Brianna Webster
Helena
Summary
Encouraging hospitality manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Front Office Manager
Best Western Premier Great Northern Helena
09.2024 - Current
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Compliance Specialist II
State of Montana – State Auditor’s Office
07.2023 - 04.2024
- Review all applications, forms, and advertisements being delivered in the state of Montana for Life, Health, Property and Causality services
- Maintained positive relationship with all companies involved
- Work directly with the legal department on form compliance per state law
- Ensured company policies were adhered to by all staff
- Customer Service
- Apply decision making and adhere to timeframes for working submissions
Bartender and Server
The Springs Taproom and Grill (Broadwater Hot Springs)
05.2023 - 07.2023
- Maintained Bar and Dining Room during shifts by cleaning, organizing, and stocking server stations and bar
- Provided customer service to patron’s visiting for dinner and/or drinks
- Experience with Toast POS system
- Bartended the Beer and Wine Bar
- Cash Handling/Daily Deposits
- Ensured company policies were adhered to
- Customer Service
- Maintained a friendly and positive attitude during fast-paced and highly stressful situations
- Handled customer complaints in a positive manner
Sales Team Manager
The Higher Standard
12.2022 - 04.2023
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue
- Discussed sales strategies and promotional plans with DM of Sales on regular basis
- Planned and directed staff training and performance evaluations
- Oversaw employee performance daily
- Ensured stores ran smoothly daily
- Cash Handling/Nightly Deposits
- Ensured company policies were adhered to by all staff
- Customer Service
- Experience with Metric and Dutchie systems
Claims Examiner
Montana State Fund
12.2021 - 06.2022
- Reviewed new files to determine the status of injury claim and to develop plan of action
- Collaborated with claims department and industry anti-fraud organizations to resolve claims
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims
- Conducted day-to-day administrative tasks to maintain information files and process paperwork
- Interviewed claimants and witnesses to gather information
- Verified insurance claims and determined fair amount for settlement
Enrollment Specialist
Montana School Services Foundation
08.2019 - 11.2021
- Communicated effectively via telephone, email and in person with prospective customers
- Understood and thoroughly explained services provided to customers and potential customers
- Updated, entered, and reviewed customer data
- Reviewed statistical enrollment data and prepared reports
- Provided policy information and maintained enforcement
- Finalized and processed enrollment applications
- Trained and mentored junior enrollment professionals
- Displayed consistent, positive attitude towards customers, peers, and other personnel, even during high-stress situations
Training Specialist
Health Care Service Corporation, HCSC
07.2018 - 08.2019
- Trained and mentored up to 20 new personnel hired to fulfill various roles per training class
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission, and vision
- Coordinated administrative functions necessary to deliver and document training programs
- Documented participation and evaluated learning for each participant
- Conducted orientation sessions to assess skill levels and areas of strength and weakness
- Assessed additional needs based on training progress and collaborated with management to meet requirements
- Assisted in analyzing and assessing training and development needs for organizations, departments, and individuals
- Traveled to client locations to conduct training classes
- Utilized cross-training techniques to boost productivity and develop each team member's individual skills set
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
Appeals Specialist
Health Care Service Corporation, HCSC
06.2015 - 07.2018
- Created, composed, and maintained appeal response templates
- Responded to attorney inquiries and litigation notices
- Coordinated with Appeals Supervisor to compose appeal responses
- Developed appeals functions, policies and procedures, and documentation
- Checked documentation for accuracy and validity on updated systems
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
- Acted as a departmental resource on appeals matters
- Supported project staff by facilitating compliance project logistics
- Communicated relevant project information to superiors and internal stakeholders
- Complied and reviewed regulatory and contractual requirements and accreditation standards to enforce standard policies and procedures
Customer Service Representative
Health Care Service Corporation, HCSC
03.2014 - 06.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Documented and detailed calls and complaints using call center's database
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Researched issues through identification of similar past problems and recommended most appropriate solution
Assistant Store Manager
Movie Gallery
09.2012 - 11.2014
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Shift Manager
Hardees Resturamt
10.2009 - 08.2012
- Kept employees operating productively and working on task to meet business and customer needs.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Exercised composure under pressure and in escalated customer service scenarios.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Tracked receipts, employee hours, and inventory movements.
- Trained and mentored new employees to maximize team performance.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Managed staff hiring, training and supervision.
Catering Kitchen Supervisor and Intern
Elitch Gardens
06.2008 - 09.2009
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Directed activities of team of skilled kitchen workers preparing and serving meals.
- Monitored food preparation, production, and plating for quality control.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Controlled food costs and managed inventory.
- Oversaw grill, stove, and oven, and cleaned equipment after every shift.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
- Supervised food presentation and plating to enhance visual appeal.
- Monitored food inventory and supplies to prevent waste.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Assistant General Manager
Mountain Valley Inn & Suites
06.2006 - 08.2008
- Motivated, trained, and disciplined employees to maximize performance.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Resolved problems promptly to elevate customer approval.
- Mentored and motivated team members to achieve challenging business goals.
- Handled cash accurately and prepared deposits.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
Education
Master of Science - Organizational Leadership
University of Providence
Great Falls, MT05.2018
Bachelor of Science - Human Services Management
University of Phoenix
Tempe, AZ05.2015
Associate of Science - Baking and Pastry Arts/ Culinary Arts
The Art Institute of Colorado
Denver, CO09.2009
High School Diploma - undefined
Helena High School
Helena, MT05.2005
Skills
- Oral and writing communication
- Great Attention to Detail
- Hospitality Operations Management
- Administrative support
- Staff Scheduling and calendar management
- Guest relations and complaint handling
- Sales and marketing
- Team management and Revenue Management
- Reservations assistance
- Staff training and development
- Human resources
- Strong leadership
- Strong Passion for excellent customer service
- Proficient in Microsoft Office Programs
Timeline
Front Office Manager
Best Western Premier Great Northern Helena
09.2024 - Current
Compliance Specialist II
State of Montana – State Auditor’s Office
07.2023 - 04.2024
Bartender and Server
The Springs Taproom and Grill (Broadwater Hot Springs)
05.2023 - 07.2023
Sales Team Manager
The Higher Standard
12.2022 - 04.2023
Claims Examiner
Montana State Fund
12.2021 - 06.2022
Enrollment Specialist
Montana School Services Foundation
08.2019 - 11.2021
Training Specialist
Health Care Service Corporation, HCSC
07.2018 - 08.2019
Appeals Specialist
Health Care Service Corporation, HCSC
06.2015 - 07.2018
Customer Service Representative
Health Care Service Corporation, HCSC
03.2014 - 06.2015
Assistant Store Manager
Movie Gallery
09.2012 - 11.2014
Shift Manager
Hardees Resturamt
10.2009 - 08.2012
Catering Kitchen Supervisor and Intern
Elitch Gardens
06.2008 - 09.2009
Assistant General Manager
Mountain Valley Inn & Suites
06.2006 - 08.2008
Bachelor of Science - Human Services Management
University of Phoenix
Associate of Science - Baking and Pastry Arts/ Culinary Arts
The Art Institute of Colorado
High School Diploma - undefined
Helena High School
Master of Science - Organizational Leadership
University of Providence
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