Brianna Guzman

East Boston,MA

Skills

Hotel services and hospitality
Dining room service
Customer service
Train employees
Microsoft Office
Multitasking
Organization
Teamwork
Document scanning
Task prioritization
Correct errors
10-key entry
Filing
Scheduling
Updating Medical Records
Medical insurance
CPR Certified

Appointment Scheduling
Office Administration
Microsoft Excel
Account updating
Team building
Remote office availability
Goal setting
Administrative and office support
Good Telephone Etiquette
Troubleshooting
Data management
Active listening
Data entry
Computer skills
Financial transactions expertise
Timecard management

Summary

Hardworking supervisor/dispatch focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success.

Work History

CLIENT CARE COORDINATOR

Visiting Angles

Chelsea, MA

10.2024 - 04.2025

Met with potential clients and family members to match needs to service plans.
Tracked changing product and company information to continue offering best-in-class service to every customer.
Followed up with potential clients to help secure service agreements and complete paperwork.
Resolved customer inquiries via phone, email, and live chat support.
Scheduled appointments for customers as required by their needs or concerns.
Implemented a new electronic timekeeping system, reducing processing time by half.

ADMINISTRATIVE ASSISTANT

North Suffolk Mental Health Association

Boston, MA

03.2022 - 08.2024

Answered incoming calls and directed messages to correct party.
Processed correspondence, documents, and reports to support clerical staff.
Greeted visitors upon arrival and directed guests to appropriate departments.
Filtered incoming phone calls and emails, escalating only highest priority inquiries to executive leadership.
Collected credit card information for transactions and posted charges for customers.
Maintained organized and clean front desk area to promote professional working standards and environment.
Reviewed accounts and charges with guests at checkout.
Checked guests in and out promptly, facilitating smooth arrivals and departures.
Sorted, organized and maintained office records.
Collected documents to be filed from departments and staff.

HEALTH CARE ASSISTANT

Northeastern University

Boston, MA

05.2021 - 11.2023

Enforced policies to maintain compliance with standards and avoid unnecessary liabilities arising from substandard care.
Planned and organized health services administration, including manpower, logistics and aeromedical evacuation.
Compiled data, built operational reports and shared health services information via polished presentations to guide future operations.
Documented vital signs to track medical symptoms and the progress of treatments.
Used EMR system to input and update patient health records.
Recorded vital signs following instructions from medical staff.
Reminded patients to take prescribed medications.
Monitored and recorded patient data to identify and report changes.

FRONT DESK AGENT/ SUPERVISOR

Hampton Inn

Revere, MA

07.2021 - 07.2023

Managed guest reservations and room assignments.
Collected credit card information for transactions and posted charges for customers.
Supported guests and provided assistance with problems.
Reviewed accounts and charges with guests at checkout.
Increased guest satisfaction ratings through prompt and quality service.
Assisted customers with obtaining available hotel services.
Coordinated with housekeeping or maintenance departments to help resolve room problems.
Represented brand and upheld high standards of quality and service.
Communicated with housekeeping teams regarding clean and available rooms.
Verified customer credit and payments during check-ins.
Received and held packages and mail for guests.
Answered inquiries regarding travel, dining and entertainment options.
Oversaw concierge services to help guests enjoy amenities.
Made and confirmed room reservations for guests and for dinners and entertainment.

CUSTOMER SERVICE SPECIALIST/ SUPERVISOR

Fedex Express

East Boston, MA

03.2014 - 02.2022

Directed phone calls to shorten service time and steer conversations towards targeted solutions.
Fostered productive business relationships and promoted long-term growth opportunities.
Used business development frameworks and strategic growth strategies to develop short- and long-term customer service plans.
Utilized computer systems to research and record account information.
Handled escalated callers constructively to provide positive outcomes for members.
Validated data and resolved problems related to system-generated information.
Documented detailed notes in CRM system to track customer interactions.
Assisted associates with problem resolutions.
Engaged members in conversation to offer products and services to meet needs and goals.
Implemented best practices in fostering exceptional customer care support and satisfying customers.
Responded to customer questions and complaints and documented consumer communications.
Directed individuals on usage and benefits of self-service tools.
Delivered high level of service and support to customers as company ambassador.
Placed outbound calls to existing members to provide additional consultation on products and services.
Navigated multiple systems to identify source of issue.
Responded to questions and followed up on customer interactions.
Took ownership of member issues to obtain five-star ratings and referrals.

Education

HIGH SCHOOL DIPLOMA -

East Boston High