Summary
Overview
Work History
Education
Skills
Certification
References
Additional Information
Timeline
Generic

Victoria Hensley

Franklin,USA

Summary

Proactive professional with a strong ability to adapt to new challenges. Demonstrated problem-solving skills and a history of building effective relationships with clients and colleagues. Committed to enhancing team performance and driving positive outcomes.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Patient Health Navigator

Main Street Rural Health
Mountain Home, AR
03.2023 - Current
  • Facilitated strong relationships with patients to enhance care delivery.
  • Assisted patients in navigating healthcare services and resources.
  • Coordinated patient appointments with healthcare providers and specialists.
  • Collaborated with medical staff to address patient needs effectively.
  • Utilized data to promote medication adherence through reminders and best practice education.
  • Conducted outbound calls to follow up on outstanding patient needs.
  • Employed software to monitor scheduling for preventative health screenings.
  • Maintained comprehensive records of patient interactions via electronic health records.
  • Educated patients on healthcare options, insurance benefits, and common conditions.
  • Addressed patient inquiries regarding insurance coverage efficiently.
  • Coordinated access to community resources to support patient needs.

Member Service Representative I

Cox Health Plans
Springfield, MO
06.2022 - 02.2023
  • Facilitated benefit interpretation, claims processing, authorizations, and membership inquiries across multiple business lines.
    Responded to provider, member, customer, and broker inquiries via phone and email regarding coverage and claims.
    Converted complex healthcare terminology into understandable communication for diverse audiences.
    Recorded interaction details in database, outlining necessary follow-up actions.
    Specialized in Medicare, group, and Individual Marketplace to address specific needs.
    Maintained professionalism during all communications to ensure satisfaction.
    Delivered precise information regarding claims status, billing issues, and authorizations.
  • Educated members on plan features, coverage, and enrollment procedures.

Server

Coyote's Adobe Cafe
Springfield, Missouri
05.2021 - 05.2022
  • Provided excellent customer service in a fast-paced dining environment.
  • Managed table assignments and ensured timely service for all guests.
  • Handled cash transactions and processed payments accurately.
  • Collaborated with kitchen staff to coordinate food preparation and delivery.
  • Maintained cleanliness and organization of tables and dining area.
  • Resolved customer complaints promptly to enhance guest satisfaction.
  • Recommended menu items based on customer preferences and dietary needs.
  • Provided excellent customer service to ensure satisfaction.

Jewelry Specialist

Dillard's, Inc.
Springfield, MO
05.2021 - 05.2022
  • Delivered exceptional customer service to enhance client satisfaction.
  • Assisted customers in selecting jewelry pieces based on style and preference.
  • Educated customers on jewelry care and maintenance techniques.
  • Managed inventory levels to ensure product availability and variety.
  • Delivered exceptional customer service by addressing inquiries and concerns promptly.
  • Organized merchandise displays to enhance visual appeal and accessibility.
  • Trained new staff on product knowledge and sales techniques effectively.
  • Executed jewelry and watch repair services with precision and attention to detail.
  • Processed new inventory while rotating seasonal stock for optimal presentation.
  • Implemented visual merchandising techniques and promotions to drive sales growth.
  • Adhered to company policies regarding returns, exchanges, refunds while providing excellent customer service.
  • Developed and maintained relationships with customers to promote loyalty and repeat business.
  • Facilitated efficient cash transactions at checkout counter by accurately ringing up purchases and verifying payments.
  • Demonstrated advanced knowledge of jewelry repair techniques such as soldering broken links or resetting stones.

Backstock Manager/Office Manager

PLATO'S CLOSET
Springfield, Missouri
01.2018 - 04.2021
  • Managed all cash handling and POS responsibilities for opening and closing shifts.
  • Oversaw daily operations and staff management at the retail clothing store.
  • Trained new employees on customer service and sales techniques.
  • Coordinated inventory management and stock replenishment processes.
  • Implemented visual merchandising strategies to enhance product presentation.
  • Resolved customer inquiries and complaints with effective communication skills.
  • Conducted regular team meetings to promote collaboration and motivation.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Delegated tasks to staff members to ensure operational efficiency.
  • Monitored certified merchandise inventory, maintaining accurate stock levels.
  • Applied knowledge of trending styles to inform product selection for upcoming seasons.
  • Achieved sales goals while delivering exceptional customer service.
  • Scheduled social media posts to enhance online engagement.
  • Managed advertising campaigns and promotions to drive revenue and analyze sales patterns.

OPENING COOK

HARPS GROCERY STORE
Mountain Home, Arkansas
04.2015 - 03.2017
  • Prepared all hot and cold case items for customer selection.
  • Prepared fresh meals and ingredients according to store standards.
  • Maintained cleanliness and organization of kitchen areas and equipment.
  • Engaged customers directly to facilitate order taking and enhance service experience.
  • Maintained safety and sanitation standards in fast-paced environment, achieving Serve-Safe certification.
  • Operated kitchen equipment safely while following all safety protocols.
  • Collaborated with team members to ensure timely meal preparation.
  • Monitored inventory levels and reported shortages to management.
  • Trained new staff on cooking techniques and kitchen procedures.
  • Ensured compliance with health regulations and food safety guidelines.
  • Cleaned kitchen equipment, surfaces, utensils and dishes.
  • Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
  • Operated grills, fryers and broilers to cook items to quality guidelines.
  • Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.

BAKER/COUNTER-CLERK

CRAVINGS BAKERY AND CAFE
Eureka Springs, Arkansas
05.2011 - 01.2016
  • Managed all POS and cash handling for catering orders and large events.
  • Prepared a variety of baked goods using traditional recipes and techniques.
  • Managed inventory of ingredients and supplies to ensure fresh stock availability.
  • Demonstrated proficiency in daily restaurant operations and menu offerings.
  • Prepared menu items from start to finish, ensuring quality and consistency.
  • Maintained employment status across full-time, part-time, and event roles.
  • Operated commercial ovens and mixers to maintain efficient production flow.
  • Decorated cakes and pastries to meet customer specifications and preferences.
  • Maintained cleanliness and organization of the baking area for safety compliance.
  • Collaborated with team members to develop new menu items for seasonal promotions.
  • Assisted customers with product selection and provided knowledgeable recommendations.
  • Cleaned work areas, utensils, equipment and surfaces between batches of products.
  • Followed food safety guidelines while preparing all food items.
  • Operated ovens and other equipment to bake products according to established recipes.

Sales Associate/Manager in Training

Journeys
Branson, MO
08.2013 - 04.2015
  • Achieved all monthly and quarterly sales goals in high-volume commission-based environment.
  • Supported team in exceeding sales goals through training and motivation.
  • Managed daily operations, ensuring store organization and product availability.
  • Assisted customers with product selections, enhancing shopping experiences.
  • Implemented visual merchandising strategies to attract customer attention.
  • Resolved customer complaints effectively, fostering positive relationships.
  • Completed management training program coursework and responsibilities.
  • Received and organized incoming inventory to maintain stock levels.

KEY HOLDER

CHARLOTTE RUSSE
Branson, Missouri
05.2013 - 07.2014
  • Managed all POS and cash handling tasks during opening and closing shifts.
  • Assisted in maintaining store organization and visual merchandising standards.
  • Oversaw cash handling procedures and ensured accurate daily reconciliation.
  • Trained new staff on customer service protocols and operational procedures.
  • Managed inventory levels and conducted regular stock audits for accuracy.
  • Provided support in scheduling staff shifts to maintain optimal coverage.
  • Facilitated communication between management and sales associates during shifts.
  • Managed key holder responsibilities such as opening and closing the store, setting alarms.
  • Provided customer service including cashiering, merchandising and restocking shelves.
  • Replenished merchandise displays throughout the store as needed.
  • Delegated staff responsibilities to ensure operational efficiency.
  • Sorted incoming inventory, staging store with effective window displays and floor sets.
  • Orchestrated daily shifts and coordinated CR team operations for optimal performance.
  • Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
  • Verified accuracy of register tills at beginning and end of shift.
  • Supervised bank deposits and security procedures to support store opening and closing.
  • Assisted in general housekeeping to maintain store image.
  • Ensured store was opened and closed in a timely manner according to company policies.

CREW TRAINER

MCDONALD'S
05.2011 - 05.2013
  • Trained new crew members on operational procedures and customer service standards.
  • Ensured compliance with food safety standards and sanitation practices during shifts.
  • Resolved customer complaints by providing timely solutions and maintaining professionalism.

Education

Associates of Science - Business Marketing

Arkansas State University
Mountain Home, AR
05-2024

Some College (No Degree) - Arts And Entertainment Management

Missouri State University
Springfield, MO

Skills

  • Marketing and digital marketing
  • Social media management and Hootsuite
  • Event planning and coordination
  • Data entry and documentation review
  • Computer skills and literacy
  • Phone etiquette and customer service
  • HIPAA compliance
  • Merchandising strategies
  • Live chat support
  • Typing proficiency
  • Medical terminology expertise
  • Google Docs proficiency
  • Communication skills
  • Office management and administration
  • E-commerce strategies
  • Patient navigation
  • Electronic health records
  • Data analysis
  • Resource coordination
  • Healthcare education
  • Problem solving
  • Team collaboration
  • Attention to detail
  • Empathy
  • Healthcare
  • Conflict resolution
  • Medical insurance
  • Organizational skills

Certification

Driver's License

References

References available upon request.

Additional Information

  • SKILLS
  • Organized
  • Multi-Task Oriented
  • Group Focused Leader
  • Detail-Specific

Timeline

Patient Health Navigator

Main Street Rural Health
03.2023 - Current

Member Service Representative I

Cox Health Plans
06.2022 - 02.2023

Server

Coyote's Adobe Cafe
05.2021 - 05.2022

Jewelry Specialist

Dillard's, Inc.
05.2021 - 05.2022

Backstock Manager/Office Manager

PLATO'S CLOSET
01.2018 - 04.2021

OPENING COOK

HARPS GROCERY STORE
04.2015 - 03.2017

Sales Associate/Manager in Training

Journeys
08.2013 - 04.2015

KEY HOLDER

CHARLOTTE RUSSE
05.2013 - 07.2014

BAKER/COUNTER-CLERK

CRAVINGS BAKERY AND CAFE
05.2011 - 01.2016

CREW TRAINER

MCDONALD'S
05.2011 - 05.2013

Associates of Science - Business Marketing

Arkansas State University

Some College (No Degree) - Arts And Entertainment Management

Missouri State University
Victoria Hensley
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