Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Timeline
Generic

Betzabe Roman

Greater Biloxi Area,United States

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

27
27
years of professional experience

Work History

Insurance Underwriter

USA Insurance Group
01.2024 - Current
  • Identified and assessed auto damage and informed clients about necessary repairs
  • Communicated with policyholders, clients, police, and necessary parties
  • Performed thorough inspection of vehicles and created appropriate estimates
  • Worked closely with body shops and automobile professionals to discuss and negotiate repair pricing and assess liability
  • Aimed to provide clients with a high level of customer service possible.

Customer Care Specialist

Powur, PBC
03.2022 - 12.2023
  • Responded to customer inquiries via phone, email, and chat
  • Resolved customer complaints and issues in a timely and professional manner
  • Provided product and service information to customers
  • Processed orders, returns, and exchanges
  • Maintained accurate customer records and order information
  • Collaborated with other departments to ensure customer satisfaction
  • Identified and escalated complex issues to appropriate teams
  • Participated in training and development programs to improve skills and knowledge
  • Contributed to the development of customer service policies and procedures
  • Met or exceeded performance metrics for customer satisfaction, response time, and issue resolution.

Workforce Management Specialist

Beau Rivage Resort & Casino
02.2019 - 05.2022
  • Analyzing staffing data provided by department and Finance to ensure appropriate staffing levels
  • Adjusting staffing needs based on special events, large party reservations, table games/slot tournaments while maintaining compliance with scheduling to include departments covered by collective bargaining agreements
  • Ensured timeliness of schedule creations and delivery to standards as set out by Directors/Managers and expectations of the business unit
  • Working with department heads to adjust staffing models and approve schedule changes independently as necessary
  • Delivering best practice scheduling, rotation design, and reporting to maintain consistency among business units
  • Actively advising and providing guidance to the business units around scheduling, labor management, and leave management
  • Determed appropriate times to close stations/tables and call employees into work or grant employees company requested early outs as necessary
  • Ensured scheduling practice is developed in line with legislative requirements and local law protecting the company and employee interest
  • Ensured ethical and equity issues are identified and managed in the scheduling process
  • Analyzed the scheduled versus actual labor used across the business to identify trends in business activity
  • Developing duty sheets and other daily reporting as required by the business
  • Approved and processing manually received swaps, exceptions, and schedule changes which cannot be processed by the portfolio manager
  • Staffing the customer service inquiry counter during opening hours for staff.

Front Desk Agent

Hard Rock International
02.2021 - 10.2021
  • Performed all check-in and check-out tasks
  • Managed online and phone reservations
  • Informed customers about payment methods and verified their credit card data
  • Registered guests collecting necessary information (like contact details and exact dates of their stay)
  • Welcomed guests upon their arrival and assigned rooms
  • Provided information about the hotel, available rooms, rates, and amenities
  • Responded to clients' complaints in a timely and professional manner
  • Liaised with the housekeeping staff to ensure all rooms are clean, tidy, and fully furnished to accommodate guests' needs.

Front Desk Supervisor

Margaritaville
10.2020 - 03.2021
  • Welcomed customers and guests
  • Answered phone calls
  • Read and responded to company emails
  • Assisted customers in making reservations
  • Maintained schedules and reservation records
  • Processed visitor check-in and checkout information at hotels
  • Assigned rooms and suites to guests
  • Drew up and reviewed customer billing statements
  • Processed customer and guest payments
  • Kept work space clean and orderly
  • Sent and received faxes
  • Filed guest records
  • Resolved customer issues and complaints
  • Transferred calls to relevant staff or departments
  • Referred customers and guests to management when necessary
  • Provided directions to local restaurants, museums, and other attractions to hotel guests visiting from out of town
  • Passed out brochures and pamphlets regarding the hotel or resort's amenities
  • Described details of services and amenities to visitors
  • Distributed and collected customer satisfaction surveys
  • Sent follow-up emails after a guest's visit to ensure that everything went smoothly.

Guest Services Supervisor

Beau Rivage Resort & Casino
10.2017 - 02.2019
  • Administered and scheduled staff for each shift and assisted all guest services staff to resolve all customer issues effectively
  • Supervised working of all agents and provided training to all to ensure effective guest services and maintain work schedule for all and allocate appropriate resources as per requirement
  • Analyzed all requirements of facility and ensured compliance to all applicable policies and codes and resolved all disputes and guest issues for facility
  • Assisted in hiring and provided training to all guest services staff, scheduled work of all visitors and staff, and ensured compliance to services throughout the property
  • Oversaw everyday operations of all front desk team members and coordinated members of front services management
  • Monitored and maintained inventory of all department supplies and provided staff with all supplies as per requirement
  • Managed overall department operations.

Accounts Receivable Clerk

Beau Rivage Resort & Casino
09.2016 - 10.2017
  • Handled all disputes on reservations
  • Collected any outstanding balances
  • Investigated fraudulent credit card transactions and credit card disputes
  • Researched and resolved credit card discrepancies
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
  • Developed reputation as an efficient service provider with high levels of accuracy
  • Provided ongoing guest service, including giving alternate options for dining, hotel entertainments, and local events.

Customer Care Coordinator

02.2016 - 09.2016
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Defused volatile customer situations calmly and courteously
  • Accurately documented, researched, and resolved customer service issues
  • Referred unresolved customer grievances to designated departments for further investigation
  • Updated guests about changes in hotel products, services, pricing, and policies
  • Made over 200+ restaurant, hotel, and flight reservations daily
  • Met all incentive goals each month including but not limited to top adherence, accuracy, and quality scores.

Customer Service Representative

Merchants and Marine Bank
08.2013 - 12.2015
  • Organized and removed online banking files no longer in use
  • Executed customer transactions, including deposits, withdrawals, money orders, and checks
  • Continued education on current banking products and services through Bankersedge online courses
  • Handled various accounting transactions
  • Executed stop payments and account transfers
  • Answered telephone inquiries on banking products including checking, savings, loans, and lines of credit
  • Maintained friendly and professional customer interactions
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Defused volatile customer situations calmly and courteously
  • Collected member loan payments
  • Strong communication skills, using a number of channels to provide services and keeping customers and banking officials up to date
  • Worked closely with the Cash Management officer as an office assistant, in charge of all duties concerning business customers such as internet banking enrollment and inquiries, internal transfers, QuickBooks, bill pay enrollment and/or troubleshooting
  • Worked in the imaging department to ensure all end of day transactions from 10+ branches were balanced appropriately
  • Maintained confidentiality of bank records and client information
  • Communicated with customers to identify and resolve outstanding payments
  • Directed calls to appropriate individuals and departments
  • Played a key role in the transition to a new webpage ensuring the customers were able to access the site without a problem.

Manager

Wendy's/Arby's Group, Inc.
11.1996 - 08.2001
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last-minute menu changes
  • Carefully interviewed, selected, trained, and supervised staff
  • Organized special events in the restaurant, including receptions, promotions, and corporate luncheons
  • Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximize profits
  • Correctly calculated inventory and ordered appropriate supplies
  • Strategically developed effective marketing plans to increase sales and profits while managing costs
  • Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
  • Actively participated in ongoing customer service programs to build sales and rapport in the community
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
  • Prepared for and executed new menu implementations
  • Conducted timely performance evaluations for all front of house staff
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations
  • Promoted the business through participation in and sponsorship of community events
  • Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.

Education

Bachelor of Arts (B.A.) - Multi/Interdisciplinary Studies

The University of Southern Mississippi
Long Beach, MS
01.2013

Associate of Arts and Sciences (A.A.S.) - Human Services, General

Mississippi Gulf Coast Community College
Gautier, MS
01.2009

Skills

  • Investigation
  • Administration
  • General Insurance
  • Claims Handling
  • Technical knowledge
  • Data Interpretation
  • Insurance policy expertise
  • Policy evaluation
  • Actuarial Knowledge
  • Quote Preparation
  • Policy renewal

Personal Information

Title: Customer Care Specialist

Timeline

Insurance Underwriter

USA Insurance Group
01.2024 - Current

Customer Care Specialist

Powur, PBC
03.2022 - 12.2023

Front Desk Agent

Hard Rock International
02.2021 - 10.2021

Front Desk Supervisor

Margaritaville
10.2020 - 03.2021

Workforce Management Specialist

Beau Rivage Resort & Casino
02.2019 - 05.2022

Guest Services Supervisor

Beau Rivage Resort & Casino
10.2017 - 02.2019

Accounts Receivable Clerk

Beau Rivage Resort & Casino
09.2016 - 10.2017

Customer Care Coordinator

02.2016 - 09.2016

Customer Service Representative

Merchants and Marine Bank
08.2013 - 12.2015

Manager

Wendy's/Arby's Group, Inc.
11.1996 - 08.2001

Bachelor of Arts (B.A.) - Multi/Interdisciplinary Studies

The University of Southern Mississippi

Associate of Arts and Sciences (A.A.S.) - Human Services, General

Mississippi Gulf Coast Community College

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