Victoria Kirkland

• Ensures legal compliance by following company policies, procedures, and guidelines, as well as state and federal insurance regulations.

• Applied medical necessity guidelines, determine coverages, complete eligibility verification, identify discrepancies and apply all cost containment measures to assist in the claim adjudication process.

• Coordinate response for routine phone inquiries and written correspondence related to claims processing.

• Act as point of contact for providers and beneficiaries when inquiring about claims status/benefits.
Utilized all applicable system functions available ensuring accurate and timely processing of claims.

• Provided engaging, responsive, timely telephone and email support to Dealer Clients, Sales and other internal team members. Acting as the point of contact for the dealerships as I kept them informed of the status of open issues while actively working to troubleshoot and resolve those issues.
• Played a large role in retention as I communicated collaboratively with Sales to address any Dealer issues.
• Quick pacedinboundand outbound calls
• Appointment setting

• Entering detailed information into QuickBooks to provide accurate and up-to-date financial information
• Creating a filing system for optimal organization
• Working closely with district management to ensure money flow is current
• Setting up payment for contractors
• Curating audit packs for company each month

• Improves customer satisfaction ratings from 85% to 98% within2 years, proven through customer surveys and website reviews
• Manages all financials, including planning, budget development and analysis, and transparent financial reporting
• Audits units to ensure conformance with the company, government, and accrediting agency standards, regulations, and codes regarding food storage, preparation, sanitation, and record keeping
• Ensures all employees follow policies in accordance with OSHA and FDA regulations to uphold a superior dining setting
• Analyzes sales statistics to correctly forecast, control labor costs, and successfully schedule over100+ employees to ensure maximum productivity
• Reduces employee turnover by25% with fair and friendly management procedures, including unbiased conflict resolution methods and open employee feedback policies
• Participates in all revenue strategy meetings with General Managers, Revenue Managers, and Area Sales Leaders to drive revenue

• The Employee Training Coordinator coordinates the training of newly hired employees and the staffing, retention and development of Skill Trainers
• The ETC conducts new employee orientation, and manages the staffing and development of Skill Trainer team to support new employee training
• The ETC supports Personal Achievement Responsibility (PAR) progression, compliance training and new system rollouts
• Skill Trainer Staffing and Development
• Develop and maintain a Skill Trainer Staffing Plan
• Posts Skill Trainer Positions
• In partnership with the GM conducts interviews and selects qualified candidates to become certified Skill Trainers
• Manages the development and training of Skill Trainers
• Oversees Skill Trainer Academy which includes tracking trainer certification progress
• Tracks Skill Trainer meeting attendance in CBU
• Prepares & presents Skill Trainer evaluations
• Rising Star Training
• Manages the Orientation training process for all Rising Star Employees Develops and maintains the Training Plan for the Rising Star
• Conducts Rising Star Meetings
• Conducts Plate Appearance Class (for new Servers & Grill)
• Conducts Point of Sale (POS) Workbook trainingCompliance Training Administration
• Provides training support to the store for regulatory training requirements and other policy reviews as needed or assigned (Food Protection Manager, Food Handler, Employment Policy reviews, and training)Personal Achievement Responsibility (PAR) Progression Oversight
• Provides guidance to the store management team on PAR progression so the management team can ensure PAR progression and participation
• Analyze PAR reports for concerns and opportunities
• Follows up with Employees to encourage PAR participation
• Posts PAR eligibility reports
• Prepares distributes, and orders PAR Certificates for Promotion and new hire aprons
• Troubleshoots with the PAR Department any PAR promotion issuesStore Management Collaboration
• Champions Cracker Barrel's policies to ensure a safe work environment that encourages and celebrates diverse workforce that reflects the local community
• Role models the Quality and Service Standards within the Cycle of Service at all times, whether it is interacting with the Guests, cleanliness, organization, hospitality, or appearance
• Attends all Restaurant meetings
• Supports new system or equipment rollout training
• Minimum Experience and Education
• PAR II or higher employee (PAR IV preferred)
• 1 year as a Skill Trainer
• Has received passing scores on all evaluations in the past year
• Is available for any shift, including weekends and holidays
• Is a proven self-starter and able to work with minimal supervision
• Has strong computer skills (knowledge of Windows and internet browsers)
• Analytical and decision making skills
• Strong communication, time management and organization skills
• Flexible and adaptable to various situations
• People Pleasing attitude

• Adhere to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, and labor costs Responsible for ensuring that all financial (invoices) and payroll administrative duties are completed accurately, and on time in accordance with company policies
• Enforce sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining area
• Ensures compliance with company policies as well as federal/state/local laws and ordinances
• Responsible for ensuring consistent high quality of food preparation and service
• Maintain professional restaurant image, including overall cleanliness , proper uniforms, and appearance standards
• Forecast sales by identifying and evaluating competitors, surveying restaurant demand, conferring with people in the community, and following recent sales trends
• Estimate food needs, supervise portion controls, and quantities of preparation to minimize waste
• Develop employees by providing ongoing feedback, establishing performance expectations, and conducting performance reviews Direct hiring, supervision, development and, when necessary, termination of employees
• Ensure positive guest services in all areas
• Respond to complaints, tanking any and all appropriate actions to turn dissatisfied guests into return guests