Lisa Henry
Coopersville,MI
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
35
35
years of professional experience
Work History
Night Auditor/Front Desk Agent
Holiday Inn
Walker, MI
07.2015 - Current
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
COBRA Account Coordinator
Bswift
Chicago, IL
08.2012 - 01.2024
- Processed member COBRA elections and Annual Enrollment Elections.
- Updated members coverage on the benefit platform
- Maintained accurate records of customer payments and account balances.
- Provided answer to benefit emails as well as phone call tickets. Research issue to provide accurate and quick response back to the member
- Identified discrepancies in customer accounts, resolved issues promptly, and updated records accordingly.
- Assisted other departments with ad hoc projects related to finance or accounting operations.
- Interacted with customers by asking appropriate open-ended questions to better understand needs and requirements.
- Contacted proper individuals when issues required escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
COBRA
Meijer
Walker, MI
04.1989 - 08.2012
- Sent COBRA communications to eligible employees
- Processed returned election form along with payment if included
- Processed daily COBRA payments from COBRA members and retirees
- Answered phone calls from employees, COBRA members and retirees
- Set up COBRA accounts for 3 waves of reorganization.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Achieved cost-savings by developing functional solutions to problems.
Education
High School Diploma -
Grant
Grant, MI05-1995
Associate of Applied Science - Business Management
Muskegon Business College
Muskegon, MI09-1987
Skills
- Tracking Expenses
- Front Desk Operations
- Complaints Management
- Guest Services
- Multitasking and Organization
- Customer Service
- Problem-Solving
- Balancing Transactions
- Clerical Duties
- Reporting Capabilities
- Generating Reports
- Processing Registrations
- Teamwork and Collaboration
- Night Audit Reports
- Balancing Accounts
- Daily Reporting
- Managing Reception
- Guest Relations
Timeline
Night Auditor/Front Desk Agent
Holiday Inn
07.2015 - Current
COBRA Account Coordinator
Bswift
08.2012 - 01.2024
COBRA
Meijer
04.1989 - 08.2012
High School Diploma -
Grant
Associate of Applied Science - Business Management
Muskegon Business College