Hollie Yates

Completed specialized training to enhance adjudication and customer service effectiveness, including:

• Analyzed separation reports to streamline adjudication processes, leading to improved operational efficiency and faster resolution times.
• Streamlined adjudication processes through detailed analysis, achieving improved operational efficiency, and significantly faster resolution times.
• Executed AA and WSW tasks in alignment with procedural standards to maintain workflow continuity and data accuracy.
• Coached new hires in customer service protocols, enhancing team performance, and fostering a supportive work environment.
• Maintained precise records of customer interactions, ensuring compliance with guidelines, and improving overall service delivery.
• Completed employer calls to verify employment details, and gather information for claims processing.
• Processed and implemented appeal decisions, ensuring compliance with state guidelines, and accurate claim adjustments.
• Implemented updates to the ALFI system, facilitating smoother workflows, and improving data accuracy across customer service operations.
• Offered advice and assistance to customers, paying attention to special needs.
• Responded proactively and positively to rapid change.
• Maintained meticulous records of customer interactions, ensuring compliance with corporate guidelines, while enhancing service delivery.
• Mentored and coached new hires, fostering a supportive environment that resulted in noticeable gains in team performance and morale.

• Assisted with training, mentoring, and onboarding new employees, ensuring a smooth transition into company procedures and customer service standards.
• Delegated daily tasks and responsibilities to staff based on individual strengths, and operational needs, to maximize efficiency.
• Developed and maintained shift schedules to ensure consistent coverage while meeting labor budget requirements.
• Monitored and documented daily operations, identifying performance gaps, and implementing corrective measures to enhance productivity and service quality.
• Ensured compliance with health and safety regulations in food preparation and customer-facing areas, contributing to a clean and organized store environment.

• Completed reservations and to-go orders by phone, answered customer questions, and informed customers of accurate wait times.
• Assigned patrons to tables suitable for their needs and restaurant section rotation.
• Worked with front-of-house staff to move tables and adjust seating to accommodate groups with special requests.
• I stayed in open communication with the kitchen team to assess cooking times, avoid worker overload, and minimize customer dissatisfaction.