Professional Summary

Skills

Work History

M B

**** ******* **** *** *, Birmingham, AL 35210 • Home: 205-***-**** • ac4l1e@r.postjobfree.com Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Dedicated Guest service supervisor offering more than 3 years in the hospitality industry, as well as in-depth knowledge of Management. Energetic GSS enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. Drives company growth through QSPT.

Guest services

Reservations and booking system experience

Service-oriented

Staff training

Courteous and helpful

Microsoft Outlook, Word and Excel

Excellent time management skills

MS Office expert

Guest Service Supervisor, 05/2015 to Current

Drury Inn & Suites Birmingham Lakeshore Drive – Birmingham, AL Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Met all customer call guidelines including service levels, handle time and productivity. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Trained staff on operating procedures and company services. Supervising at any given time 5 or employees at a time. Maintained accurate records of past due customer account activity. Promoted the hotel brand through selling the value with dialogue in place. Health Information Specialist, 01/2016 to Current

Brookwood Hospital – Birmingham, Alabama

Reviewed, analyzed and managed coding of diagnostic and treatment procedures contained in outpatient medical records.

Prepared patient charts accurately and neatly for the clinic. Determined prior authorizations for medication and outpatient procedures. Prepared patient charts, pre-admissions and consent forms as necessary. Maintained strict patient and physician confidentiality. Treated all patients, their families, visitors, peers, staff and providers in a pleasant and courteous manner.

Conscientiously reviewed medical record information to identify appropriate coding based on CMS HCC categories.

Account Executive, 05/2014 to 04/2015

AT&T Yellow Pages – Birmingham, AL

Managed a portfolio of 20 accounts and $25,000 in sales. Completed daily outbound calls, up to 2.5 hours per day. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.

Negotiated prices, terms of sales and service agreements. Contacted new and existing customers to discuss how their needs could be met through specific products and services.

Identified prospective customers by using business directories and following leads from existing clients.

Wrote sales contracts for orders obtained and submitted orders for processing. Kept detailed records of daily activities through online customer database. Exceeded team sales goals by 20%.

Customer Service Representative, 05/2011 to 12/2011 Verizon Wireless/ GO Wireless – Fultondale, Alabama Greeted customers entering the store to ascertain what each customer wanted or needed. Described product to customers and accurately explained details and care of merchandise. Earned management trust by serving as key holder, responsibly opening and closing store. Politely assisted customers in person and via telephone. Communicated with vendors regarding back order availability, future inventory and special orders. Provided an elevated customer experience to generate a loyal clientele. Answered product questions with up-to-date knowledge of sales and store promotions. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.

Directed calls to appropriate individuals and departments. Helped drive sales goals and achieve monthly quotas. Operated a POS system to itemize and complete an average of 30 customer purchases. Education

Achieved sales goals and service performance requirements of through new customer sales. Assistant Front End Manager, 09/2013 to 02/2014

The Fresh Market – Birmingham, Alabama

Supervised, trained and developed team members in accordance with company policies and procedure

Scheduled staff shifts to cover peaks and lulls in customer inquires. Maintained up-to-date knowledge of product and service changes Identified individual developments needs with appropriate training . Personal Banker, 07/2012 to 06/2013

Wells Fargo Bank – Birmingham, Alabama

Profiled and analyzed investment products to develop customized financial strategies for clients\' financial needs.

Closely monitored the performance of current portfolio of specialty loans and made changes to achieve performance targets.

Answered clients\' questions about the purposes and details of financial plans and strategies. Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop a financial plan. Explained and documented for clients the types of services to be provided, and the responsibilities to be taken by the personal financial advisor.

Maintained friendly and professional client interactions at all times. Front End Manager, 08/2006 to 05/2011

Best Buy – Trussville, Alabama

Responsible for answering phones, getting all calls transferred to the correct administration, returns and exchanges, handling cash transactions, taking care of customers with defective or broken products.

I am responsible for making sure that each customer is helped, by assisting them in any possible way, As a front end leader I\'m responsible for closing the store down at the end of the night such as getting deposit ready, counting registrars back to the original amount for the next shift. Completing morning and closing paper work such as recording the deposit from previous day and making sure all returns and exchanges were processed correctly. High School Diploma: 2007

Clay-Chalkville High School - Pinson, Alabama

Yearbook Staff- Photo Editor Peer Helpers

President Spanish Club Senior Executive Board

Student government representative

Bachelor of Science: Psychology, 2019

University of Alabama at Birmingham - Birmingham, AL Member of Zeta Phi Beta Sorority Inc.

Member of Pink Shellz Club

Continuing education in Psychology

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