ALANA FARRANT
Houston,Texas
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Rejoining the workforce after an extended maternity leave.
Overview
17
17
years of professional experience
Work History
Patient Access Representative
UT Physicians Women’s Center
05.2018 - 03.2020
- Schedule medical appointments and determine patient eligibility for services
- Maintained appointment schedules by using Centricity & AllScripts Systems
- Answer phone and help re-direct calls for appropriate parties.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Delivery Driver
Tiff’s Treats Cookie Delivery
07.2017 - 04.2019
- Deliver warm cookies to customers
- Bake cookies for customers
- Clean and organize kitchen
- Employee of the Month for February 2018 & March 2019.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
Customer Service Representative
Goodman Manufacturing Company
01.2015 - 01.2017
- Managed accounts for independent distributors
- Processed and expedited purchase orders
- Provided professional, quality customer service to internal and external customers
- Customer Service Instructor for the Order Services department.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
Jockey Club and Winner’s Circle Restaurant Manager
Sam Houston Race Park
12.2012 - 01.2015
- Managed 1,000 seat dining room
- Managed 300 seat private club
- Operating food and beverage manager for concert events and festivals with 300-21,000 attendees
- Assisted in set up and execution of catered events, special events, and trade shows
- Interviewed, hired, and trained employees for entire food and beverage department
- Member of Employee Enrichment Committee.
Housekeeping Manager, Augustus VIP Tower
Caesars Palace Las Vegas Hotel & Casino
02.2011 - 11.2012
- Managed an 842 room tower; planned and implemented a strategy to elevate Forbes and AAA ratings
- Personally developing each team member to meet Forbes rating standards by training them in attention to detail, time management, and building their self confidence when interacting with guests due to language barriers
- Directly responsible for a staff over 180 with 5 supervisors at a property which has over 3,960 luxury rooms
- Consistently attained high customer service scores in addition to maximizing room cleanliness
- Ensured all established safety policies and procedures were being followed
- Interviewed, hired and trained employees; execute and issues notices of disciplinary action
- Maintained productivity across all shifts; motivate employees to provide superior customer service to guests
- Inspect guest rooms to ensure the highest cleaning standards are met
- Provide counseling and support supervisors in meeting their responsibilities and becoming part of the team
- Expedites and oversees special requests from the other departments
- Able to perform at the highest levels under stressful situations with multiple interruptions.
Assistant Housekeeping Manager
Flamingo Las Vegas Hotel & Casino
07.2010 - 02.2011
- Managed 3,626 rooms on all shifts
- Developed and managed linen par levels
- Expedites special requests from the front desk and inspect rooms to ensure the highest level of cleaning is met
- Issue notices of disciplinary action; motivate employees to improve job performance and customer service.
Waitress, Hostess, Cashier, Bartender, Brunch Manager
Sam Houston Racepark, Maxxam Corp.
02.2003 - 06.2010
- Best Customer Service Award.
Management Intern: Hotel Operations, Roman the Empire – all departments, and Property Projects
Caesars Palace
05.2008 - 08.2008
- Prepared Excel spreadsheets with data used to create visuals such as graphs.
- Collaborated with industry professionals to learn internal business processes and best practices.
- Developed relationships with wide range of employees, customers and vendors.
- Created marketing communication materials to drive awareness and excitement for products.
Administrative Assistant
Houston Marriott Westchase Hotel
05.2006 - 05.2007
- Supported the Assistant General Manager, the Director of Sales & Marketing, and the Director of Food & Beverage
- Member of the CARE program and Safety Committee
- Employee of the Month for Front of the House, Best Team Player Award 2006.
Education
Bachelor of Science - Hotel and Restaurant Management
Conrad Hilton College, University of Houston
Houston05.2010
References
References available upon request
Timeline
Patient Access Representative
UT Physicians Women’s Center
05.2018 - 03.2020
Delivery Driver
Tiff’s Treats Cookie Delivery
07.2017 - 04.2019
Customer Service Representative
Goodman Manufacturing Company
01.2015 - 01.2017
Jockey Club and Winner’s Circle Restaurant Manager
Sam Houston Race Park
12.2012 - 01.2015
Housekeeping Manager, Augustus VIP Tower
Caesars Palace Las Vegas Hotel & Casino
02.2011 - 11.2012
Assistant Housekeeping Manager
Flamingo Las Vegas Hotel & Casino
07.2010 - 02.2011
Management Intern: Hotel Operations, Roman the Empire – all departments, and Property Projects
Caesars Palace
05.2008 - 08.2008
Administrative Assistant
Houston Marriott Westchase Hotel
05.2006 - 05.2007
Waitress, Hostess, Cashier, Bartender, Brunch Manager
Sam Houston Racepark, Maxxam Corp.
02.2003 - 06.2010
Bachelor of Science - Hotel and Restaurant Management
Conrad Hilton College, University of Houston
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