Brenda L. Hager
MISSION VIEJO,CA
Summary
An experienced, driven, and accomplished Professional, with a wealth of experience while working for leading, high-profile companies.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Office Manager
Mission Viejo Chirorpactic
09.2022 - Current
- Monitor financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Create daily, weekly and monthly schedules for massage therapist staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconcile daily reports to determine accurate billing and payment processing.
- Resolve patient concerns or complaints professionally, maintaining positive relationships with patients for ongoing business opportunities.
- Enhance patient satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Develop procedures to establish accurate and organized check-in and check-out processes.
- Maintain a clean and organized work environment, promoting a professional image of the Chiropractic office.
- Negotiate with vendors for office supplies, securing cost-effective deals that meet our quality standards and budget.
- Enhanced patient satisfaction by implementing streamlined check-in process that reduces waiting times.
- Oversee daily operations of front desk, ensuring all patient interactions are handled with high professionalism.
- Streamline communication between massage therapist and doctor (Chiropractor), improving overall operation efficiency.
- Handle patient concerns and complaints with empathy and professionalism, restoring satisfaction swiftly.
- Organize staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Open and close location and monitor shift changes to uphold successful operations strategies and maximize business success.
- Cultivate positive rapport with fellow employees to boost company morale and promote employee retention.
- Schedule & Reschedule patients for next appointments and massage appointments with massage therapists.
- Contact insurance companies to inquire on patient billing/payment delays.
- Manage patient intake and checkout processes, fostering a welcoming environment for all clients.
Customer Service Cashier/Concessions Cashier
Legends Marketing Inc.
03.2019 - Current
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Utilized POS system to handle customer cash and credit card transactions.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
- Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Redeemed coupons to discount purchases.
- Monitored inventory at checkout, ensuring high-demand items were always in stock.
Associate Team Lead
H & R Block Tax Services
11.2022 - 04.2025
- Participated with upper management knowledge sharing within the district offices by attending training coffee & learning workshops on client building and relevant consumer tax topics on industry trends and updates.
- Promoted a culture of open communication by encouraging team members to share ideas, challenges, and successes in daily huddles and weekly meetings.
- Assisted management with recruitment & interviewing initiatives, contributing to the successful hiring of high-quality candidates for key positions.
- Managed workload distribution effectively, balancing tasks among team members according to their strengths and areas of expertise.
- Coached, Mentored and Trained junior team members to develop their skills and advance their careers, fostering a positive work environment.
- Streamlined communication within the team through regular meetings, resulting in improved collaboration and faster issue resolution.
- Enhanced team productivity by implementing efficient workflow processes and providing guidance on task prioritization.
- Collaborated with senior management on strategic planning initiatives, contributing valuable insights into company goals and objectives.
- Served as a liaison between upper management and team members, effectively communicating goals, expectations, and updates.
- Served as a point of escalation for complex issues or conflicts among team members, successfully resolving disputes while maintaining professional relationships.
- Recognized and celebrated the achievements of team members, fostering motivation and commitment to excellence.
- Participated in performance review processes, providing constructive feedback and recommendations for individual growth and development.
- Reduced project completion times by identifying bottlenecks and implementing effective time management strategies.
- Monitored team performance through regular evaluations and feedback sessions, leading to continuous improvement in individual and overall productivity.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Promptly handled all customer concerns, questions, and complaints to boost customer service ratings 90% survey satisfaction for 3 tax seasons from 2023,2024 and 2025.
- #2 office in district for Client Growth for 2024 & 2025 +1.4% or higher from prior tax season.
- Trained minimum of 3 new Tax Professionals each tax season with a high volume of returns completed by each of the individuals, 3 consecutive tax seasons 2023, 2024 and 2025.
Case Manager II
Optima Tax Relief LLC
01.2022 - 09.2022
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Managed 30-60 new cases per month as well as wrapped up and completed the same as well as handling incoming calls, emails and faxes per day from customers.
Call Center Specialist
Mattson Resources (Staffing Agency)
01.2020 - 01.2021
- Responsible for answering incoming calls, handling customer inquiries, computer data entry, dealing with escalated customer issues, maintaining service-level expectations, and other call center-related functions.
- Selected Accomplishments and Initiatives:
- Works in a busy, fast-paced environment, and provided the highest levels of customer services and support.
- Received, prioritized, and documented customer issues, and ensured timely and efficient resolution.
- Position required extensive working knowledge of state legislation and various tracking tools.
- Managed high call volumes, addressing customer inquiries and issues in a timely manner.
- Documented customer interactions accurately, ensuring all information was up-to-date for future reference.
Solar Sales & Marketing Specialist
D&M MARKETING, INC.
01.2019 - 01.2020
- Directly responsible for sales, marketing strategy development, sales presentation development, client account management, sales-lead generation, new product introduction and promotion, maintaining sales records, customer relations, and handling a wide variety of special projects.
- Selected Accomplishments and Initiatives:
- Was a strong sales producer during tenure in position.
- Also provided administrative support to department personnel.
- Served a large and diverse clientele (500 plus incoming calls per day).
Product Operations Specialist/Broker Approval Specialist
CARRINGTON MORTGAGE HOLDINGS, LLC
01.2012 - 01.2018
- Responsible for managing the broker implementation process (for policies and state licensing regulations for approvals by sales territories throughout the U.S.), conducting background checks, running and reviewing credit reports, and reviewing and managing new and annual recertification queue within Service Loan Agreements.
- Ensured smooth, efficient, and timely broker approval operations.
- Member of the Broker Approval Team, as well as the Production Operations Team, and supported potential brokers, brokers, and sales staff in reviewing brokers’ packages for completeness and accuracy by ensuring brokers met company net worth requirements, as well as well as state and federal licensing requirements.
- Assisted support team as it interfaced with brokers and sales, and reported ongoing issues, trends.
- Managed the broker approval process, ensuring compliance with state licensing regulations and company policies.
Manager- Product Operations, Lead Driver Product/Dealer Showcase Ad Audits
KELLEY BLUE BOOK
01.2010 - 01.2012
- Responsible for managing day to day product operations, staff training and supervision, providing assistance to support team, maintaining and reporting on support issue trends, new program and process deployment, report preparation, and staff performance evaluation. Supervised 5-6 direct reports. Managed customer implementation processes for online used car value tool used by dealership owners and sales managers.
- Oversaw the lead driver department in handling new dealer enrollment, ensuring accuracy and timeliness.
- Provided daily assistance to support team as they interfaced with clients (vendors, dealerships).
- Managed technical operations related to product marketing and operations.
- Managed lead driver monthly billing accuracy through coordination with AP management and IT.
- Developed and implemented customer tracking matrix and milestones.
- Created management, lead generation, and month-end metrics reports.
- Managed customer relationships, ensuring customer loyalty and retention.
Patient Consultant
FINAL INCHES MEDICAL BODY SHAPING CENTER
01.2008 - 01.2010
- Responsible for answering phones from direct marketing commercials, setting client appointments, computer data entry, completing call prior to the date of consultations, procedures, and follow-up appointments. Handled a high call volume, with as many as 100 calls per hour.
- Additional Experience:
- Sub Clerk, Saddleback Valley Unified School District, Mission Viejo, California (2008-2010)
- Compliance Manager, Sage Credit Company, Inc., Irvine, California (2006-2008)
- Production Operations Manager, Town & Country Credit Corporation, Irvine, California (2002-2006)
Education
Graduate Certificate - Training Assessment
California State University, Fullerton
Fullerton, California05.2002
Graduate Certificate - Aviation/Flight Services (Flight Attendant Training), General AA
Orange Coast College
Costa Mesa, California05.
Skills
- Analytical & Critical thinking & problem-solving abilities
- Customer Service Expertise
- Computer skills
- Data entry
- Dependable and responsible
- Excellent Customer service/on telephone and in-person
- Excellent communication
- Experience with CRM software
- Friendly, positive attitude
- Office administration
- Organizational skills
- Office management
- Problem-solving
- Time management
- Word, Excel and other Database
Certification
- Learning Styles, Training Generalist courses (The Training Clinic)
- Training Presentation, Training Generalist classes (Langevin Learning)
SUMMARY OF QUALIFICATIONS
- More than eighteen years of strong experience, holding positions of increasing scope, responsibility.
- Strong background in many areas including management, operations, project management, team leading, staff training and supervision, sales, new program and process implementation, performance management, regulatory compliance, report preparation, records maintenance, and customer relations.
- Hard-working and driven, while highly-experienced in all aspects of daily business operations, and is thoroughly familiar with operational products, practices, standard process and procedures.
- Experienced in managing diverse teams, overseeing simultaneous projects, and is proven in managing operations which meet the highest in organizational expectations.
- Adept in establishing and cultivating successful, long-term client and industry relationships, and is committed to attaining high levels of customer satisfaction loyalty, and retention.
Timeline
Associate Team Lead
H & R Block Tax Services
11.2022 - 04.2025
Office Manager
Mission Viejo Chirorpactic
09.2022 - Current
Case Manager II
Optima Tax Relief LLC
01.2022 - 09.2022
Call Center Specialist
Mattson Resources (Staffing Agency)
01.2020 - 01.2021
Customer Service Cashier/Concessions Cashier
Legends Marketing Inc.
03.2019 - Current
Solar Sales & Marketing Specialist
D&M MARKETING, INC.
01.2019 - 01.2020
Product Operations Specialist/Broker Approval Specialist
CARRINGTON MORTGAGE HOLDINGS, LLC
01.2012 - 01.2018
Manager- Product Operations, Lead Driver Product/Dealer Showcase Ad Audits
KELLEY BLUE BOOK
01.2010 - 01.2012
Patient Consultant
FINAL INCHES MEDICAL BODY SHAPING CENTER
01.2008 - 01.2010
Graduate Certificate - Training Assessment
California State University, Fullerton
Graduate Certificate - Aviation/Flight Services (Flight Attendant Training), General AA
Orange Coast College