, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Also bringing top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Skills
Switchboard Operation
Nightly Audits
Occupancy Rates Analysis
Common Area Maintenance
Account Review
Problem Solving
Guest Registration
Multitasking and Organization
Records Management
Complaints Management
Data Gathering
Teamwork and Collaboration
Lobby Housekeeping
Lobby Maintenance
Decision Making
Computer Skills
Problem-Solving
Check In and Check Out Procedures
Room Key Issuance
Experience
02/2018 to 02/2022Night AuditorMoonrise Hotel | Saint Louis, MO,
Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
Used company to analyze finances and create detailed forecasts for day staff.
Audited and balanced cash and credit transactions daily and reset register for next day's operations.
Completed nightly updates to hotel rates and individual room charges.
Documented wake-up requests and set up automatic calls in system.
Monitored reservations to track incoming parties and special events.
Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
Ran end-of-day computer functions and closed out reports, submitting details to General Manager for review.
Maintained cleanliness of bathrooms, lobby and front desk.
Assisted hotel guests with check in and out procedures courteously.
Managed inventory of keys and linens each day and included all necessary information on audit reports.
Coordinated with guest services and concierge team to meet guest needs.
Maintained well-stocked and presentable complementary food and beverage station.
Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Performed balance procedures for hotel accounts and resolved discrepancies.
01/2015 to 12/2020Merchant Support Team LeadBoys Town | Kearney, NE,
Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
Facilitated individual coaching sessions with CSRs to realign productivity goals.
Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
Updated customer accounts, addresses and contact information within call management databases.
Coordinated with various company teams to offer and implement successful solutions to customer problems.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Planned staff and training meetings and scheduled conference rooms.
Trained and supervised new employees to promote overall team productivity and consistent service.
Interfaced with cross-functional support groups to manage daily operations.
Delivered constructive call process feedback.
Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff.
02/2019 to 10/2020Patient Access SpecialistEmory Healthcare | City, STATE,
Responded to patient concerns and inquiries professionally and efficiently.
Verified demographics and insurance information to register patients in computer system.
Organized and maintained records by updating and obtaining both personal and financial information from patients.
Interviewed patients upon entrance to hospital, gathered appropriate information and entered data into electronic system.
Submitted fees and claims to insurance companies manually or digitally.
Applied HIPAA privacy and security regulations while handling patient information.
Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
Explained policies, procedures and services to patients.
Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
Helped patients obtain health care services by setting up referrals.
01/2012 to 12/2014Merchant Support SpecialistControlscan | City, STATE,
Documented customer inquiries and feedback and entered service delivery suggestions in company database.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Managed high-volume of inbound and outbound customer calls.
Promoted product offerings to drive growth and exceed benchmarks.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Helped clients navigate online systems within established frameworks to obtain services.
Maintained strong call control and quickly worked through scripts to address problems.
Completed high volume of outbound calls per day with above-average conversion rate.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Processed customer account changes with proprietary software.
Tracked activity in CRM to support quality assurance.
Education and Training
Expected in 05/2007High School Diploma | Ronald E. McNair Hig School, Atlanta, GA, GPA:
Expected in | Bethune-Cookman University, Daytona Beach, FL, GPA:
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