Professional, motivated and results-driven candidate with experience in the medical healthcare, insurance and
customer service industry. Effective communication skills at all levels, works independently and as a team
player. Organize and prioritize efficiently and effectively.
Authorized to work in the US for any employer
Microsoft Office Suite
Sabre Global Distribution
Customer Service Agent10/2016 to CurrentAir CanadaBoston, MACheck in Passengers, issue boarding pass, seat selection and verify immigration documentation. Check in baggage - ensure Company regulations regarding size/weight are complied with - collect excess charges. Make reservations Compute fares, issue tickets and provide passengers with relevant information, including Customs and Immigration requirements.Coordinate the boarding of passengers onto the aircraft: Ensure safety procedures are followed Monitor carry-on baggage Assist passengers as required Operate loading bridges Handle irate passengers/oversells and those affected by irregular operations. Handle VIP's Assist physically challenged passengers. Includes pushing wheelchairs if required. Handle and account for cash/documents in accordance with Company regulations Update records in Res III as required to ensure proper processing of passengers at next point of contact. Maintain all Company standards.
Telecommunications Operator10/2014 to CurrentMOUNT AUBURN HOSPITALCambridge, MA
Answers internal and external telephone calls, giving information regarding names, location s and numbers.
Supplies availability of on-call staff, dialing instructions, interpreters, acquisition of patient phone services.
Operates various computerized primary and secondary telephone and radio paging systems.
Manipulates various databases to determine appropriate handling of calls and pages through appropriate
systems (primary system, radio page or overhead).
Performs minor programming changes through paging system, VDT, to program replacement pagers and
change user status codes.
Functions as key person during emergencies, calling appropriate codes, initiating team response.
Analysis of admissions, discharges, and transfers, determining and performing necessary action regarding
Inputs data into Order Entry System through a VDT in order to activate extension and provide continuity of
Initiates daily group testing of codes, recording responses.
Executes general office duties.
09/2012 to 07/2013JOHN HANCOCK FINANCIAL SERVICESBoston, MA
Processed transactions, answered questions, resolved issues, and responded to inquiries.
Answered incoming calls from Long Term Care Insurance Holders.
Developed in-depth understanding of customer's needs.'.
Identify and resolve customer issues.
Followed up as required to complex inquiries, and researched information.
Utilized various computer applications to access appropriate individualized customer data.
Front Desk Night Audit Agent01/2012 to 09/2013BOSTON PARK PLAZA HOTELBoston, MA
Organized, confirmed, processed, and conducted all guest check-ins/check-outs, guest requests and
Secured payments, verified and adjust billing.
Activated and distribute room keys.
Ran night audit reports, checked and responded to in-house email.
Arranged transportation for guests to and from the airport and various locations around the city.
Counted and secured cash at beginning and end of shift.
Booked reservations over the phone and for walk in guests.
Front Desk Agent05/2008 to 10/2011WASHINGTON PLAZA HOTELWashington, DC
Organized, confirmed, processed, and conducted all guest check-ins/outs, requests, and changes.
Secured payments, verified and adjusted billing.
Activated and distributed room keys.
Processed all guest requests and relayed messages.
Ran daily reports and checked for accuracy.
Informed guests on local attractions and information, and directions.
Arranged transportation for guests.
Counted and secured bank at beginning and end of shifts.
Provided excellent customer service.
Customer Service Agent02/1998 to 10/2007AMERICAN EAGLE AIRLINESWashington, DC
Promoted and sold air travel with American Eagle and American Airlines, prepared itineraries, compute
airfare, issued refunds, prepared and issued tickets, checked baggage, and collected excess baggage
Oversaw answering inquiries regarding general travel; collected boarding passes and made announcements
at boarding gates, input passenger boarding information into system.
Determined flight close-out times and prepare, completed and checked various flight forms for accuracy.
Completed all necessary arrangements for accommodating passengers with reservations, stand-bys,
luggage, cabin availability and in-flight supplies.
Performed the loading and unloading of cargo on and off aircraft, transported cargo between terminals and
aircraft; physical handling of freight and company material.
Cleaned and serviced cabin interiors, including cockpit, lavatories and draining lavatories.
Executed the weight and balance in Operations.
Gave updates to the gates, ramp, crew members, and baggage service on any delays or cancellations.
Education and Training
Medical Office Assistant2015Ashworth College
1997Medford High SchoolMedford, MA
audit reports, balance, billing, com, computer applications, excellent customer service, Customer Service, databases, email, forms, general office duties, Insurance, Medical Terminology, access, Microsoft Office Suite, Office, Order Entry, page, programming, radio, recording, Research, Sabre, telephone, phone, transportation