MARY HARRIS
Lithonia,Ga
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Claims Associate
State Farm
Dunwoody, GA
01.2024 - Current
- Worked with insured customers and representing agents to collect information and convey changes to involved accounts
- Enhanced claim processing efficiency by streamlining workflows and implementing new software tools.
- Reduced claim resolution time by improving communication between departments and prioritizing urgent cases.
- Entered details of medical bills, communications and other records to help examiners with reviewing detailed histories
- Calculated amounts of claims and processed payments to settle claims with customers and other involved parties.
- Managed approximately 20 plus incoming calls, and completed 10 plus tasks per day from customers.
Training Manager
INTOWN SUITES
Georgia
08.2015 - 12.2023
- Trained, monitored and evaluated managers in training on their teaching abilities and success in improving employee knowledge
- Implemented a comprehensive training program resulting in a 40% improvement in employee skills and a 33% increase in guest satisfaction scores
- Established customer relationships to build new business, maintain store profitability, and further brand loyalty and recognition
- Worked with finance team to manage and streamline accounts payable, accounts receivable, and payroll processes
- Monitored and controlled department budget, grew revenue, and contained expenses, reviewing monthly profit and loss statements
- Reduced onboarding time for new hires through the development of effective orientation modules.
- Organized background checks and drug screening processes through Ultipro
- Identified upselling opportunities through training, contributing to a 15% increase in average guest spending
- Led initiatives that improved guest experience, resulting in a 5% increase in positive online reviews and a 95% guest satisfaction rate
- Ensured full compliance with safety and health regulations through rigorous training, resulting in zero safety incidents over a 12-month period
- Achieved and maintained a 93% or higher rating in hotel quality audits by consistently training and mentoring staff.
General Manager
Westmont Hospitality Group
Georgia
02.2008 - 08.2015
- Implemented leadership and training programs that resulted in a 10% reduction in staff turnover and improved team morale
- Achieved a 11% increase in annual revenue by implementing pricing strategies, optimizing room occupancy, and upselling hotel services
- Coordinated monthly budgets, managed profits and loss and consistently met desired margin targets
- Consistently achieved and exceeded target occupancy rates, resulting in a year-over-year increase in occupancy by 14%
- Managed the performance of team members, conducted performance appraisals and recommended promotions
- Issued detailed responses to problems and complaints to resolve customer service issues
- Established strong relationships with the local community, contributing to increased business from local events and partnerships.
Education
Bachelor of Science - Hospitality Management
Devry University
Decatur, GA11.2024
Skills
- Microsoft Word (10 years)
- UltiPro (5 years)
- Profit & Loss (10 years)
- Microsoft Excel (2 years)
- Nitevision P O S (8 years)
- Computel P O S (7 years)
- Customer Relations (10 years)
- Outstanding Communication Skills (10 years)
- Payroll (10 years)
- Management (10 years)
- HOST Certification - Choice Hotels (4 years)
- Claims Processing
- Claims Investigation
- Claims
- Policy Interpretation
Certification
Cosmetology License
Timeline
Claims Associate
State Farm
01.2024 - Current
Training Manager
INTOWN SUITES
08.2015 - 12.2023
General Manager
Westmont Hospitality Group
02.2008 - 08.2015
Bachelor of Science - Hospitality Management
Devry University