Front Desk Office

Denisse Acevedo

** ******* **. ***.*, Boston, MA 02135 • **************@***.*** • 857-***-****

EDUCATION

Emmanuel College, Boston, MA • Bachelor of Arts in Business Management, minor in Economics

• Graduation Date: May 2016 • GPA: 3.5

WORK EXPERIENCE

Massachusetts General Hospital, Boston, MA, Financial Coordinator, February 2020— present

•Obtain detailed insurance benefit information for all aspects of infusion treatment care plan

•Compute liability estimates based on gaps in coverage

•Complete administrative functions associated with all prior authorization requirements

•Work with department clinical liaisons for drug grants and programs for inadequately insured patients

•Receive denial and appeal requests; coordinate applicable information and formalize payer appeals with departmental clinical liaisons

•Manage necessary insurance product needs, including Medicaid and other program enrollment

•Navigate financial aspects of off-label infusion requests, e.g. prior authorizations, waivers, providing treatment estimates and collecting payments

•Work with Centralized Authorization Unit / Non-Oncology Infusion Unit to identify potential payer issues prior to patient visit

•Act as a key contact to physicians, nurses, care team and patients for insurance questions and all aspects of access to care

•Collaborate with International Office where applicable

•Attend department and practice meetings

CVS Pharmacy, Boston, MA, Store Associate, September 2020— December 2020

•Operate cash register for cash, check, credit/debit, and MoneyGram money order transactions

•Stock and replenish new weekly merchandise according to standard and seasonal store layout

•Monitor loss prevention by aiming to reduce daily shrinkage through outstanding customer service

•Clean and organize the store, including the checkout desk, self-checkout stations and displays

•Promote sales, as well as CVS ExtraCare and Carepass programs

•Assist customers professionally and caringly with any questions or concerns in accordance to company policies

•Greet and welcome customers into the store, helping them locate what they are looking for

•Actively practice methods of loss prevention

The Westin Copley Square, Boston, MA, Front Desk Supervisor, March 2019— January 2020

Help interview potential employees and train new ones, assigning weekly training topics

Handle a cash bank of $1,000, and monitoring proper cash handling procedure of front desk agents

Work as manager-on-duty, in charge of handling all Front Desk issues and communications throughout the shift

Track upsells, Marriott BonVoy enrollments and Rate Verifications, hosting competitions to motivate the front desk team

Responsible for push-starting Rate Verifications at this property, bringing incremental revenue up from $0 to over $2,000 a month from October 2019 to January 2020

Communicate with other departments to manage the balance of the house and efficiently handle guest issues/opportunities

Work closely with Front Desk management to create daily goals and implement ways to reach them

Participate in competitive upsell and peer recognition programs

Monitor guest survey scores and perform corrective action or employee recognition based off of them

Ensure every guest receives exceptional service and all Elite guests get appreciated

Attend weekly meetings with the heads of all departments to discuss achievements and goals

Work overnight every weekend as MOD; ensure daily revenue goals are met, run Night Audit, assist with any guest/maintenance issues as well as assisting Security with any noise complaints

Courtyard Marriott, Brookline, MA, Front Office Manager, January 2019— March 2019

●Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.

●Make weekly schedules for Front Desk agents and order necessary supplies

●Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.

●Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts.

●Review correspondence from guests and incident logs and direct staff according to information obtained.

●Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.

●Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.

●Work overnight as MOD whenever needed; ensure daily revenue goals are met, run Night Audit, and assist with any guest/maintenance issues

Front Desk Supervisor, May 2018— January 2019

●Assist the front office manager; help manage the front desk staff to ensure optimal guest experience and smooth front desk operation

●Attend daily meetings where each department discusses plans/goals for the day and rest of the week

●Engage with guests and guide them with all inquiries about the property, local areas/events and Marriott Rewards memberships

●Contact guests in regards to any complaints, payment issues, special requests, or service recovery

●Work with third party agents to ensure proper routing of charges, and provide assistance with any billing inaccuracies

●Oversee and motivate all front desk agents, training them on giving exemplary customer service

●Act as manager-on-duty-- Ensuring smooth flow of front desk operations, communicating well with all other departments to secure outstanding guest experiences and high hotel ratings

●Work as overnight auditor when necessary

●Help with security by confirming banks and cash deposits are accurate after every shift, and by monitoring the assignment of all room and master keys

●Work overnight twice a week as MOD; ensure daily revenue goals are met, run Night Audit, and assist with any guest/maintenance issues

TGI Fridays, Boston, MA, Bar Manager, November 2016— May 2018

●Supervise operations and observe Team Member performance in delivering the Friday’s Service Style experience, providing immediate feedback, coaching, development, and recognition.

●Frequently interact with Guests; follow up on any issues or complaints they may have.

●Manage weekly bartender schedules, as well as liquor/produce inventory and orders; ensuring quality and proper billing with every delivery.

●Manage cash handling procedures, including: maintaining safe and drawer counts, and ensuring the collection and accuracy of bar tip-outs and cash owed to the restaurant.

●Approve food and beverage comps or promotions.

●Conduct pre-screen interviews for hourly Team Member candidates.

Server, October 2013—November 2016

Engage with guests, build rapport, and ensure an enjoyable, quality dining experience

Exercise standards of responsible service of alcohol

Accurately ring all orders into the MICROS POS system and ensure expedient service of food and beverages to the guest.

Train new employees through demonstrations of Fridays Service Style customer service

Claire’s Accessories, Watertown, MA, Third Key Manager, November 2012—May 2013

●Serve as the manager-on-duty, opening and closing the store on a regular basis

●Complete the required paperwork and banking at the beginning and/or end of the day

●Utilize solid product knowledge and sales ability to ensure daily/weekly goals are met

●Train new Claire’s associates, including training on excellent customer service practices

●Receive daily shipment and stock items according to predetermined planograms

●Actively practice methods of loss prevention

SKILLS

●Bilingual (English/Spanish)

●Cashier experience

●Restocking/ Facing shelves

●Computer savvy (Microsoft Office, WordPress, MICROS POS system, FOSSE, LightSpeed) 80 WPM

●Excellent interpersonal skills

●Detail oriented

●Time management/ Able to multitask well

●Working knowledge of EPIC electronic medical record system and medical insurance verification systems like Nehen, MMIS, and Emdeon

●Microsoft Teams Superuser

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