Kari Thorp Email and Phone Number

Administered Voice of Customer survey response and data analysis for improvement. o Engaged customers based on VOC survey feedback for NPS, CSAT and other surveys; utilized VOC data and root-cause analysis to identify improvement opportunities and worked with other departments for development of strategies for improving internal processes and customer satisfaction.

Provided phone, online, and in-person support for members, providers, and employers in all lines of business, including Individual, Commercial, Medicaid, Medicare Advantage, and Self-Funded health insurance plans. o Researched inquiries regarding benefits, claims, enrollment, and premium billing for internal and external customers. Investigated premium billing accounts and resolved payment issues. Reviewed claims, enrollment documents, claims, EOBs, and premium invoices to respond to inquiries. Advised network status and suggested relevant provider options. Offered feedback and improvement recommendations on processes.

Managed opening team for limited service hotel of 51 rooms.o Hired trained all new staff for hotel. Established parameters for daily operation. Administered staffing, payroll, accounts payable and accounts receivable, inventory control, reputation management, social media presence. Developed new relationships with area businesses and organizations and new patrons to build loyalty and brand recognition.

Managed full-service hotel with 120 rooms, bar, and banquet facilities, overseeing progress of employees in all departments.o Performed Human Resources duties including payroll, staffing, orientation. Administered accounts payable and created budget projections. Planned and implemented sales and marketing promotions. Coordinated with Corporate on brand continuity, and programs and suggestions to educate and market the hotel.

Managed front office of full-service hotel, overseeing progress front desk and sales employees.o Handled escalated guest complaints. Performed billing for accounts receivable. Handled purchasing for continental breakfast inventory and office supplies.

Oversaw front office progress in Front Office Manager’s absence.

Provided friendly, efficient and hospitable service at the front desk of a hotel. Managed a switchboard system for internal and external phone calls. Demonstrated ability to assess and adapt to the needs of guests and fellow staff. Addressed guest complaints and offered resolution to any issues that arose.

Practiced lean manufacturing methods while coating and printing in the production of printed circuit boards in the Hardboard Image department and while printing and performing quality audits in the Solder Mask department. Tracked production information and entered data into the AS/400 computer terminal. Provided engineering feedback on processes.