Customer Service Front Desk
Resume:
Gloria Harris
Customer Service Representative Supervisor
Tallahassee, FL 32305
************@*****.***
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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