Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brandy Guerrero

Williamsburg,VA

Summary

Friendly and hospitable Supervisor/Administrative Support and Customer Service professional with over ten years' experience working in fast-paced environments that demand strong organizational, technical, and interpersonal skills. I am always committed to superior customer service. Confident and poised in interactions with individuals of all levels and highly trust worthy. Striving to learn new and exciting skills.

Overview

23
23
years of professional experience

Work History

Quality Assurance Specialist

Hilton Grand Vacations
03.2022 - Current
  • Assures new owners understand their paperwork and contracts, assisting them in making their reservations and assuring owners have all the information they need to feel comfortable with their purchase.
  • Directly responsible for follow up and post-sale contact with new owners to assist in the reduction of cancels and kicks.
  • Responsible for working closely with the Sales and Hospitality team to maintain a high quality of customer service.
  • Provides technical assistance, support and advice to owners regarding the product and services associated with ownership.
  • Recognized as Quality Assurance of the year for exceptional service standards and accuracy.
  • Selected to represent Hilton in road show and cruises.
  • Had the opportunity to interview for Lead Quality Assurance Specialist for St. Martin.
  • Created and presented leadership trainings and participated in site level leadership mentoring program.

Paralegal Case Manager and Intake Supervisor

Gillette Law Group
05.2014 - 01.2022
  • Answer the telephone for the attorney promptly and in a professional manner.
  • Sort incoming correspondence appropriately.
  • Organizes and maintains file system, correspondence, and other records.
  • Arrange conference calls and appointments for the attorney.
  • Collect information and prepare monthly reports.
  • Order office supplies as needed.
  • Screen prospective clients by personal interview process.
  • If agreement is reached for representation of the client, certain documents will be executed.
  • Development of claims/cases to include but not limited: Development of the mental and/or physical conditions of the case can be started.
  • Research and verify the contact information for the treatment providers and records.
  • Draft and submit a medical records request, with a copy of the information release form, to the applicable entity to obtain medical evidence for disability claim.
  • Review of the records to ensure no duplicates and are in chronological order.
  • Submit the 'original' records to Social Security Administration with a cover letter.
  • Keeping track of appeal deadlines
  • Completing appeals
  • Ensuring documents requested are submitted to Social Security Administration in a timely manner.
  • Open communication with the client regarding their claim.
  • Supervisor: Setting goals for performance and deadlines in ways that comply with company's plans and vision.
  • Organizing workflow and ensuring that employees understand their duties or delegated tasks.
  • Monitoring employee productivity and providing constructive feedback and coaching.
  • Handle calls and complaints to resolve the situation.

Receptionist Supervisor/Medicare Specialists

Comber Physical Therapy
08.2012 - 04.2014
  • To supervise the professional greeting of clients and visitors, to the highest standards.
  • Leading, monitoring, motivating and inspiring the team; providing guidance and support.
  • Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
  • Kept records in the EMR software to maintain physical therapy data by entering and updating information.
  • Balanced availability, patient schedules and maximum load levels when scheduling appointments.
  • Collected payments from clients and updated account balances.
  • Verified that all medical insurance policies were up to date.
  • Prepared documentation and reports for office meetings, distribution and filing.
  • Ordering of daily supplies and/or retail inventory.

Customer Relations Manager/DX Manager/Sales Secretary

Toyota
01.2002 - 06.2011
  • Collaborated with finance department to ensure invoicing accuracy for all applicable products and services.
  • Certified in Customer Relations for conflict resolution.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients to ensure satisfaction.
  • Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
  • Conferred with managers and sales teams to revise plans and achieve demanding targets for clients needs.
  • Prepared new and backstock merchandise for transfer to sales floor by tagging with security markers and pricing information.
  • Completed physical inventory counts.
  • Assisted in the sale and pricing of all vehicle purchases.

Education

Associate in Science (A.S.) - Paralegal Studies

Thomas Nelson Community College
05.2012

High School Diploma - undefined

Warwick High School
Newport News, Virginia
06.2000

Skills

  • Microsoft Word, Outlook, Excel
  • Self Motivated, positive and outgoing with pleasant personality
  • Strong verbal and written communication skills
  • Excellent organizational and time management skills
  • Pleasant phone manner
  • Can work independently or with a team

Timeline

Quality Assurance Specialist

Hilton Grand Vacations
03.2022 - Current

Paralegal Case Manager and Intake Supervisor

Gillette Law Group
05.2014 - 01.2022

Receptionist Supervisor/Medicare Specialists

Comber Physical Therapy
08.2012 - 04.2014

Customer Relations Manager/DX Manager/Sales Secretary

Toyota
01.2002 - 06.2011

High School Diploma - undefined

Warwick High School

Associate in Science (A.S.) - Paralegal Studies

Thomas Nelson Community College

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