Summary
Overview
Work History
Education
Skills
Timeline
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Selena Hogan

Customer Service Specialist

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Care Manager

MorningStar Senior Living
08.2022 - 02.2024
  • Maintained detailed records on 60+ residents in compliance with agency standards and regulations, and consulted with supervisors to assess cases and plan strategies for enhancing care.
  • Assisted residents with ~10%-85% of daily living needs to maintain self-esteem and general wellness.
  • Communicated with healthcare providers weekly to facilitate continuity of care and saw a 75% decrease in resident illness and fall risks from March 2023 until August 2023 when weekly meetings were implemented.
  • Promptly and calmly responded to emergency situations and provided BLS certified support as needed.
  • Expanded company connections to 10+ allied businesses by educating residents and families on community resources, treatment options, and health care services such as: Alliance, Enhabit, Symbii, and the State Ombudsman.
  • Participated in daily team meetings and trainings to stay updated on best practices and new developments in care management.
  • Exemplified MorningStar core values of love, respect, honesty, fairness, goodness, and kindness and was awarded Radiance Spirit award for outstanding performance excellence.

Admissions Clerk

Mountain View Hospital
04.2023 - 09.2023
  • Verified insurance information, collected payment or co-payment for services, and created record of visit for future billing to 50+ patients daily.
  • Rectified ~85% of customer billing discrepancies by verifying office visits, services, and insurance information.
  • Maintained company reputation by greeting patients warmly, increasing comfort and creating rapport.
  • Analyzed and sorted 1000+ medical records and input patient data into computer software program in compliance with HIPPA.
  • Performed document filing, bookkeeping, and faxing for busy urgent care office.
  • Managed multi-line telephone and fax machine communicating between 100+ clients and business personnel.

Bakery Clerk

Albertsons
12.2021 - 08.2022
  • Provided superior customer service to promote guest satisfaction, brand loyalty, and consistent revenue.
  • Used hand-held devices and computers to record and monitor inventory of 200+ products daily, and completed quarterly audits to uncover and address any inaccuracies of 1000+ products.
  • Recorded information, shortages, and discrepancies to keep records current and accurate.
  • Evaluated incoming shipments of 30-300 pieces for quality issues and processed unacceptable materials for return.
  • Managed inventory storage in clean and organized fashion.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items while upholding company customer service standards.
  • Decorated and merchandised quality bakery goods to build business reputation and revenue base.
  • Dedicated 110% of highly professional work ethic to company and was recognized as the Employee of the Month.
  • Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales by over 70% at times, often resulting being named "highest ranked" in sales by district.

House Cleaner

Lago Logistics
06.2017 - 03.2021
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Created spotless surfaces by dusting, sweeping, vacuuming, and mopping.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Cleaned and stocked guest rooms by replacing used towels and linens, vacuuming floors, making beds, and restocking bathroom items.
  • Adhered to professional house cleaning checklist.

Main Bank Supervisor/Cage Cashier

Tortoise Rock Casino
07.2017 - 06.2019
  • Oversaw cage-related financial activities on property to enforce laws, rules, regulations and controls of company, tax and gaming commissions.
  • Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks ranging from $20,000 to $2,000,000.
  • Completed vault balancing, cash reports, and variances, and regulated discrepancies to 100% accuracy using a 10-key calculator and Microsoft programs.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Observed and monitored status and cash inventory levels of 5+ ticket redemption kiosk machines to support maximum performance and availability to casino guests.
  • Prepared internal and regulatory financial reports, balance sheets, and income statements.
  • Trained ~15 employees to standards by conducting coaching sessions and evaluating comprehension.

Cash Office/Front End Supervisor

Ross Stores
07.2014 - 05.2017
  • Recorded deposits, reconciled accounts, and updated financial records with 100% accuracy.
  • Entered figures using 10-key calculator to compute data quickly.
  • Counted tills of $200-$500 at the beginning of shift, and tills of $200-$1,200 at the end of shift.
  • Arranged and replenished service desk displays and merchandise racks according to corporate layouts.
  • Resolved customer complaints and maintained clean and tidy checkout area to reflect the companies competency and efficacy.
  • Provided exemplary service and dedication resulting in the company awarding me the Employee of the month.
  • Prepared bank deposits and checks for accounts payable from $1,000-$50,000.
  • Matched purchase orders with invoices to verify 100% accuracy.

Education

Master of Science - Psychology

Sofia University
Palo Alto, CA
07.2020 - Current

Master of Arts - English Literature

University of Redlands
Redlands, CA
08.2011 - 2015.04

Skills

Excellent communication

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Timeline

Admissions Clerk

Mountain View Hospital
04.2023 - 09.2023

Care Manager

MorningStar Senior Living
08.2022 - 02.2024

Bakery Clerk

Albertsons
12.2021 - 08.2022

Master of Science - Psychology

Sofia University
07.2020 - Current

Main Bank Supervisor/Cage Cashier

Tortoise Rock Casino
07.2017 - 06.2019

House Cleaner

Lago Logistics
06.2017 - 03.2021

Cash Office/Front End Supervisor

Ross Stores
07.2014 - 05.2017

Master of Arts - English Literature

University of Redlands
08.2011 - 2015.04

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Selena HoganCustomer Service Specialist