Makes follow up calls, obtains patient authorizations, takes inbound calls, processes aged cases and provides exceptional customer support service in a professional, accurate and timely manner at all times.Efficiently and effectively documents request progress in case management system.Ensures all policies and procedures are followed appropriately with emphasis on strict adherence to HIPAA guidelines.Proactively monitors request activity and takes necessary action to avert potential customer service issues.Performs at a high level of quality to eliminate the potential for incorrect transfer of Patient Health Information.Maintains effective communication and good relationships with all end user requesters.

Assigns duties to front office staff and observes performance to ensure adherence to hotel policies and established operating procedures. Answers questions as they arise.Assists with guest service team member training, including safety training.Maintains accurate records including cash flow sheets, registration cards, direct bills, credit cards, and all other sensitive documents.Completes daily managers’ report which sums up the day – how many arrivals, departures, guest issues, guest satisfaction scores, standard of the week, etc.Takes on projects as assigned by the AGM & GM and completes them by due date.Receives, assists and helps resolve guest complaints and team member issues.Provides input to the Front Office Manager on staff meeting topics; assists with leading the meetings.Observes guest service team members and provides mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize exceptional performance.Assists with onboarding, culture training and ongoing development of each department team member, with a focus on team member satisfaction, productivity, and guest satisfaction.

Hired, managed and coached staff of 10+ employees in local chain with 100+ daily covers and average daily sales of $2,200.00Implemented, planned and coordinated off site catering to local businesses, averaging $500 - $900 in 3 to 4 hours once a weekManaged restaurant operations in terms of staffing and scheduling functions, inventory and suppliesAssisted in all other areas of workplace (i.e. preparing meals, busing tables, maintaining cleanliness, etc.)Responsible for maintaining registers, daily deposits, tip sharing, etc.

Set up coupon machines, shelf ads, banners and floor ads in grocery, drug and mass merchandise stores for our list of national clientsand maintained those ads for a 4-week periodInstalled Instant Rebate Coupons (IRCS)Set up and maintained seasonal and special displays

Took inbound calls for Virginia Medicaid patients wishing to make transportation to/from medical appointments, ER visits, etcUsed questioning and listening skills that support effective telephone communicationUnderstood the impact of attitude in handling calls professionallyEffectively dealt with job stress, angry callers, and upset customersApplied the proper telephone etiquette to satisfy various customer situations

Ran the day-to-day operations of the Catering DepartmentInteracted with various businesses to build relationships and promote catering and hotel sales for existing clients and prospective clientsResponsible for catering sales negotiation, profitability and continued growthComposed and maintained all contracts and proposalsTracked budget and prepared weekly, monthly and quarterly reports

Took inbound calls for an online bank providing all services as an online tellerUsed questioning and listening skills that support effective telephone communicationUnderstood the impact of attitude in handling calls professionallyEffectively dealt with job stress, angry callers, and upset customers in a positive mannerApplied the proper telephone etiquette to satisfy various customer situations

September 2006 to February 2007, I worked as a Front Desk Representative then transferred to the Sales DepartmentCoordinator and liaison between Hokie Club members to secure bookings during football season, processed payments and deposits, responsible for all communication as well as tailgating eventsResponsible for all marketing aspects (print ads, branding, public relations & email blasts)Communication liaison between Sales Office and all other hotel departmentsSetup and maintained all files for managers and clients as well as all contracts, proposals and detailing of banquet event ordersAssisted in booking in-house functions and group room blocksProspected new clientele via cold calls, online leads and internet prospectingResponsible for the renovation of the outdated hard copy filing system to an online supported systemPerformed daily office duties: confirming appointments, answering inbound calls, faxing documents, distributing office mail, ordering office supplies, etc.