Reservations Agent Coordinator Ii

Teresa Williams

*******************@*****.*** 202-***-**** Washington, DC

SUMMARY

Seeking role as Virtual Hotel Reservations Agent with 11 years of experience in customer service and travel inquiries. Skilled in hotel bookings, accommodation recommendations, and adept at leveraging industry trends to enhance guest experiences. Proven track record in communication and organization, with expertise in systems like Opera and Synergy to ensure seamless reservation processes.

WORK EXPERIENCE

CVS Health

Coordinator II – Enrollment May 2024 - Present

• Process Medicare member enrollments and modifications, ensuring accuracy and compliance with regulations.

• Collaborate with cross-functional teams to update systems and resolve issues pertaining to enrollment activities.

• Handle outbound verification calls and inbound agent inquiries, providing assistance with special needs enrollment plans and post-enrollment procedures.

Lumens Solutions/BCBS

Enrollment Specialist Jul 2023 - Feb 2024

• Analyzed and input member enrollment data, ensuring accurate capture of healthcare selections for medical and dental insurance, and facilitated invoice generation for billing purposes.

• Verified and maintained data integrity across various systems, and updated policies to reflect life-changing events such as marriage, divorce, and childbirth.

• Coordinated the preparation and distribution of communications for incomplete member applications, and expedited the dispatch of finalized applications for insurance card issuance. TDB Communication/Gainwell Technologies

Provider Enrollment Specialist Feb 2021 - Oct 2023

• Processed provider and facility credentials for Medicaid enrollment, ensuring accuracy and adherence to state-specific requirements.

• Served as an intermediary, resolving insurance enrollment discrepancies and preventing potential issues for clients.

• Conducted thorough data integrity checks and communicated effectively with providers to procure necessary documentation for application completion.

TDB Communications/DC DOES

Claims Adjudicator Jul 2020 - Feb 2022

• Addressed daily customer inquiries averaging 100 per day, resolving issues related to unemployment account access, program details, and payment discrepancies.

• Facilitated customer enrollment and application processes for Paid Family Leave (PFL) programs, catering to individuals affected by pregnancy or surgical procedures.

• Escalated unresolved unemployment claims to ensure timely assignment and resolution by claims examiners, enhancing customer satisfaction and claimant experience. EDS Services Solutions

Staffing Specialist May 2019 - Mar 2020

• Reviewed quality assurance assessments and provided training to associates, facilitating the enhancement of performance standards and correction of procedural errors.

• Coordinated recruitment efforts, including advertising vacancies and organizing events, to align with departmental staffing requirements and conducted new hire orientations.

• Managed administrative HR tasks, such as monitoring timecards, handling vacation requests, and processing payroll submissions to ensure accurate and timely compensation. Washington Hilton

Communication Operator/Hotline Agent Oct 2013 - May 2019

• Answered internal and external calls, ensuring courteous and efficient communication while directing inquiries to appropriate hotel departments.

• Served as a key point of contact for the security department, coordinating with emergency services including Fire Department, Police, and EMS as necessary.

• Managed the input and tracking of maintenance and housekeeping requests using the Synergy system to monitor issue resolution.

• Conducted follow-up calls with guests to verify the fulfillment of their service needs and maintained high satisfaction levels.

EDUCATION

Orangeburg Calhoun Technical College

Associate of Arts, Business Administration

Orangeburg, SC

Jun 1995

SKILLS

Microsoft Excel • Microsoft Access • Contact Center • Salesforce • Scheduling • Head Count • Quantitative Analysis

• Passkey • Work Force Management • Opera • Synergy Certified • Training • Communication • Organization • Independence • Passion For Travel

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