Gloria Harris

Customer Service Representative Supervisor

Tallahassee, FL 32305

ad2kp3@r.postjobfree.com

+1-850-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Guest Experience Supervisor

Hotel Indigo College Town - Tallahassee, FL

January 2023 to Present

Supervise front desk staff. Resolve guest issues. Verify the accuracy of cash drawers. Assist with the check in and check out procedures. Conduct VIP room inspections. Communicate with housekeeping department and assist with any housekeeping issues during the guest stay. Supervisor

Contiuum ...Contract ...Aetna Medicare - Tallahassee, FL June 2018 to January 2023

Resolve customer escalated calls. Provide excellent customer services to Aetna Medicare Advanced members. Assist with claims process. Process payments. Answer all billing, benefits and enrollment inquiries. Assist with DME inquiries; reach out to provider regarding the ordering; pending delivery or billing issues. Contact medicare providers to assist with scheduling, precertification and billing issues. Coach agents on performance and quality. Monitor 15 agents. Provide coaching and direction. Assist with up training agents. Monitor real time calls and instruct agents to guarantee members receive quality customer. Currently working from home.

Front Desk Agent Staybridge Suites

Staybridge Suites - Tallahassee, FL

November 2015 to October 2016

Responsibilities included assisting guests with check in and check out; process cash and credit card payments; answer phones and directed calls. Assisted with the preparation of breakfast; close out business day; print close of day reports and prepared night audit package for accounting department. Customer Service Rep Convergent

Sprint Project - Montgomery, AL

May 2014 to August 2015

Assisted customers with billing inquiries, trouble shoot phones, set payment arrangements, assist customers with all issues related to phone account, processed credit card payments. Tallahassee Quality Inn

Night Auditor/Front Desk 850-***-**** Assisted guests with check-ins and check-outs of hotel; manage cash drawer; process electric credit card payments; close hotel daily business and generate close of business reports. Assist guests and resolve any matters that occur during the night. Senior Testing Center Administrator

Prometric Testing Center - Tallahassee, FL

February 2008 to April 2011

1. Managed a computer base testing center and responsibilities included supervising four Jr. Testing Administrators; mailed required paperwork/monies collected to corporate headquarters on a weekly basis, scheduled all examinations, also implemented and assured all testing practices were followed according to client service level agreements, monitored examinees by providing all security measure checks of all testers according to each client practice procedures, maintained server for the network transmission which would include downloading new testing information for all updates and changes, I was the technical liaison to the helpdesk for computerized network issues. Night Auditor / Night Manager

Hilton Garden Inn - Tallahassee, FL

March 2005 to September 2007

My responsibilities included but not limited to closing all accounts daily, and distributed daily revenue into proper accounts, setup cash drawer for next day business for both hotel and the restaurant, checked guest in and out of hotel, input wake-up calls, transmitted electric credit card payments, invoiced guests charges, assisted guests of any needs during their hotel stay. Payroll Coordinator

Suwannee Medical Personnel - Jacksonville, FL

January 2004 to March 2005

Coordinated the supplemental staffing business at a local level, assured the quality of service rendered to clients; maintained positive relationship with client community and Suwannee employees, participated in company's recruitment activities, responsible for daily computer activity; responsible for all new hire processing, established and maintained employee records, processed daily payroll, interviewed applications and assisted with new hire orientation. Assistant Manager

Tri-State Employment Services - Tallahassee, FL

December 2002 to January 2004

hired and placed temporary employees in positions with local clients; sole responsibility to staff Leon County Public Schools temporary food service staff; hired, supervised employees, maintained computer activities, administered testing to applicants; in charge of new hire files; processed weekly payroll. Legal Assistant

Lowenhaupt and Sawyers, PA - Kendall, FL

October 1998 to January 2002

Assisted with the legal process of filing evictions; typed and files pleadings in county and circuit courts throughout the State of Florida; advised clients of legalities of the eviction process and violations of the lease agreements; composed 3, 7 and 30 day notices of violations of the lease agreement; calendared court hearings, depositions and meetings for two staff attorneys; supervised 5 clerks; answered phones and other administrative and clerical tasks as needed. Education

Some college

High school diploma or GED

Skills

• ARRANGEMENTS (10+ years)

• CREDIT (8 years)

• TRAVEL ARRANGEMENTS (6 years)

• CUSTOMER SERVICE (5 years)

• RECEPTIONIST (5 years)

• Guest Service

• Front Desk

• Front Office

• Reception

• Microsoft Excel

• Data Entry

• Microsoft Word

• 10 Key Calculator

• Night Audit

• Leadership Experience

• Microsoft Office

• Microsoft Outlook

• Typing

• Supervising Experience

• English

• Cash Handling

• Hospitality Experience

• Computer literacy

• Phone etiquette

• Hotel experience

• Time management

• Leadership

• Medical terminology

• Windows

• Medicare

• Communication skills

Assessments

Call center customer service — Proficient

July 2021

Demonstrating customer service skills in a call center setting Full results: Proficient

Customer focus & orientation — Proficient

July 2021

Responding to customer situations with sensitivity Full results: Proficient

Front desk agent (hotel) — Proficient

July 2022

Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Skills: Proficient in Microsoft Word, Excel, QuickBooks, Peachtree Accounting System, PowerPoint, TSS

(Temporary Scheduling System), Type 60 wpm, Familiar with most Office Procedures and Machinery Inbound/Outbound Call Center Customer Service, Collections Payroll Processing, Travel Arrangements, Meeting Set-up / Minute Taking, Dictaphone Transcription, Supervise / Manage of Lower Level Staff

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