Yvette Henry
Clearwater,FL
Summary
Dedicated Managerial professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
Work History
Catering Chef
Gourmet Gourmet Catering
Tampa, FL
01.2017 - 07.2022
- Gathered customer requirements and worked with catering team in implementing specifications.
- Managed 6 servers and staff members to effectively foster team-oriented environment.
- Worked with chefs to prepare custom menus, including meals and beverages.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Scheduled, organized and led food tastings to facilitate selections and surpass expectations.
- Priced and ordered food products, kitchen equipment and food service supplies.
- Prepared and led food service training programs to teach staff various tasks.
- Supervised staff preparing and serving 2 meals per day.
- Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
- Analyzed market trends and competitor deals for attractive proposal preparation.
- Discussed qualifications and specialties of catering teams, sharing referrals and testimonials of satisfied clients.
- Grew sales of catering services by 56% through strategic marketing and promotions.
- Mentored front of house personnel on company policies customer service techniques and professional communication.
- Worked closely with clients, chef and cooks to determine menu plans for special events or occasions.
Front Desk Receptionist (Medical)
Family Practice Center
Sandy Springs, GA
01.2021 - 02.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Transcribed phone messages and relayed to appropriate personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
- Monitored office supplies by checking inventory and placing orders.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Health Insurance Specialist
Blue Cross and Blue Shield
Middletown , NY
02.2006 - 09.2011
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
- Processed changes in insurance policies and periodically reassessed client needs.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures.
- Accurately processed large volume of medical claims every shift.
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
- Reviewed claims for accuracy before submitting for billing.
- Inputted data into the system, maintaining accuracy of provider coding information and reported services.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Based payment or denials of medical claims upon well-established criteria for claims processing.
- Sent clinical request and missing information letters to obtain incomplete information.
- Reviewed administrative guidelines whenever questions arose during processing of claims.
- Used contract notes and processing manual to correctly apply group-specific classifications to claims.
- Determined insurance coverage levels and restrictions by thoroughly examining claims forms and associated records.
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
- Uploaded documentation and reports to corporate database system using bcbs to facilitate smooth claims processing.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved inquiries to consistently meet performance benchmarks.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Corresponded with service department team members to build and implement successful solutions to customer problems.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
Licensed Master Cosmetologist
Jackie Colors Salon
Buckhead, GA
05.2001 - 07.2006
- Met with new clients and provided successful hair consultations detailing expectations for color, style and cut.
- Fostered clean and sanitary work environment to protect customers and staff from infection.
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
- Backed up reception desk by answering phones, scheduling appointments and processing payments.
- Kept notes listing preferences and services provided to clients for quick reference.
- Recommended treatment and styling products to customers to meet current needs or resolve specific concerns.
- Washed, colored, cut and styled hair for high volume of clients daily.
- Maintained relationships with 100 long-term clients while handling up to 8 walk-in appointments daily.
- Performed skin consultations, facials, microdermabrasion and acne treatments.
- Treated customers to shampooing and head massage to promote loyalty.
- Engaged positively with clients to deliver memorable customer experiences that resulted in repeat business.
- Assisted with basic bookkeeping, filing and maintaining clients' records.
Assistant Store Manager
Pizza Hut
Jacksonville Beach, FL
12.1992 - 12.2000
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
- Reviewed monthly sales and performance reports to support operational planning and strategic decision-making.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Conducted analysis to address productivity and improve employee morale.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
Nuclear Biological Chemical Specialist
Army
Fort Hood, TX
01.2017 - 03.1992
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Assessed and trained personnel for promotion to cross-functional operations.
- Developed complete training programs and led training using expert learning techniques.
- Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
- Maintained student engagement through creative subject delivery and learning activities.
- Collaborated with fellow staff members to promote positive and welcoming learning environment.
- Participated in continuing development and training to bolster professional teaching skills.
- Explained goals and expectations required of trainees.
Police Officer
Clayton County Police Department
Jonesboro, GA
02.1986 - 09.1991
- Investigated criminal and traffic offenses.
- Apprehended suspects, prepared case reports and testified in courtroom hearings.
- Mediated domestic-related disturbances and protected victims from harm.
- Responded to and investigated security and burglar alarms.
- Adhered to safety protocols and properly handled equipment, weapons and materials.
- Made arrests for violations of criminal laws and conducted background investigations.
- Served active warrants and subpoenas.
- Responded to calls related to DWI, felonies, misdemeanors, domestic abuse and animal rescue.
- Directed and controlled crowds at parades, funeral processions and sporting events.
- Searched vehicles, buildings, homes and property for evidence and stolen property.
- Communicated with subjects and witnesses to acquire and verify information relevant to roadway accident investigations.
- Wrote, reviewed and approved reports entered in county database.
- Responded to civil unrest, search and rescue operations.
- Provided training on gang-related issues, firearms, defensive driving and other related police topics to newly hired officers.
- Assessed crime scenes upon arrival and secured areas.
- Inspected squad vehicle and weapons daily and arranged for routine and special maintenance.
- Conducted field sobriety tests and used portable breathalyzers to perform tests.
- Conducted stationary and mobile surveillance on investigatory individuals.
- Fostered rapport with school personnel and students to build trust and cultivate communication.
- Gathered preliminary investigation information as first responder to crime scenes.
- Liaised with school counselors and administrators regarding juvenile offenders.
Education
Bachelor of Science - Culinary Arts And Management
The Art Institute of Tampa
Tampa FL05.2022
Certificate - Business Administration And Management
Branell Business School
College Park, GA05.2001
Licensed Master Cosmetologist - Cosmetology
Pro Way Hair School
Stone Mountain, GA05.1998
Skills
- Menu development
- Menu tastings
- Catering consultation
- Portioning
- Data management
- Flexible
- Training & Development
- Supervision
- Clerical
- Problem resolution
- Relationship building
- Cross-selling and upselling
- Customer follow-up
- Call center operations
- Providing customer support
- Interpersonal skills
- Communicating with clients
- Data entry
- Inbound phone call management
- Resolving issues
- Professional telephone voice
- Quality control
- Call documentation skills
- Analytical abilities
- Customer communications
- Proficiency in bcbs, WordPerfect, Office, software
Timeline
Front Desk Receptionist (Medical)
Family Practice Center
01.2021 - 02.2022
Catering Chef
Gourmet Gourmet Catering
01.2017 - 07.2022
Nuclear Biological Chemical Specialist
Army
01.2017 - 03.1992
Health Insurance Specialist
Blue Cross and Blue Shield
02.2006 - 09.2011
Licensed Master Cosmetologist
Jackie Colors Salon
05.2001 - 07.2006
Assistant Store Manager
Pizza Hut
12.1992 - 12.2000
Police Officer
Clayton County Police Department
02.1986 - 09.1991
Bachelor of Science - Culinary Arts And Management
The Art Institute of Tampa
Certificate - Business Administration And Management
Branell Business School
Licensed Master Cosmetologist - Cosmetology
Pro Way Hair School
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