Monica Hagan
Memphis,TN
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant Team Lead
H&R Block
11.2023 - 04.2024
- Resolved escalated issues quickly and professionally, ensuring customer satisfaction while maintaining company standards.
- Worked with proprietary software to reduce Type issues and increase productivity.
- Managed team workload to reach targets for specific tasks.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Coordinated weekly meetings for internal and external groups.
- Oversaw inventory supply to maintain fully stocked shelves during high volume sales periods.
Nursing Unit Coordinator
Baptist Memorial Health Care
06.2023 - 04.2024
- Provided exceptional support to families during the admission process, addressing concerns and providing necessary information.
- Contributed to cost-saving measures within the unit by carefully monitoring supply inventory levels and minimizing waste where possible.
- Coordinated seamless discharge planning processes for patients transitioning from hospital care to home or rehabilitation facilities.
- Improved patient satisfaction by efficiently coordinating unit activities and managing nursing schedules.
- Fostered a supportive environment for patients and their families by acting as an empathetic liaison between healthcare providers and loved ones.
- Promoted a culture of continuous learning among nurses through ongoing professional development opportunities.
- Facilitated positive working relationships among nursing staff by promoting teamwork and open communication channels.
- Resolved staffing issues by proactively identifying gaps in coverage and arranging appropriate coverage as needed.
- Ensured timely delivery of patient care by effectively prioritizing tasks and delegating responsibilities to nursing staff.
- Increased efficiency in daily unit operations by maintaining accurate data entry and record-keeping practices.
- Maintained a safe and clean environment for patients, visitors, and staff by adhering to infection control protocols.
Financial Counselor
Methodist Healthcare System
08.2020 - 12.2021
- Worked with clients to develop personal recommendations for improvement of financial circumstances, reducing debt and increasing income.
- Cultivated a positive, non-judgmental environment for clients to openly discuss their financial challenges and concerns.
- Conducted interviews with patients and family members and answered questions regarding insurance benefits.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Liaised between patient, doctor and insurance provider to smooth claims processes.
Sr Tax Specialist
H&R BLOCK
01.2003 - 04.2016
- Help design and implement tax policies and strategies and evaluate managerial processes to maintain compliance with relevant statutes and regulator
- Computed tax depreciation rates on business assets like technology and vehicles.
- Completed in-depth research into tax issues affecting Type activities to offer expert advice and accurately prepare submissions.
- Reviewed financial reports to correctly ascertain taxation and statement requirements.
- Classified assets correctly to properly account for depreciation on routine filings.
- Oversaw team of Number tax preparers handling over Number submissions per year.
- Helped organization maintain full compliance with local, state and federal tax requirements with diligent application of best practices.
Education
CERTIFICATE - Human Resource Management
Belhaven University
Jackson, MS01.2020
MASTER OF HEALTH ADMINISTRATION - Health Administration
Belhaven University
Jackson, MS12.2018
BACHELOR OF BUSINESS ADMINSTRATION - Administrative Management
LeMoyne-Owen College
Memphis, TN05.2012
Skills
- Leadership
- Epic Systems
- Microsoft Windows XP professional
- Microsoft Office Suite
- Salesforce
- Google Drive
- Teamwork and Collaboration
- Attention to Detail
- People Management
- Flexible Schedule
- Conflict Resolution
- Client Service
- Documentation And Reporting
Accomplishments
Single parent who managed to accomplish educational goals while working multiple jobs to support household. My children managed to graduate and accomplish goals of their own. It's a huge accomplishment for me coming from where I am from.
Certification
- Life Insurance, 01/01/21, 10/01/26
- Health & Auto Insurance, 10/01/21, 10/01/26
Additional Information
When I have downtime; I usually spend it learning something that will perfect my craft. I am trying to start on my PHD soon. I want to make a different in my family lives by conquering my goals no matter what life brings.
Work Authorization
Authorized to work in the US for any employer
Groups
Zeta Phi Beta Soroity Inc
Personal Information
Willing To Relocate: Anywhere
Timeline
Assistant Team Lead
H&R Block
11.2023 - 04.2024
Nursing Unit Coordinator
Baptist Memorial Health Care
06.2023 - 04.2024
Financial Counselor
Methodist Healthcare System
08.2020 - 12.2021
Sr Tax Specialist
H&R BLOCK
01.2003 - 04.2016
CERTIFICATE - Human Resource Management
Belhaven University
MASTER OF HEALTH ADMINISTRATION - Health Administration
Belhaven University
BACHELOR OF BUSINESS ADMINSTRATION - Administrative Management
LeMoyne-Owen College