Amy McDonald

• Inbound call center billing. Started as Billing Representative level one in July 2022. Was promoted to Billing Representative 2 in Oct 2023. Went to work from home November 2023.
• Received numerous quarterly awards for being in the top 5% of my peers.
• Assessed accounts for payment status and reached out to customers.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Leveraged strong analytical skills to identify patterns in data, enabling accurate forecasting and improved decision making.
• Coordinated with intermediate parties to obtain payments and resolve issues.
• Researched and resolved billing discrepancies to enable accurate billing.
• Collaborated closely with sales and customer service teams to ensure seamless communication and issue resolution.
• Responded to customer concerns and questions on daily basis.
• Developed strong relationships with clients, fostering trust and confidence in the company's billing procedures.

• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
• Kept accounts in balance and ran daily reports to verify totals.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Looked over pending check-ins and payment processes to complete closing procedures.

• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
• Kept accounts in balance and ran daily reports to verify totals.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Looked over pending check-ins and payment processes to complete closing procedures.

• Resolved problems promptly to elevate customer approval.
• Handled cash accurately and prepared deposits.
• Motivated, trained and disciplined employees to maximize performance.
• Managed team schedule with eye for coverage needs and individual strengths.
• Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
• Enforced quality assurance protocols to deliver ideal customer experiences.
• Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.

• Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
• Trained new staff on correct procedures, compliance requirements and performance strategies.
• Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Managed front desk maintenance of client records and data.
• Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.

Oversaw fast-paced front desk operations and guests' needs at busy facility.

• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
• Kept accounts in balance and ran daily reports to verify totals.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Looked over pending check-ins and payment processes to complete closing procedures.