Customer Service Property Management

Idalmis Maqueira-Cruz Proupin

Miami, FL *****

Ph: 786-***-**** Email: *********.**@*****.***

Professional Summary

Highly experienced customer service professional with a proven track record of excellence across multiple industries, including healthcare, tourism, and property management. With over three decades of experience, I excel in delivering top-tier service, resolving complex issues, and building strong, positive relationships with clients and customers. My diverse background has equipped me with the adaptability and insight needed to understand and meet the unique needs of different sectors. I am committed to continuous improvement and strive to enhance service quality and operational efficiency.

Skills

Problem-solving Multitasking

Multi-line Phone Expertise Time management

Technical Proficiency Customer relationship management (CRM)

Effective Communication Adaptability

Work History

2020-2024 Patient Service Representative (PSR)

United Healthcare Group - Miami, FL

Greeted patients warmly, verified their appointments, and ensured they felt welcomed.

Collected and updated patient information, including personal details, insurance information, and medical history.

Coordinated and scheduled patient appointments, follow-ups, and referrals, both in-person and over the phone.

Confirmed patients' insurance coverage and benefits, handling pre-authorizations, and resolving any insurance-related issues.

Explained billing procedures to patients, processed payments, and addressed billing inquiries and discrepancies.

Communicated with patients regarding their appointments, test results, and any necessary preparations or follow-up instructions. Conducted follow-up calls to remind patients of upcoming appointments, confirm attendance, and gather feedback on their visits.

Maintained accurate and up-to-date patient records, both electronically and in paper form, ensured confidentiality and compliance with healthcare regulations.

Collaborated with doctors, nurses, and other healthcare professionals to ensure seamless patient care and efficient workflow.

Assisted patients in completing necessary forms and documentation, ensuring all required information is collected and accurate.

Managed the flow of patients in the waiting area, minimizing wait times, and ensuring a clean and comfortable environment.

Handled incoming and outgoing calls, providing information, and directing calls to appropriate departments or staff members.

Mediated and resolved conflicts or misunderstandings between patients and the healthcare facility to maintain a harmonious environment.

Assisting with emergency situations in the clinic, following protocols to ensure patient safety and well-being.

2017-2020 Facility Coordinator Assistant

United Healthcare Group - Miami, FL

Enhanced patient experience by ensuring a clean, comfortable, and efficient facility environment.

Addressed facility-related concerns and feedback from patients, visitors, and staff to improve overall satisfaction.

Overseeing the daily operations of healthcare facilities, ensuring they are safe, functional, and compliant with regulations.

Assisted in the preparation and management of the facility’s budget for patient activities, including tracking expenses and identifying cost-saving opportunities.

Arranged space utilization within the facility to optimize workflow and accommodate staff, patients, and equipment needs.

Responded to telephone calls and emails for facilities support, ensuring steady communication with customers. Escalates issues to senior management when necessary.

Collaborated with healthcare professionals and administrative staff to ensure smooth facility operations and address any issues promptly.

Documents, tracks, and monitors assigned requests to ensure resolution in a timely manner.

Maintained an accurate inventory of medical and office supplies, ensuring availability, and managed the reordering process.

2016-2017 Assistant Property Management – Front Desk

Samari Lakes Management Office - Hialeah, FL

Greeted tenants, visitors, and vendors warmly, ensured they felt welcomed, and directed them as needed.

Answered phone calls, responded to emails, and addressed inquiries from tenants and potential renters.

Assisted the property management team with administrative tasks such as filing, data entry, and document preparation.

Collected rent payments, issued receipts, and followed up on late payments.

Logged and tracked maintenance and repair requests from tenants, coordinating with maintenance staff or vendors, and ensuring timely resolution.

Maintained accurate and up-to-date records of tenant information, lease agreements, and property documents. Assisted with the preparation, review, and signing of lease agreements and other rental documents.

Built positive relationships with tenants by addressing their concerns, resolving conflicts, and providing excellent customer service.

Assisted with the coordination of tenant move-ins and move-outs, including inspections, key distribution, and ensuring units were ready for new tenants.

Monitored security systems, managed access control, and ensured the safety and security of the property.

Coordinated with contractors and service providers the maintenance and repairs of properties.

Prepared and distributed notices to tenants regarding maintenance, policy changes, or community announcements.

Used property management software and tools to manage tenant information, maintenance requests, and financial transactions efficiently.

2012-2016 Cosmetologist

Amalia Beauty Salon - Doral, FL

Consulted with clients about their beauty goals and preferences, and provided expert advice on hairstyles, makeup, skincare, and other beauty treatments.

Providing excellent customer service, ensuring clients have a pleasant experience, addressing any concerns, and building a loyal client base.

Cutting, coloring, styling, and treating hair, including shampooing, conditioning, perming, and straightening.

Managing appointments, handling walk-ins, and coordinating with receptionists or salon managers to ensure smooth scheduling.

Handling payments, issuing receipts, and managing cash or credit card transactions.

Working collaboratively with other cosmetologists, hairstylists, and salon staff to ensure a harmonious and efficient work environment.

Monitoring and managing stock levels of beauty products and supplies, and placing orders when necessary.

Recommending and selling beauty products such as shampoos, conditioners, skincare items, and makeup.

Maintaining a clean and sanitary workspace, disinfecting tools and equipment, and adhering to health and safety regulations.

Keeping detailed records of clients' services, preferences, allergies, and product purchases.

Staying updated with the latest beauty trends, techniques, and products by attending workshops, reading industry publications, and participating in professional development opportunities.

2010-2012 Sales Specialist, Events

Westgate South Beach Oceanfront Resort - Doral, FL

Engaged with clients to understand their vacation preferences, budget, and travel requirements.

Maintained comprehensive knowledge of various vacation packages, destinations, accommodations, activities, and travel options.

Presented vacation packages to clients through various channels, including in-person meetings, phone calls, emails, and virtual consultations.

Tailored vacation packages to meet the specific needs and desires of clients, ensuring a personalized travel experience.

Coordinated and processed bookings for flights, hotels, car rentals, tours, and other travel-related services.

Identified opportunities to upsell premium packages, additional services, or special experiences to enhance clients' vacations.

Built and maintained strong relationships with clients, providing follow-up support, and ensuring satisfaction with their travel arrangements.

Monitored sales performance, exceeded sales targets, and prepared sales reports for management.

Handled payments, processed refunds, and managed financial transactions related to vacation bookings.

Addressed and resolved any issues or concerns that arise before, during, or after the vacation. Collected and analyzed customer feedback to improve services and enhance the overall travel experience.

1992-2003 Receptionist – Front Desk

Melia International Varadero Hotel - Varadero, Cuba

Greeted guests warmly upon arrival, checked them efficiently, and provided room assignments.

Coordinated room assignments based on guest preferences, availability, and special requests.

Handled reservations via phone, email, or online booking systems, ensuring accurate entry of guest information and special requests.

Addressed guest inquiries, and provided information about hotel services, amenities, local attractions, and directions.

Managed guest check-outs, processing payments, and ensuring all charges are accurately billed.

Resolved guest complaints or issues promptly and professionally, escalating to management when necessary.

Coordinated with housekeeping, maintenance, and other hotel departments to ensure guest needs were met and rooms were ready.

Monitored and maintained front desk supplies, including brochures, maps, and promotional materials.

Gathered and documented guest feedback to help improve hotel services and guest satisfaction.

Participated in training programs to stay updated on hotel policies, procedures, and customer service techniques.

Promoted hotel services, amenities, and special offers to enhance the guest experience and encourage repeat business.

Understood and respected the cultural backgrounds and preferences of a diverse guest population.

Education & Certifications

2012 Cosmetologist License

American Beauty School – Miami, FL

1986 High School Diploma

Victimas de la Cubre – Cuba

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