Jennifer L. Luna
Redondo Beach,CA
Summary
Exceptionally Dedicated and experienced professional recognized for excelling in customer service with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the company or organizational brand.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Broker Compensation Specialist
Kaiser Permanente / Randstad
10.2022 - 10.2024
- Represented Kaiser as the main point of contact For the Broker Compensation Department while adhering and complying to all State laws, policies, and principles of responsibility (Kaiser Permanente’s Code of Conduct) alongside HIPAA Regulations.
- Documented all contacts and determined their nature to respond to Intricate calls with questions related to specialized Departments or queues.
- Professionally handled inquiries via email/phone from internal/external Individuals and initiated contact with the appropriate health plan, medical group or facility personnel to obtain information relevant to the concern or inquiry as needed.
- Assisted Brokers and Account managers regarding Multiple Kaiser systems, Appointments, terminations, licensing, commissions, website logins and website navigation to Brokernet (Account.kp.org) system.
- Assisted with day-to-day operations, working efficiently and productively with all team members while Recorded supporting documentation for all phone calls and written correspondence in Salesconnect.
- Updated personnel information and individual records to keep files accurate and detailed for each broker and individual Requests.
- Created and worked cases to Audit and Analyze complex data in systems or statements to research Broker Commissions, bonuses or rewards, to correct any Discrepancies in Compensation or documentation.
- Researched and Administered Kaiser organization compensation Programs, including bonuses, Incentives and commissions to remain up to date on any kaiser changes directly related to commission or policies.
- Completed Daily New Small and Large Group Enrollments and Terminations including updating EMWS system involving contracts in regards to renewal dates, products, and enrollment units.
- Assisted brokers in updating or renewing their Licenses or information in Kaiser system to match California Department of Insurance.
- Assisted Management with Monthly reports and passed Audits monthly on all audited tasks.
- Conducted research to answer questions and handle issues using multiple systems and resources.
COVID-19 Contact Tracing Investigator
Fortuna BMC/ Illinois Department Of Public Health
08.2021 - 02.2022
- Contacted, Investigated, and identified confirmed or suspected coronavirus cases, documenting potentially affected contacts.
- Communicated with documented COVID-19 patients and other exposed individuals via phone call, text, e-mail through Microsoft Outlook and other state secured platforms such as Salesforce.
- Offered guidance and explained state protocols regarding symptoms, testing, isolation, for those exposed to people with COVID-19.
- Coordinated with Illinois Department of Public Health and local facilities to support isolation and quarantine of individuals.
- Completed daily assessment of health screening and symptom data.
- Provided educational and informational resources at both local and state level during isolation policies and quarantine measures.
- Assisted IDPH in recording vaccine information from vaccine dates and types and verified in system.
Server/ Marketing Team Member
Brio Coastal Bar and Kitchen
06.2017 - 03.2020
- Interacted with guests providing personal and genuine experiences
- Provided prompt, efficient, friendly, and quality service at all times
- Calculated and Operated transactions both cash and credit correctly
- Accurately ring in customer orders
- Built personal relationships with guests resulting in returning guests
- Server opening and closing duties
- Side work duties (folds, reset tables, polish silverware and glasswork)
- Marketing Team member for Torrance Brio location
- Assist with organizing marketing events at revenues and representing Restaurant and location
- Achieved and met goals of each day Often resulting in company rewards
- Supervise and sign closing duties as closing server for both morning and dinner shifts
Server
Great Maple
07.2016 - 03.2017
- Took guest food orders and delivered correctly while providing exceptional dining experiences
- Seated gusts, took orders, served dishes and removed dinnerware promptly keeping positive attitudes
- Completed all daily tasks and special assignments with efficient and quality-driven approaches
- Responded to customer concerns with friendly and knowledgeable service
- Recommended menu item preferences to first time guests
- Served food and checked in with customers to ensure meal satisfaction
- Brought previous guests and Built long lasting relationships with new guests for establishment
- Assisted other servers to achieve maximum efficiency
- Performed opening and closing duties
FOH Manager
Gen Korean BBQ
06.2014 - 03.2015
- Hired, trained and coached 200+staff members on customer service, food and beverage knowledge, Educated proper health and safety standards and requirements
- Met, greeted and encouraged feedback from customers, used feedback to implement positive changes within restaurant
- Managed Inventory and ordered adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies
- Trained kitchen staff on proper use of equipment, food handling, and portion sizing
- Estimated amounts and costs of required supplies, such as food and ingredients
- Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items through FIFO, and rotating stock
- Managed monthly controllable expense budget
- Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations including suspensions, and write ups
- Oversaw front and back of house personnel to maintain adequate staffing and minimize overtime and labor cost
- Strategically developed effective operations to increase sales and profits while managing costs
- Clearly and promptly communicated pertinent information to staff, such as large reservations or menu changes
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties
- Carefully interviewed, selected, trained and supervised staff
FOH Manager
85C Bakery and Cafe
06.2012 - 02.2014
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Monitored staff employees during shift, assigned break times proactively to establish enough coverage to maintain structure to stay on track
- Resolved all issues professionally in timely manner to best meet guest request
- Communicated issues and inefficiencies with store manager to create strategies and exceed sales objectives
- Addressed problems with customers to promote quick and successful resolution
- Managed multiple priorities in fast-paced environment
- Provided prompt, efficient, friendly, and quality service at all times
- Reset registers, in charge of void transactions, exchanges, and refunds for employee’s
- Reported to district manager regarding store and staff issues
Guest Services Representative
StubHub Center
09.2007 - 01.2012
- Provided excellent customer service
- Scanned entry tickets at front gate
- Worked Will Call Booth
- Handled both incoming and outgoing shipment, and damaged items
- Answered phone calls in timely manner and transferred calls to corresponding departments
- Resolved customer complaints ensuring
Education
Los Angeles Harbor College
Figueroa, Wilmington, CAHigh School Diploma -
Redondo Union High School
Sea Hawk, Redondo Beach, CA06.2011
Skills
- Bilingual (English/Spanish)
- Reliable Leadership Skills
- Excellent written and oral communication
- Creative problem solving/ Proactive thinking
- Versatile Professional Customer Relations
- Excel, Outlook, Powerpoint, BPSOR, BASE, POS systems, and Salesforce/ Salesconnect Software, Zoom
- Coordinated Organizational skills
- Intricate Complaint resolution
- Ability to multitask and prioritize in Fast paced environments
- Management/Restaurant Operations
Certification
- ServSafe Manager Certified
- TIPS Certified
Timeline
Broker Compensation Specialist
Kaiser Permanente / Randstad
10.2022 - 10.2024
COVID-19 Contact Tracing Investigator
Fortuna BMC/ Illinois Department Of Public Health
08.2021 - 02.2022
Server/ Marketing Team Member
Brio Coastal Bar and Kitchen
06.2017 - 03.2020
Server
Great Maple
07.2016 - 03.2017
FOH Manager
Gen Korean BBQ
06.2014 - 03.2015
FOH Manager
85C Bakery and Cafe
06.2012 - 02.2014
Guest Services Representative
StubHub Center
09.2007 - 01.2012
Los Angeles Harbor College
High School Diploma -
Redondo Union High School
- ServSafe Manager Certified
- TIPS Certified
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