Customer Service and Front Desk Professional
Resume:
Summary
My diverse background combined with my education allows you to hire a strong professional capable of working at all levels of business and communicating with all levels of employees. My background in customer service, sales and management, logistics and project management comes from banking, brokerage, event planning, healthcare, technology and travel. I take pride in conducting myself in a professional manner when representing a company.
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Willing to relocate: Anywhere
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work experience
Front Desk Agent
Super 8 by Wyndham • Mattoon, IL
June 2025 to Present
Primary point of contact for guests, managing check-ins and check-outs, processing payments, handling reservations, and resolving guest concerns while coordinating with housekeeping and maintenance to ensure a quality stay
• Guest Services: Greet guests warmly, complete fast check-ins and check-outs, assign rooms, and issue electronic room keys
• Reservations & Payments: Process phone and online bookings, handle cash and credit card transactions accurately, and balance shift logs.
• Communication: Answer inquiries via phone or email, provide local area directions, and manage guest feedback or complaints professionally
• Team Coordination: Work with housekeeping and maintenance to track room readiness and clean status. Front Desk Agent
Comfort Inn by Choice Hotels • Jackson, WI
March 2024 to June 2025
Primary point of contact for guests, managing check-ins and check-outs, processing payments, handling reservations, and resolving guest concerns while coordinating with housekeeping and maintenance to ensure a quality stay.
• Reservations & Payments: Process phone and online bookings, handle cash and credit card transactions accurately, and balance shift logs.
• Communication: Answer inquiries via phone or email, provide local area directions, and manage guest feedback or complaints
professionally.
• Team Coordination: Work with housekeeping and maintenance to track room readiness and clean status. Bitcoin Customer Service Manager
Hata Investments Inc • Dallas, TX
January 2021 to March 2024
Led support teams, handled escalated client issues, and built service standards for digital asset platforms.
• Lead and mentor support agents or customer success teams.
• Create service policies, workflows, and response standards. Richard Farthing
Experienced Professional with Diversified Background *********@******.***
Mattoon, IL 61938
• Resolve high-priority or escalated client account issues.
• Track support performance metrics like customer satisfaction (CSAT).
• Coordinate with compliance and technical departments Insurance Reveiwer II
Springfield Clinic by Express Professionals • Springfield, IL September 2020 to January 2021
Responsible for completing assigned tasks involved in securing payment from third-party payors and reporting to management on observed trends and issues.
Job Relationships
Reports to the Insurance Review Supervisor
Principal Responsibilities
• Handle all phone calls and messages received specific to designated insurance area.
• Update registration screens when requested by patients or as necessary.
• Review and process all designated insurance vouchers received, rebilling charges not paid and processing adjustments as needed utilizing websites or telephone as necessary.
• Process all secondary billing as requested by patients or defined by procedure.
• Distribute incoming insurance mail received and respond to all audits, inquiries and additional information requests.
• Process corrections/adjustments as necessary to correct the patient's invoice.
• Process designated insurance reviews when requested to obtain additional payments on claims utilizing websites or telephone as necessary.
• Analyze and process front-end system edits for correct physician productivity and billing of claims.
• Analyze and process back-end system edits for correct registration and billing of claims.
• Analyze and process claims denied through clearinghouse.
• Investigate and process claims in the insurance work files and/or on the insurance reports.
• Must report all incidents to immediate Supervisor or Manager.
• Assist with special projects and assignments as directed.
• Must attend in-services and training relevant to position.
• Perform other job duties as assigned.
• Confidentiality required.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to SC Way customer service philosophy. Customer Service Representative
(CSR) Blue Cross Blue Shield-Alabama-Employment Solutions Inc • New York, NY April 2019 to June 2020
The Customer Service Representative receives inbound calls from health plan members enrolled into Medicare, a Medicare Advantage Plan or a Medi-Gap plan . Assisting members with updating account information, providing coverage information, resolving issues, taking payments and providing research and information on claims and premiums and prescriptions. This is done with a 92% and higher quality control as well as 99% on all customer surveys.
• Update account information such as changes of address, updated banking information, explaining claims and coverages
• Educate members on how Medicare works with the Medi-gap plan as well as Medicare Advantage plans and stand surveys.
• Update account information such as changes of address, updated banking information, explaining claims and coverages
• Educate members on how Medicare works with the Medi-gap plan as well as Medicare Advantage plans and stand alone Prescription plans.
• Identify member complaints and grievances and escalate according to client specific procedures. • Assist health plan members with inquiries related to their benefits and/or orders placed • Look up medicines on the formulary to verify if they are offered, and if a drug is not offered provide an explanation as to why and submit coverage determinations if necessary.
• Make concise and detailed notations as it pertains to member records.
• Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures and instructions. • Respond promptly when returning telephone calls and replying to correspondence and faxes. Certified Sales/Support Professional
Certified Sales and Support Professional(Home Based Charleston, IL) Global Empire • Orlando, FL January 2014 to April 2019
• Answer Inbound guest calls regarding reservation needs, open customer accounts, maintain customer records and resolve product or service problems.
• Proficiently manage, interact, respond and coordinate efforts for guest resort reservations, dining packages, theme park tickets and all other recreational interests.
• Provide professional services by answering product and service questions maintaining customer records,developing customer relations and coordinating travel needs.
• Contribute to Disney's team effort by accomplishing related results as needed while meeting performance requirements, ie average handle time, guest satisfaction (maintaining 100% consistently), quality control and commitment adherence.
Licensed Support Coordinator
(Blue Cross Blue Shield) Solix, CMR LLC • Charleston, IL August 2012 to November 2013
Education
Business Administration (MBA)
WESTERN INTERNATIONAL UNIVERSITY • Phoenix, AZ
Health Studies (Bachelor of Science)
EASTERN ILLINOIS UNIVERSITY • Charleston, IL
Skills
Documentation review Inside Sales Customer Service CRM Sales Support (10+ years) Call Center Data Entry QuickBooks Cold Calling ORGANIZATIONAL SKILLS (10+ years) Account Management SATISFACTION (10+ years) Typing Event Planning Sales (10+ years) Accounts payable Customer Care LEADERSHIP SKILLS (10+ years) Logistics (10+ years) Negotiation Salesforce Customer Support CSR
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