Customer Service Manager
Resume:
Pedro Pena
**** **** **** ****** ***. ***
Hialeah, FL 33014
*****.******@*****.***
Professional Objective
A strong leader looking to secure a challenging position in a stable
company that increases my responsibility and growth
Experience
2013 - Present S&L Store Fixtures
Amazon Account Manager
Doral, FL
. Prepare data for inputting into databases
. Input data in an accurate and efficient manner
. Verify accuracy of information prior to keying
. Corroborate data accuracy after performing data entry procedures
. Update records and information in the database
. Compile statistical data for analysis purposes
. Retrieve data for informational purposes as directed
. Compare entered data with the source documents
. Provide customer service by emails and phone
. Review listing information and make updates
2010-2013 CorVel Corporation
Pembroke Pines, FL
Customer Care Advocate
. Responsible for timely processing of patient referrals
. Coordinated patient care
. Developed and maintained effective working relationships with our in
Network providers
. Handled patient issues on a daily basis
. Obtained and entered new patient demographics
. Assisted with confirmation calls
. Worked with CPT codes and ICD9 codes
. Attended monthly staff meetings
. Maintained strictest confidentiality; adhering to all HIPAA
guidelines/regulations
. Coordinated with doctor's office to make sure patient was receiving
proper procedures
. Responsible for obtaining information on patient eligibility status
with insurance companies to ensure proper coverage and payments for
services
2009-2010 Hyatt Miami at The Blue Hotel
Doral, FL
Front Office Supervisor / Manager on Duty
. Supervised all duties performed by all Front Office employees
. Ensured that all front office employees complete their essential
duties before their departure
. Ensured accuracy of groups, rooming lists, billing, amenities,
arrivals, etc.
. Accountable for the proper training and daily monitoring of all
service levels provided by employees to guests and other fellow
employees
. Monitored property to ensure all security measure are in place as well
as interact with guest walk
. Coached, counseled and disciplined employees when needed while
ensuring proper documentation and company procedures were followed
2005-2009 Newport Beachside Resort
Sunny Isles, FL
Front Desk Supervisor / Manager on Duty
. In charge of posting charges for hotel outlets
. Responsible for training of new guest service agents
. Supervised all duties performed by all Front Office employees
. Coached, counseled and disciplined employees when necessary, using
proper documentation and proper techniques
. Ensured that all Front Office employees complete their essential
duties before their departure
. Responsible for accurate payroll and expense budgets.
. Maintained and monitored all employees to use and follow proper cash
handling procedures
. Ensured proper inventory controls
. Worked closely with Sales and Reservations to ensure maximum selling
potential and house balance
. Ensured accuracy of groups, rooming lists, billing, amenities,
arrivals, etc
. Accountable for the proper training and daily monitoring of all
service levels provided by employees to guests and other fellow
employees
Education
Bachelors in Hospitality
Miami Dade College,
anticipated graduation year 2017
Languages
Fluent in English, & Spanish
Computer Skills
MS Word, MS Outlook
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