Client Service Front Desk

AMBER WIGGINS

Houston, TX *****

832-***-**** - *****************@*****.***

PROFESSIONAL SUMMARY

Healthcare management and client service professional with background in overseeing facility operations and ensuring quality patient care. Skilled in regulatory compliance, team leadership, and resource allocation. Known for strong collaboration, adaptability, and results-driven approach. Adept in managing staff, optimizing processes, and enhancing patient satisfaction.

KEY SKILLS

• Exceptional communication • Medical terminology

• Client retention strategies • Customer service

• Problem-solving skills • Account management

• CRM software • Data entry

• Payment processing • Microsoft office

• Document management • Call management

WORK HISTORY

02/2025 to 04/2025 Client Service Specialist

Southern New Hampshire University - Online – Remote Provided exceptional support to students and tutors throughout tutoring process, ensuring seamless attendance from tutors or transition for substitutes.

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Developed comprehensive knowledge of university services, guiding clients to appropriate resources.

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Facilitated communication between students and tutors to resolve student session times efficiently and effectively.

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Trained new staff on best practices in client service, enhancing team performance and cohesion.

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• Enhanced client satisfaction by promptly addressing inquiries and resolving issues. 04/2021 to 10/2024 Web Chat Supervisor

Riverway Business Services – Houston, TX

Oversaw daily operations to ensure compliance with company policies and standards.

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Mentored team members, fostering professional development and enhancing performance.

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Identified operational inefficiencies and implemented corrective measures to increase effectiveness.

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• Improved customer satisfaction with prompt, effective and courteous resolution of inquiries and complaints.

07/2017 to 02/2020 Front Desk Lead

Le Meridien Hotel – Houston, TX

Supervised front desk operations, ensuring seamless guest check-in and checkout processes.

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• Resolved guest complaints swiftly, enhancing overall satisfaction and loyalty. Collaborated with management to develop strategies for improving front desk performance metrics.

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Coordinated communication between departments to streamline guest services and enhance experiences.

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Developed strong relationships with returning clientele by providing personalized service tailored to individual preferences or needs.

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Monitored daily performance metrics to identify areas of improvement within the front desk team''s workflow, leading to enhanced operational efficiency.

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Trained and mentored junior staff on customer service best practices and hotel policies.

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12/2016 to 07/2017 Front Office Supervisor

Omni Royal Orleans Hotel – New Orleans, LA

Supervised front office operations, ensuring seamless guest check-in and check-out processes.

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• Trained and mentored staff on customer service excellence and hotel policies. Analyzed front desk metrics to identify areas for process improvement and efficiency gains.

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• Resolved guest complaints swiftly, enhancing overall satisfaction and loyalty. Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.

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Implemented efficient scheduling systems to optimize team performance and coverage.

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Consistently exceeded revenue goals by upselling hotel amenities, services, and room upgrades.

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12/2014 to 11/2016 Medication Aide/CNA

Summer Vista Assisted Living – Pensacola, FL

Administer medications accurately to residents while following established protocols and safety guidelines.

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Counted and recorded medication inventory routinely to maintain medication security and control.

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Monitor residents for side effects and report changes in health status to nursing staff promptly.

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Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.

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Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.

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• Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.

EDUCATION

BS: Journalism and Mass Communications

North Carolina A&T SU

MS: Healthcare Administration

Southern New Hampshire University

REFERENCES

Donte Ross, 832-***-****

Dr. Rebecca Arsenault 207-***-****

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