Juliann Mathiesen

• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Answered multi-line phone system and enthusiastically greeted callers.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Maintained clean and organized front desk areas to uphold polished company image.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Implemented marketing and promotional initiatives to increase occupancy.
• Prepared reports on guest satisfaction levels and other metrics.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Enforced policies and procedures to increase efficiency.
• Developed and maintained positive relationships with guests for satisfaction.
• Promoted hotel brand's loyalty program via social media, email and direct mail.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Trained new staff members in customer service techniques and hotel operations.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Kept accounts in balance and ran daily reports to verify totals.

ounted and recorded assigned funds and made exchanges of funds throughout shift.

• Secured casino funds not in use after balancing cash drawer.
• Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
• Quickly and accurately counted drawers at start and end of each shift.
• Enforced company standard operating procedures, gaming regulations, and Title 31 compliance.
• Processed various cash transactions and answered gaming customer questions.
• Monitored customer transactions to detect suspicious or fraudulent activity.
• Understood and consistently followed gaming commission rules governing establishment activities.
• Protected customers by following information security procedures and maintaining confidentiality of transactions.
• Performed check cashing for customers based on company policies.
• Sold chips, tokens or tickets to patrons based on individual needs.
• Verified and processed authorization forms for transactions.
• Helped patrons access funds by cashing checkers and processing credit card advances.
• Trained, oriented and mentored new cashiers in money handling and cage security procedures.
• Moved currency, coins and chips following exact security protocols.
• Checked customer identification and verified signatures for large transactions.
• Organized and detail-oriented with a strong work ethic.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Worked effectively in fast-paced environments.

• Recruiter conducts 20-25 interviews daily for Fortune 100 Company
• Using the Zoom application we can do face to face interviews across the country
• Recruiter is involved with the onboarding process up to turning the candidate over to their new facility.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed and maintained quality assurance procedure documentation.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
• Analyzed quality and performance data to support operational decision-making.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Created and revised procedures, checklists and job aids to reduce errors.
• Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
• Defined and implemented quality initiatives to reduce risk.
• Addressed non-conformance issues, pausing production to correct errors.
• Created and collaborated in implementation and maintenance of customer complaint log.
• Liaised with vendors and end-users to uncover system optimization opportunities.
• Tested functional and compatibility of new programs or updates in comparison to existing applications.
• Built automated test scripts to handle repetitive software testing work.

• Responsible for all training programs, Responsible for monthly all employee communications meetings surrounding safety and work environment
• Developed an on-boarding process
• Successfully rolled out hourly performance appraisals
• Manage administration of benefits programs such as Health, Vision, Dental, Life, STD and LTD insurance policies along with time-off policies
• Consult with appropriate parties to investigate and resolve employee complaints and concerns
• Initiate corrective actions when violations are discovered with appropriate managers and employees
• Full life cycle recruiting for salaried and non-salaried employees
• Conduct human resource audits to ensure compliance with applicable federal, state and local laws and regulations
• Manage the accurate processing of payroll
• Audit time records and resolve discrepancies
• Manage workers compensation claims
• Responsible for the improvement, deployment, and effectiveness of a broad range of Human Resource processes across the Company
• Provide staffing and recruiting support, headcount forecasting, and other employee data analysis
• Ensure compliance with FLSA and adhere to company policy and procedures
• Resolve conflicts and provide coaching and counseling on human resources matters for general supervisors and employees
• Partner with senior management and supervisors to provide human resource advice and coaching
• Back up for the HR Director.

• American Franchise Capital "AFC" currently owns and manages 67 Taco Bell restaurants and 50 Applebee's restaurants in 10 states.

• FedEx Office Print & Ship Services Inc
• Is an American retail chain that provides an outlet for FedEx Express and FedEx Ground shipping, as well as printing, copying, and binding services
• Sales Customer Consultant/ Assistant Center Manager Responsible for the operational and business planning, priority setting, creating staff schedules, performance appraisals
• Assistant Manager was also responsible for Employee Relations, Employee Engagement and all New Company Roll outs
• Responsible for making sure Center was in compliance with company policy at all times
• Helped lead a FedEx Office from a 4th Quartile Center to a 1st Quartile Center
• Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to sales supported customer accounts Grow revenue at assigned customer locations through customer education of business solutions and product offerings (e.g., Color, Black & White Copy, Signs & Graphics, Holiday and Promotional) Use a consultative selling approach Responsible for customer retention/recovery activities Manage bid follow up and consult on complex orders Implement local marketing programs for identified customer Participate in sales blitzes Maintain and regularly update customer data base and other systems and reports as required Follow FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures

• Handled risk management and change management duties on projects with active liability concerns.
• Utilized talents in project management, organization and time management to successfully juggle simultaneous tasks and clients.
• Enhanced management of securities and insurance licensing database via strategic management of vendor relations.
• Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
• Oversaw and documented controlled substance inventory management.
• Learned about groups, intakes, case management and crisis management.
• Handled replenishment management system (RMS) requests.
• Communicated factory operational needs, objectives and performance standards with senior management and earned full upper management support.
• Performed and adhered to change management requirements.
• Reported problems and concerns to management.
• Made hygiene recommendations to factory management.
• Performed continuous reviews of quality management system.
• Assisted management staff with maintaining budget and schedule controls using standard project management protocols.
• Supported continuous improvement and change management efforts.
• Demonstrated conflict management skills while supervising employees.
• Provided feedback to management to improve operations.
• Used strong technical management, program management, and cross-group collaboration skills to lead diverse functional teams.
• Prepared management reports using database tools for data collection, project planning and management.
• Wrote documents outlining file management protocols.
• Leveraged agency management system to perform quality control checks of policies, endorsements and audits against account management activity.
• Provided transportation and appointments management.
• Conducted hazardous waste management studies.
• Chaired staff and monthly management meetings, communicating current progress towards training goals to staff and senior management.
• Initiated project management knowledge study and subsequently standardized project management practices.
• Executed acquisition management across product lines.
• Reported unsafe situations or conditions to management.
• Assisted with city administration and grant management.
• Offered technical guidance and recommendations to management.
• Collaborated with manufacturing and supply chain management.
• Demonstrated communication, prioritization and time management skills.
• Tracked stock using company inventory management software.
• Determined change management needs and defined behaviors for effective program management.
• Oversaw receiving and stock management functions.
• Coordinated and supported asset management functions.
• Developed and maintained professional talent management system.
• Worked with litigation management software systems.
• Assisted with Safety Risk Management (SRM) process.
• Increased equipment longevity by [Number]% through effective inventory management and following strict management schedules.
• Created management reports outlining important facility statistics.
• Devised standardized project management documentation to streamline future management of repetitive projects.
• Supported management team for general administrative support.