Summary
Overview
Work History
Education
Skills
Timeline
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Merissa Graber

Ogden

Summary

Dynamic and results-oriented professional with extensive experience in customer engagement and HR policies. Excelled in staff supervision, employee training, and relationship building, significantly enhancing team performance and member satisfaction. Skilled in file organization and adept at leveraging employee relations to foster a positive work environment.

Overview

22
22
years of professional experience

Work History

Member Service Specialist III

HealthEquity
02.2020 - Current
  • Handled escalated chats professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
  • Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
  • Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
  • Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.

Rx Digital Specialist

1800CONTACTS
03.2007 - 11.2019
  • Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
  • Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
  • Maintained a high level of professionalism when interacting with external parties during the verification process.
  • Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
  • Upheld company reputation for integrity by consistently applying ethical standards during all stages of the verification process.

HR Executive Assistant

Sonic Innovations
05.2014 - 08.2015
  • Partnered with management to develop succession plans that aligned with organizational goals.
  • Implemented progressive discipline measures when necessary, upholding company policies consistently.
  • Managed sensitive employee relations issues effectively while maintaining strict confidentiality.
  • Ensured compliance with labor laws and regulations through diligent monitoring of policies and procedures.
  • Created customized onboarding materials for new hires, facilitating a smooth transition into the company culture and expectations.
  • Maintained accurate employee records, ensuring timely updates and adherence to data privacy standards.

Assistant Manager

Arby's Restaurant
04.2005 - 03.2007
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Scheduled staff shifts to ensure proper coverage during peak hours without exceeding labor budgets.

Shift Manager

Blockbuster Video
08.2003 - 05.2005
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Tracked receipts, employee hours, and inventory movements.
  • Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.

Education

Associate of Science -

Salt Lake Community College
Salt Lake City
05-2017

Skills

  • File organization
  • Team motivation
  • HR policies
  • Customer engagement
  • Staff supervision
  • Employee training
  • Employee relations
  • Task delegation

Timeline

Member Service Specialist III

HealthEquity
02.2020 - Current

HR Executive Assistant

Sonic Innovations
05.2014 - 08.2015

Rx Digital Specialist

1800CONTACTS
03.2007 - 11.2019

Assistant Manager

Arby's Restaurant
04.2005 - 03.2007

Shift Manager

Blockbuster Video
08.2003 - 05.2005

Associate of Science -

Salt Lake Community College

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Merissa Graber