KOURTNEY HEBERT
Johnstown ,NY
Summary
Excellent at juggling multiple tasks and working under pressure. Dynamic communicator who consistently exceeds goals and company expectations. Assembler skilled in managing multiple tasks with frequently changing priorities. Meets deadlines and continuously projects a positive attitude. Adaptable and observant, continuously seeking new information and growth opportunities.
Overview
13
13
years of professional experience
Work History
Utilization Management Representative
Anthem, Inc.
03.2018 - 06.2023
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Organized, sorted, and checked input data against original documents.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Followed established procedures to enter and process data correctly.
- Secured and protected data from unauthorized access by complying with security protocols.
- Updated and maintained customer information, documents and records.
- Checked for accuracy by verifying data and records.
- Followed data entry protocols, rules and regulations.
- Preserved customer confidence and protected operations by keeping information confidential.
Lead Hostess
Red Robin Gourmet Burgers
03.2016 - 03.2018
- Consistently provided professional, friendly and engaging service
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Displayed enthusiasm and knowledge about the restaurant's menu and products
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff
- Set dining tables according to type of event and service standards
- Addressed diner complaints with kitchen staff and served replacement menu items promptly
- Immediately reported accidents, injuries or unsafe work conditions to manager
- Developed and maintained positive working relationships with others to reach business goals
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients
- Provided friendly and attentive service
- Inventoried and restocked items throughout day
- Verified cash drawer against the day's receipts
- Bussed, cleared, cleaned and set tables in a quiet and efficient manner
- Resolved guest complaints quickly and efficiently
- Delivered quality service by providing a warm and welcoming environment
- Assisted co-workers whenever possible.
Team Member
Burger 21
08.2014 - 06.2017
- Diligently restocked work stations and display cases
- Immediately informed supervisors when supplies were low or if equipment was not functioning properly
- Prepped items for later use to save staff time during busy hours
- Demonstrated integrity and honesty while interacting with guests, team members and managers
- Cross-trained and coordinated scheduling with team members to ensure seamless service
- Consistently provided friendly guest service and heartfelt hospitality
- Promptly and empathetically handled guest concerns and complaints
- Greeted customers and provided excellent customer service
- Pleasantly and courteously interacted with customers.
Builder
Comfortex Corporation
11.2011 - 09.2012
- Received and correctly processed both written and verbal instructions, prints and work orders
- Obtained appropriate tooling and fixtures
- Made and revised set ups on test strands previously calibrated by other staff
- Disassembled, reassembled and corrected changeover
- Repainted and precisely touched-up components and assemblies
- Recognized and reported defective material and equipment to shift supervisor
- Planned and paced work efficiently in order to meet daily, weekly, project or production goals.
Server
Bbl Hospitality
08.2023 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
Education
GED - undefined
Cohoes High School
Cohoes, NY2011
Skills
- Exceptional communication skills
- Quick learner
- Strong client relations
- Proficient in cash management
- Cash flow management
- Strategic sales knowledge
- Credit card processing
- Multi-line phone talent
- POS systems expert
- Reading comprehension
- Proficient in customer service
- On time and reliable
- Experience cleaning equipment
- Opening and closing procedures
- Energetic, friendly and enthusiastic
- Able to work in continuously-standing
- Position for four or more hours
- Proper product storage
- Excellent multi-tasker
- Able to keep a clean and sanitary work
- Station
- Works well as part of a team
- Strong time management skills
- Strong client-interaction skills
- Service-oriented team player
- Personable and affable
- General knowledge of computer
- Software
- Professional Phone Etiquette
- Interactive Communication Skills
- Good Listening Skills
- Phone Inquiries
- Guest Supervision
- Task Coordination
Timeline
Server
Bbl Hospitality
08.2023 - Current
Utilization Management Representative
Anthem, Inc.
03.2018 - 06.2023
Lead Hostess
Red Robin Gourmet Burgers
03.2016 - 03.2018
Team Member
Burger 21
08.2014 - 06.2017
Builder
Comfortex Corporation
11.2011 - 09.2012
GED - undefined
Cohoes High School
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