Tonja P. Hayes

*** ** ***** ****** ***** Gardens, Florida 33169

305-***-**** email address: adzu4f@r.postjobfree.com Customer Service & Office Support Specialist

To obtain an Administrative Office Support position within a Major Corporation that will benefit from my previous work experiences; In addition to gaining new knowledge that will allow growth within your organization.

Areas Of Expertise/ Skills

Microsoft Office

Appointment Scheduling, Reservation Booking

Guest Services, Sales & Office Administration

Conflict Resolution, Property Leasing

Telemarketing, Self- Starter, Exceptional Interpersonal Skills. Professional Experience

Touched By @ Angel Catering & Event Coordinator 12/80 - Current Manager & Chef

Miami, Florida

Planned/Executed & Coordinated daily activities which included full –service meals, Decorated, Hosted. Meals included breakfast, lunch and dinner. Served Soul Food, Seafood, Caribbean and Italian dishes.

Hired trained and processed weekly inventory bill of lading, Scheduled all appointments and consultations on all events.

Catering and Event Planner with 25 + years’ experience certified in food handling and safety. Possess keen knowledge of beverages and meals safety faithfully adhered to the highest standards of hygiene quality service aiming to leverage my knowledge to effectively perform my management duties.

Ritz Carlton/ Marriott International 01/11 – 07/22 Senior Customer Service Agent

Miami, Florida

Provided Exceptional Customer Service, Duties which included weekly training for sales techniques gaining more knowledge on Reservation Booking System programs used to process reservations, Oscar, Empire, Connect, Pass Key and Pure.

Created sales strategies to perform the highest commission incentive plus base pay.

Averaged over 70 calls daily inbound and outbound calls; In addition to adding dinner reservation, excursions, rental car based on business or personal travel. Chen Medical 02/11 – 11/16

North Miami, Florida

Front Desk Clerk

Responsible in checking patients in for appointments answer calls and directed to appropriate department.

Assisted Medical Assistant and Doctors on patient’s prescription requests, lab request, ordering medical supplies. Inbound and Outbound calls to patients regarding the scheduling of future appointments also contacted drivers for pick-ups and drop – offs when requested. Resorts World of Bimini 12/14 – 10/15

Miami, Florida

Guest Services Representative

Provided Guest Services which included verifying travel documents, Passports, Visas, B1, B2, F1, Student Visas, Waivers and Non Alien Registration for booking cruise also sold cabins, booked Hotel Accommodations and excursions.

Programs used to process booking and print boarding passes were, Fidelio and Seaware Centerfield/Qology 10/13 – 12/14

Margate, Florida

Retention Sales Specialists

Customer Service duties which included processing request for Cellular Services (Sprint), Inbound and Outbound 50+ calls daily.

Processed Customer Service request for billing disputes new and existing services.

Managed and Supervised 10 Agents, Monthly and weekly hurdles maintained quarterly incentives meeting sales goals.

Jackson Health Systems 01/04 – 01/07

Miami, Florida

Financial Billing Associate

HMO Claims Processor with daily maintenance of Insured and Managed Care Contracts, Processed Medical Billing Claims, Commercial and Non – Commercial Implants and Transplants Account. Performed essential duties for hospital inpatient and outpatient billing, (EOB’S) responsible for faxing letter of authorization for the release of medical records due to HIPAA Laws.

Processed and billed for hospital inpatient and outpatient claims. Assisted Physicians and Nurses with all correspondence relating to M/R medical records files ensured records were documented properly submitted requests to Medical Examiner and other facilities as it related to personal data, Liaison for Sexual Battery Unit, Immigration, Health Department which included HMO checks (CPT- Coding) ICD – 9 codes sent all invalid CPT codes according to policy and procedures to initiate a provider search in compliance with Health Care and HMO Insurance Protocol.

Revised each diagnosis CPT code and services billed “Third Party Liability” for payments processed follow – up with payer to get correct billing to be resubmitted to claims for payments. Processed UB- 92 and HCFA’S according to Policy and Procedure Division of Manage Care and Contracts. Contacted each payer requesting payments for services rendered using paper claims for invoicing insurance billing and budgeting (AR) Account Receivables. Training on Patients Registration Admittance for Inpatient and Outpatients

AT & T Telecommunications 10/07 – 10/10

Miami, Florida

Retention Sales Specialists

Inbound & Outbound Customer Service Representative New and Existing services ask probing question in order to better understand their needs for product and services.

Offered alternative methods related to billing disputes applied credits to account when necessary added additional bundled services, Residential and Business Accounts, Cingular Wireless services, Cable, Internet, (DSL), Fiber Optic, Uverse, (HSIA) and VoIP services, Dish and Direct TV Satellite transferred services to new location

Transferred escalated calls when requesting Supervisor. Top Sales Representative for 2 consecutive years 50 + calls daily.

EDUCATION

High School Diploma Goliath Academy Green Acres, Florida References Available Upon Request

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