Denise Hurlbert Email & Phone Number

Colorado Springs, Colorado, United States

Manitou Springs, Colorado

Provided leadership, supervision, and support for a staff of 16 front desk professionals involving recruiting, hiring, training, mentoring and scheduling to provide superior customer service and satisfaction.Developed and implemented annual and event-specific budgets and business plans in collaboration with the Senior Management Team, Marketing, and IT departments.Coordinated and oversaw daily/weekly financial transactions, cash drawers, banking activities, and payroll.Introduced new policies/procedures to ensure cohesion/collaboration between all levels of the Spa’s team.Oversight of sales of the latest spa products, merchandise, packages, services, and promotions for customers.Supervised the operations team to resolve spa and building maintenance issues.Resolved escalated complaints to sustain customer satisfaction while safeguarding the spa’s interests.Prepared weekly updates to the senior management team (CEO, CFO, COO).

Colorado Springs, Colorado Area

Well-versed in executing a wide range of administrative tasks including data entry, customer communications, scheduling and strong customer service, management, claims review and analytical skills to inform staff professionals of upcoming schedules and demands on the team of Professionals, Assistants, and support staff to provide the highest caliber of quality, efficient, customer service. Operates with a strong sense of urgency and thrives in a fast-paced setting.

Colorado Springs, Colorado Area

Refined back order process decreasing cancellations by 35%.Implemented process improvement efficiency and decreasing time from warehouse to customer inventory by20%.Managed third party platforms to include Amazon, EBAY, Buy.com, Sears.Answered and managed incoming and outgoing calls while recording accurate messages.Placed special merchandise orders for customers.

Colorado Springs, Colorado Area

Acted as local HR contact and Office Manager processing all shipping paperwork; including bills of lading, claims, tariffs, freight quotes, customs documents integrated shipping needs, and customer service returns. Prioritized and resolved a high volume of email and phone calls from queue applying customer service best practices to control calls and increase customer satisfaction. Attention to detail and organization helped me to utilize my time and process time sensitive reports, in an appropriate manner. Responsible for monthly reports submitted to corporate office on customer service, shipping, and financial documentation. Streamlined the exchange process to reduce the return numbers.

Colorado Springs, Colorado Area

Customer Service LeadWork directly with customers to answer questions and concerns about their purchases, exchanges and returns on a nationwide scale. Streamlined the exchange process to reduce the return numbers from 17% to 11%. Offering cross shipping on replacement items. This includes processing large call volumes and several email queues to assist customers. Average call volume and email volume response time was as long as 4 to 5 business days. Set in place specifics for customer service representatives for calls and emails reducing the reply time to 48 business hours. Thus, increasing response time 50% faster. Developed a customer service training program and was responsible for training employees to this program which includes customer service needs based on what Tech for Less provides, customer service auditing and employee counseling for difficult customer service situations. Reduced this training time from 1 week to 3 business days by consolidating and streamlining. Acting as the main point of contact, I provided on the job training for new hires for call responses. Employment reduction of the customer service team 18 months ago went from 15 to 5 representatives promoting further the implementation of the process I streamlined and created. This has saved them several thousand dollars in salaries and decreasing handle time of each case and customer. Trained a customer service team in another state where positions have been outsourced due to the reduction in personnel here.

Colorado Springs, Colorado Area

Merchandiser, Sales Representative As a merchandiser I created sales displays for all Fossil merchandise including an eclectic assortment of lifestyle and accessory items such as watches, handbags, and clothing. As a sales representative I would visit various chain stores in Colorado Springs to assist them with improving their sales of Fossil products.

Colorado Springs, Colorado Area

Ophthalmic TechnicianAs an eye technician I performed tests using ophthalmic instruments to provide diagnostic information to doctors for determining the requirements for refractive surgery. Assisted with office surgical procedures and administered topical medications or diagnostic drugs as required by the doctor for testing or treatment. Also worked the front desk performing administrative duties including scheduling appointments for patients and therefore have a general knowledge of medical terminology.

Line Teller As a line teller I was responsible for all cash transactions with direct interaction of ENT customers. This included handling a variety of account activity including wire transfers, and other negotiable items. I was also responsible for training new tellers in financial procedures, company policies and member services.

Management AssistantCustomer service, used “Skip Tracing” to locate a person’s whereabouts as required, created title preparation in association with dealerships and individuals. Responsible for accounts payable and receivable.

Life Coach Certification, A

Activities and Societies: N/ACoaches work with members to create personal and professional development goals such as; Improve productivity.

Certification, Medical Billing And Coding

2016-2017 Career Step, Medical Billing and Coding Student The study of medical terminology, medical shorthand, legal aspects and medical.

Diploma, General Studies

Activities and Societies: National Junior Honor Society, Latin Club