Customer Service Front Office
Resume:
Debra Watts
*.*******@*****.*** 901-***-****
SUMMARY:
Professional Manager with over 15 years in employee management in the health, hospitality and Title Max. Managed 350 employees in a hospital setting, interviewed job applicants and provided training and development of team members. I find working within a fast paced, goal-oriented team to be very fulfilling.
SKILLS AND QUALIFICATIONS:
Customer Service 20 plus years
Multi phone lines
10 key by touch
Time management
Centralize scheduling
Posting payments
Trained new employees
Payroll
Manager On Duty
Front Office Manager
Desk Clerk
Night auditor
Prepare Revenue report
Handle customer complaints
Process credit card payment
Confidentiality
Handle large amounts of cash
Detail Oriented
Manage 350 employees
Work well with others
Marketing
Cashiering
Multi task
Adapt to change
Work Experience :
Hilton Garden Inn Hotel/ Homewood Suites Del Mar- Del Mar, Ca
Front Office Supervisor
September 2021 to Present
Ensures outstanding customer care at all times.
Maintains a friendly, professional, cheerful and courteous demeanor at all times.
Accurately answers inquires from potential guest and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
Uses suggestive selling technique to sell room nights, increase occupancy and revenue
DHL Express Logistics, San Diego, CA
International Customer Service Representative
September 2020 to November 2021
Researched lost packages that can’t or didn’t get delivered due to wrong address, names and items that are not in guidance for overseas delivery
Inspect packages before shipping overseas.
Answered phone follow up on customer concerns, fax, and email concerning shipping.
Viejas Casino and Resort, Alpine, CA
Customer Service Representative
March 2018 to January 2020
Hand Payouts, minor repair on slots, make sure work area is clean
Assist with complaints in a timely minor, reprint member cards
Assist with beverages and make sure guest get food request in timely manner
Assist guest with gaming winning
Tenet Revenue Cycle Management, Memphis, TN
Billing Specialist IT
October 2016 to December 2017
Analyze self-pay patient accounts with an aim to recover missed payer sources
Verify insurances, received payments by phone, generate statements for mail out, answer phones fax claims, and follow up on status on patients that have Disability and Medicaid pending. Documentation in patient’s account.
File and follow up on appeals, request authorizations.
Work with team to clean up negative reports.
Conifer Health Solutions, Memphis, TN
Patient Financial Counselor/Medical Eligibility & Counseling Services
March 2015 to October 2016
Review hospital census to identify self-pay patients on daily basis.
Screen in-house patients that qualify for state or federal programs.
Initiate the application process.
Document results of the screening in the hospital computer system.
Initiate SSI appointments with Social Security Administration.
Follow up with Medicaid and SSI account until patients has been approved for program.
First Source, Memphis, TN
Onsite Eligibility Representative
January 2011 to March 2015
Review hospital census to identify self-pay patients on daily basis.
Screen in-house patients that qualify for state or federal programs.
Initiate the application process.
Document results of the screening in the hospital computer system.
Initiate SSI appointments with Social Security Administration.
Follow up with Medicaid and SSI account until patients has been approved for program.
Title Max, Memphis, TN
Assistant Manager
February 2008 to May 2010
Evaluates the efficiency and productivity of team members in cresting positive customer service.
Process loan applications, hard collections daily, Initiate vehicle repossession.
Resolves customer disputes and complaints in timely manner and satisfaction.
Create a customer focused environment in all areas of the store and made sure center kept to store standards.
Strong marketing daily through out city.
Establishes and manage a process for customer flow on the center to improve service.
Ensuring customer’s need is met
Provide training and development of team members on assign shifts by monitoring goals along with feedback.
Interview job applicants, complies with all company hiring policies and assists center manager with the hiring of team members.
Coaches, counsels and provides feedback to team members on their performance company policy and standards.
Responsible for communication with the center manager and team members on daily, weekly, monthly goals, performance to plan, key performance metrics, customer issues and company initiatives.
Complies with and enforces Title Max established policies and procedures and maintain environments of controls.
Assists center manager in review and transmission of payroll.
Perform other duties as needed.
Methodist Healthcare, Memphis, TN
Lead Staffing Coordinator
August 2001 to December 2007
Coordinate scheduling of all assigned staffing resources for the Central Scheduling Office.
Work closely with other members of the staffing team at all times.
Resolves any conflicts about daily schedule in a timely efficient customer friendly manner.
Prepare updates, print and distribute staffing schedules for delivery to designated clinical
Days Inn Hotel Downtown
Front Office Manager/ Manager on Duty
February 1989 to March 1996
Manage Front Desk and Office Operations.
Managed and scheduled Bellman, Bar & Lounge, Restaurant, Security as needed.
Manage on Duty, I made sure all departments were staffed according to grid.
Handled reservations by posting and modifying for arrival.
Assist with tour groups, large conventions, city wide events.
Attend workshops.
Trained staff and new hies and perform employee reviews.
Handled terminations.
Handled issues with guest and employees.
Managed petty cash, vouchers, hotel auditors, bank deposits.
Handled over booking of guest and made sure they were being accommodated according to their standard.
Budget Lodge Hotel
Front Desk Clerk
October 1987 to February 1989
Assist guest with check in and check out.
Answer multi phone line.
Handle all request on any.
Services and complaints from guest.
Process credit card payments
Verify registration information with guest.
Handle large cash flow made sure money balance end of shift.
Work close with housekeeping on room status.
Maintain knowledge of motel features and services in the surrounding area.
Lakeland Inn Motel
Front Desk Clerk/Night Auditor
June 1981 to October 1987
Assist guest with check in and check out.
Answer multi phone line.
Handle all request on any.
Services and complaints from guest.
Process credit card payments
Verify registration information with guest.
Handle large cash flow made sure money balance end of shift.
Work close with housekeeping on room status.
Maintain knowledge of motel features and services in the surrounding area.
Education:
Southwest Community College AAS Degree Memphis, TN
Collierville High School High School Diploma Collierville, TN
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