• Responsible for Training and Delivery Business Processes for Global Reservations Sales Departments. • Collaborate with key stakeholders and other operations staff to understand process structure, agent workflows, and measurement of success.• Research opportunities for continuous improvement with all agent workflows.• Gather and track data regarding existing agent workflows.• Analyze and interpret data to break down agent workflows into specific steps.• Conduct root cause analysis to determine ineffective gaps within agent workflows.• Identify and determine possible process and high-level requirements for technological solutions to reduce customer friction and enhance customer experience within agent workflows.• Effectively communicate findings and recommendations to all applicable project members.• Confirm validity of solutions by supporting pilots/tests within respective sites.• Conduct post-implementation analysis of agent workflows.• Complete and present a formal project review as needed.

• Assist in the development and execution of current processes with the goal of increasing conversion rates and revenue.• Experiment new or updated processes to measure the impact to campaigns, content, site features, and guest experiences.• Perform strategy concepts from data-driven ideation, execution of the testing and feature roadmap, reporting and analysis• Collaborate with internal resources to implement optimal processes providing seamless experiences that are consistent company wide.

• Resolves guest concerns or complaints by clarifying with guests, using probing questions; determining the cause and urgency of the matter; expediting results and follow up to ensure a resolution is made. • Act as corporate level manager over reservations offices when guests request to escalate to a supervisor. • Work as a liaison between upper hotel management and hotel guests in order to resolve complaints, ensuring guest retention.• Responsible for assessing and determining appropriate compensation striving to have a one call resolve.

• Obtain, verify and input all approvals from private insurance agencies as well as Salt Lake County contracted funding.• Act as liaison between billing department and all substance abuse clinics for both adult and adolescent clientele.• Communicate with clients to obtain payments and billing inquiries. • Responsible for accurately predicting and calculating budget goals to meet contracted deadlines for allotted county funding dollars.

• Perform all secretarial, reception, administrative, accounts payable and accounts receivable work for the Salt Lake City region.• Maintain office services by organizing office operations and procedures; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring all clerical functions.• Establishes office efficiency by planning and implementing office systems, layouts and equipment procurement• Provides historical reference by defining procedures for retention, protection, retrieval, transfer and disposal of records and invoices.

• Responsible for completing and meeting all company standards and performance expectations both individually and as a team• Process, resolve, track and return correspondence from customers and other financial institutions• Assist customers by completing all verification documents for deposit product accounts (checking, savings, money market, and certificate of deposit accounts)

• Process loan applications including pulling credit reports and reviewing information to underwrite loan approval/denial• Assisted in mentoring new hire training classes• Follow up with customers to acquire documentation needed for loan approval and US Patriot Act compliance• Achieved subject matter expert (SME) status for processing and tracking department correspondence• Participated in focus groups for testing new procedures and systems for the department

• Self employed booth rental position allowed me to run my own business• Marketed, established and maintained personal clientele • Calculated and managed all books, accounting and appointment setting• Attended seminars and classes to keep current on trends to improve offered services

• Place marketing and hiring ads for the Bountiful, UT office location• Review resume's, interview and hire qualified candidates• Mentor and train new associates• Ensure customer quality by underwriting new life insurance policies completed by sending paperwork to headquarters• Preformed all office administration duties including maintaining employee schedules, leads, reviews, approving supply requisitions, opening and closing of the office

• Responsible for handling all money and accounting of ticket office • Kept knowledge of scheduling needs, business processes and register functions to train new employees• Assisted customers with purchasing movie tickets• Completed balancing of all registers from the ticket office at shift end