquiries for process improvement.
- Utilized data entry systems and applications to enhance customer satisfaction.
- Analyzed client feedback to recommend product or service enhancements to the R&D team.
- Recognized security risks to properly handle situations.
- Monitored customer account details to minimize or rectify non-payments, delayed payments and other irregularities.
- Identified and resolved billing issues efficiently and accurately.
- Collaborated with other departments within the organization to resolve any payment discrepancies.
- Recognized by management for providing exceptional customer service.
- Analyzed complex financial information and prepared detailed reports outlining findings.
- Documented detailed reports of all escalations and resolutions.
- Developed effective communication plans between clients and internal teams during an escalation situation.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Wait Staff /Restaurant Server
Christian Care Retirement Community
Surprise, AZ
11.2018 - 03.2019
- Answered questions about menu selections and made recommendations when requested.
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Resolved customer complaints in a professional manner in order to maintain a positive atmosphere.
- Managed multiple tasks simultaneously while remaining organized under pressure.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Served food and beverages to patrons and confirmed complete orders.
- Recognized for outstanding performance and received frequent customer requests.
- Collaborated with team members, often stepping up to assist when short-staffed.
- Discussed dining menu information to aid in decision process for senior residents.
- Responded to ad hoc cleaning duties at end of shift.
- Trained new employees on restaurant procedures and plating techniques.
- Took beverage orders from patrons and served drinks promptly.
Assistant Manager of Operations
Dunkin' Donuts
Surprise, AZ
03.2017 - 07.2018
- Monitored inventory levels and proactively placed orders to ensure consistent stock availability.
- Oversaw daily operations to ensure efficiency, accuracy, and adherence to company policies and procedures.
- Managed workflow by assigning tasks to team members based on their skills and availability to optimize productivity.
- Conducted regular performance evaluations, providing constructive feedback to help employees achieve their full potential.
- Organized and facilitated training sessions for staff on various aspects of operations management.
- Led daily team meetings to identify key focus areas, communicate policy updates, and promote positive communication within the team.
- Developed and implemented strategies to enhance customer satisfaction and improve service quality.
- Created comprehensive business plans to align strategic decisions with long-term organizational goals.
- Maintained accurate records of all operational activities, including personnel data, inventory levels, and customer service metrics.
- Communicated clear action plans to drive optimal results and ensure effective execution of operational activities.
- Conducted regular process reviews, offering recommendations for continuous improvements and operational efficiency.
- Assessed inventory levels regularly and ordered new merchandise to ensure stock remained sufficient.
- Prepared weekly schedules to ensure adequate floor coverage within budgetary constraints.
- Organized staff work schedules and assigned duties to align with operational requirements.
- Provided guidance and support to staff on operational issues, resolving concerns as they arose.
- Ensured quality control standards were met by monitoring performance and aligning with established goals.
- Performed opening, closing, and shift-change duties to maintain operational consistency and high standards.
- Managed operational budgets, including expense forecasting, spending tracking, and report preparation.
- Resolved customer complaints efficiently, ensuring a high level of satisfaction.
- Provided leadership, mentoring, and training to newly hired employees, familiarizing them with company programs and practices.
- Coached employees to work collaboratively, ensuring the achievement of daily service objectives and team goals.
Education
High School Diploma -
Edgenuity
Remote 07-2019
Skills
- Adaptable Learner
- Risk assessment
- Problem-solving aptitude
- Customer Service Proficiency
- Sales Experience
- Efficient Multitasker
- Strong Communication Skills
- Team Leadership
- Workflow optimization
- Process improvement
- Data accuracy
- CRM systems
- Team collaboration
- Sensitive data handling
- Operational awareness
- File management
- Communication skills
- Decision-making capacity
- Compliance Knowledge
- Data Management
- Client relationship Management
Affiliations
VOLUNTEER EXPERIENCE
Secretary
Key Club
- Coordinated monthly projects to assist those in need, including volunteering at food banks.
- Organized activities and ensured the safety and enjoyment of special needs children during trips to the fair.
Church Volunteer
- Volunteered regularly to help homeless individuals, organizing and participating in outreach programs.
Timeline
Navigator / Main Point of Contact
REE Medical
03.2023 - Current
Account Manager
Discover Financial Services, DFS
08.2019 - 08.2020
Wait Staff /Restaurant Server
Christian Care Retirement Community
11.2018 - 03.2019
Assistant Manager of Operations
Dunkin' Donuts
03.2017 - 07.2018
High School Diploma -
Edgenuity
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