ANNMARIE CROTSLEY

**** ***** ******

Melbourne, Florida 32934

Home610-***-***** aczhey@r.postjobfree.com

OBJECTIVE

Professional seeking management opportunities.

EXPERIENCE

Holiday Inn Express

Guest Service Representative, excellent at juggling multiple tasks and working under pressure. Organized, independent worker with strong time management skills. Broad industry experience includes Healthcare and customer service.

GSR from 3/27/12 to 12/13/16

Responsibilities include greeting and welcoming all hotel guests with a smile.

Collaborated with all departments to ensure guest satisfaction during stays.

Resolved all service related problems in a timely manner.

Made reservations, checked guests in and out timely.

Verified that personal and payment information on guests accounts was accurate and complete while maintaining security and confidentiality of such information.

Solicited feedback through questionnaires to evaluate levels of guest satisfaction.

Reviewed account information and charges with guests during check out.

Processed three to five telephone and walk-in reservations per shift.

Delivered messages, mail, laundry for guests in a timely manner.

Improved customer service ratings through prompt resolution of guest dissatisfaction during their stay.

Trained members of the guest service team.

Night auditor two nights per week for turning the day over, distributing guest folios, settling credit cards and tending to phone inquiries. Set up breakfast and cooking while greeting and tending to guests.

Managed housekeeping executive duties when needed ensuring cleanliness.

Assessed all appliances were functioning properly.

Registered Nurse 7/1995 to 10/2011

Cedarbrook Nursing Homes- 360 S. Cedarbrook Rd. Allentown, Pa 18017

Oversaw and managed clinical and support staff in patient care activities while being a charge nurse maintaining a high level of staff morale and professionalism.

Pharmacological and non-pharmacological management and treatment of various disorders and diseases.

Self-directed with astute judgement skills. High level of personal accountability.

Performed lab tests and communicated results to attending physicians.

Liaised between patients, physicians and multi-disciplines to ensure the overall well-being of residents.

Resident Assessment coordinator for nine years ensuring that facility received reimbursements from Medicare & Medicaid with accurate documentation for MDS 2.0 & 3.0

Worked closely with Medical Records and rehabilitation departments daily for Medicare reimbursements post hospital admissions.

EDUCATION

Certification: Medical Claims and Billing 4/2/2012

U.S. Career Institute- 2001 Lowe St. Fort Collins, CO 80525

Associates of Science: Nursing 1994

St. Luke’s School of Nursing- 80 Ostrum Rd. Bethlehem, Pa 18015

High School Diploma: 1983

Easton Area High School- 25th St. & Wm. Penn Highway Easton, Pa 18045

AWARDS AND ACKNOWLEDGEMENTS

While working in the Resident Assessment Department I single-handedly managed a 69 bed facility for 6 months. This required documentation of all MDS full assessments, hand written care plans, interdisciplinary meetings with staff, residents and family members daily. I had daily Medicare reviews with therapy, flow sheet dispersion to 5 units daily and thorough interviews with written assessments of residents under review.