Tera Hennesy-Henry
Denton,TX
Summary
Dynamic professional with a proven track record in individualized counseling and resource allocation, honed across roles at Denton ISD and leading hospitality brands. Excelled in client relationship management and critical thinking, achieving significant improvements in patient support and staff management. Skilled in MS Office and adept at conflict resolution, consistently delivering results beyond employer expectations. Compassionate Case Manager with substantial background in social work and providing support to vulnerable populations. Skills include crisis management, care coordination, and advocacy for clients' rights and needs. Demonstrated ability to establish trust with clients while effectively managing high caseloads. Notable impact on improving client well-being through personalized care plans and resource allocation. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
24
24
years of professional experience
Work History
Case Manager
Denton ISD
Denton, TX
09.2024 - Current
- Prepared patients for self-management and decision-making responsibilities.
- Maintained accurate records and documented client data in company databases.
- Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
- Ensured compliance with applicable state laws and regulations governing case management activities.
- Developed educational materials about mental health issues for distribution at workshops or seminars.
- Connected individuals with relevant community resources and coordinated referrals.
- Reminded patients to take prescribed medications or nutritional supplements.
- Coordinated transportation arrangements for clients attending appointments or classes.
- Compiled statistical data related to caseloads for use in grant applications or reports required by funding sources.
- Monitored client progress and updated case files accordingly.
- Performed assessments to determine individual limitations and strengths.
- Made referrals to utilize community resources for resident's needs.
- Facilitated group therapy sessions focused on managing stress, developing communication skills, resolving conflicts.
- Collaborated with social workers to support patients.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Collaborated with medical personnel to develop treatment plans for clients based on their individual needs.
- Researched, identified, and referred clients to appropriate community resources.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
Textbook Clerk
Denton ISD
Denton, TX
12.2022 - 09.2024
- Inquire with textbook vendors regarding invoices and shipments.
- Tracking, purchasing, delivery, and computer input
Customer Service Representative
Transamerica Life Insurance Company
Denton, TX
11.2021 - 11.2022
- Developed positive relationships with customers through friendly interactions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided exceptional customer service to ensure customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Led on- and off-site customer support teams across multiple time zones.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Answered customer inquiries via phone, email, and chat.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided accurate information about products and services to customers.
- Updated system with order specifics and customer details, preferences, and billing information.
- Took special orders in person and over telephone, generating additional revenue every month.
- Mentored junior team members and managed employee relationships.
Sales Manager
Comfort Suites Hotel
Gainesville, TX
01.2011 - 06.2017
- Enhanced sales volume through skilled support to both new and inactive customers.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Analyzed customer data to identify trends, preferences, and opportunities for growth.
- Developed and significantly grew assigned territory using strong engagement and marketing skills.
- Analyzed data to identify trends in customer behavior and develop plans accordingly.
- Achieved company growth and brand development through market expansion and sales.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Coached, developed and motivated team to achieve revenue goals.
- Gained market share in new sales performance through aggressive team training.
- Developed pricing strategies that would maximize profits while still remaining competitive in the market.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Delivered sales presentations focused on offerings and unique advantages over competitors.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Implemented process changes to streamline sales department workflow.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
- Established relationships with key clients, while maintaining existing customer base.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Used change methodologies to increase sales and led projects for increased productivity.
Night Auditor
Comfort Suites Hotel
Gainesville, TX
12.2000 - 01.2011
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Coordinated with guest services and concierge team to meet guest needs.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
- Assisted guests at check-in, providing information on various services within hotel.
- Reported any discrepancies immediately upon discovering them.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Generated daily, weekly, and monthly reports to close out day and meet objectives.
- Assessed checklist on daily basis and planned shift accordingly.
- Kept records of room availability and guest accounts, manually or using computers.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Issued room keys and escort instructions to bellhops.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Verified customer credit to establish payment method for accommodations.
- Computed bills, collected payments and made change for guests.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Maintained well-stocked and presentable complementary food and beverage station.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Maintained cleanliness of bathrooms, lobby and front desk.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool, and spa.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Completed nightly updates to hotel rates and individual room charges.
- Administered employee time records ensuring compliance with company policy.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
Night Auditor
Hampton Inn By Hilton
Gainesville, TX
12.2008 - 11.2009
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Coordinated with guest services and concierge team to meet guest needs.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
- Assisted guests at check-in, providing information on various services within hotel.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Issued room keys and escort instructions to bellhops.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Assessed checklist on daily basis and planned shift accordingly.
- Computed bills, collected payments and made change for guests.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Verified customer credit to establish payment method for accommodations.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Maintained well-stocked and presentable complementary food and beverage station.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
Education
High School Diploma -
Gainesville High School
Gainesville, TX05-1995
Some College (No Degree) -
International Business School
Denton, TXSkills
- Utilization review
- Individualized counseling
- Patient support
- MS office
- Chronic disease management
- Ethical judgment
- Records management
- Critical thinking
- Client relationship management
- Resource allocation
- Stress management
- Staff management
- Documentation proficiency
- Progress evaluations understanding
- Verbal and written communication
- Case management tracking
- Documentation and reporting
- Decision-making
- Active listening
- Time management
- Clear communication
- Goal setting
- Case documentation
- Conflict resolution
- Data entry and analysis
- Health history documentation
- Utilization criteria
- Financial resource management
Timeline
Case Manager
Denton ISD
09.2024 - Current
Textbook Clerk
Denton ISD
12.2022 - 09.2024
Customer Service Representative
Transamerica Life Insurance Company
11.2021 - 11.2022
Sales Manager
Comfort Suites Hotel
01.2011 - 06.2017
Night Auditor
Hampton Inn By Hilton
12.2008 - 11.2009
Night Auditor
Comfort Suites Hotel
12.2000 - 01.2011
High School Diploma -
Gainesville High School
Some College (No Degree) -
International Business School
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