Christine Hansen

Experience

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  SHERATON MILWAUKEE BROOKFIELD HOTEL

  Oct 1993 - Nov 2000

  Front Office Manager

  Led up to a 25-member front-end staff to provide outstanding customer service, remaining professional and compassionate while resolving challenging situations. Developed budgets and forecasts, expertly managing expenses to optimize profitability. Collaborated with reservations department to maximize room revenue; determined oversell percentage to optimize profit while mitigating risk. Corresponded through email and letters to respond to guest complaints and comments. Provided continual training to staff across all departments to uphold corporate standards. Key Contributions:Part of a team that provided training to front staff at opening hotels to ensure consistency throughout the hotel brand; developed new-hire training program and manual for all newly hired front staff and program to train staff at newly opened hotels.Awarded "Manager of the Quarter" twice in two years at Milwaukee Brookfield, receiving additional awards for providing exceptional customer service. Developed a process for tracking guest complaints, allowing management to determine capital improvement priorities. Successfully led Milwaukee Brookfield location's transition from a Marriott to a Sheraton, including computer system migration, amenity items, signage, and logos. Show less

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  SHERATON DENVER TECH CENTER HOTEL

  Nov 2000 - Sept 2003

  Front Office Manager

  Led up to a 25-member front-end staff to provide outstanding customer service, remaining professional and compassionate while resolving challenging situations. Developed budgets and forecasts, expertly managing expenses to optimize profitability. Collaborated with reservations department to maximize room revenue; determined oversell percentage to optimize profit while mitigating risk. Corresponded through email and letters to respond to guest complaints and comments. Provided continual training to staff across all departments to uphold corporate standards. Key Contributions:Part of a team that provided training to front staff at opening hotels to ensure consistency throughout the hotel brand; developed new-hire training program and manual for all newly hired front staff and program to train staff at newly opened hotels.Awarded "Manager of the Quarter" twice in three years at Sheraton Denver Tech Center Hotel. Increased customer satisfaction scores by almost 20%, achieving highest guest satisfaction index in hotel history. Show less

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  American InterContinental University

  Nov 2003 - Mar 2011

  Controller

  Provide financial leadership for this $29-million career education organization, overseeing 15 local and 4 national staff to achieve high profitability while operating on behalf of student interests. ControllerEstablish budgets and manage expenses, P&L and payroll for U.S. office and study abroad programs, preparing monthly forecasting and P&L variance reports. Handle billing, account tracking and payment collection for current and past-due accounts. In charge of 7 scholarship funds, including budget development, requirement setting, award presentation, and fund dispersion. Present financial information to President, VPs CFOs, and directors. Coordinate with London VPs and staff to ensure smooth operations between locations. Communicate with internal customers and administrators from other universities. Hold department meetings and business development training with regional staff. Additionally supervise tuition planners and a financial aid counselor, while working with many different schools across the country on Title IV funding. Key Contributions:Decreased bad debt by more than 50% within first year; have maintained lowest bad debt in company for past five years.Exceeded cash collection goals by 29% by following-through on all student & university accounts.Developed new billing process for students, past-due accounts, and direct-bill universities, including new invoicing styles, which improved billing efficiency by 50% and greatly enhanced presentation.Restructured scholarship award and tracking procedures for both students and universities allowing for ready identification of existing award money; universities were encouraged to utilize remaining awards, thus increasing revenue.Updated affiliation agreement process, including re-writing agreement.Established protocols for proper management of FERPA regulations. Show less

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  American Sentinel University

  May 2010 - Feb 2022

  Controller
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  Sentinel U®

  Jan 2016 - now

  • Vice President Of Finance And Operations

    Jan 2020 - now

  • Vice President, Operations

    Jan 2016 - Feb 2022