Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Cheryl A. Smith

Houston,TX

Summary

Dynamic professional with extensive experience at Hyatt, specializing in customer service and first-contact resolution. Proven track record in managing multiple inquiries while maintaining high guest satisfaction levels. Expertise in technical support, crisis resolution, insurance verification, and billing and coding, with a focus on compliance and detail. Committed to enhancing operational efficiency and fostering positive guest experiences through compassionate service.

Overview

15
15
years of professional experience

Work History

Chat Care Associate/Quality Assurance

Hyatt - Remote
Work At Home
07.2021 - Current
  • Deliver customer support via live chat for hotel reservations and loyalty program inquiries.
  • Manage up to three simultaneous chats, ensuring accuracy and a positive tone throughout.
  • Swiftly resolve guest issues to foster loyalty and satisfaction.
  • Assist frequently with audits in Quality Assurance to uphold service standards.
  • Educate agents by providing feedback and resources for improvement in service and sales.

Benefits Specialist (temp)

Randstad
Work At Home
12.2021 - 02.2022
  • Executed insurance benefit verifications and pre-call provider credential checks efficiently.
  • Corrected diagnosis and CPT/J-codes while verifying tax IDs and managing payer logistics.
  • Documented interactions with precision using internal codes and systems for accuracy.

Technical Advisor - Chat

Kelly Connect
Work At Home
09.2019 - 10.2020
  • Provided remote technical support for Apple devices, including iPhones and iPads.
  • Scheduled repairs and Genius Bar appointments, ensuring a calm and helpful environment.
  • Guided customers through troubleshooting processes with clarity and patience.

Credentialing Coordinator

ProMed Healthcare Services
Lakeland, FL
01.2015 - 08.2019
  • Verified and collected credentials for RNs, LPNs, and CNAs in compliance with state and federal regulations.
  • Maintained communication with hospitals and medical facilities to ensure timely placements.
  • Assisted with Level 2 background checks and conducted compliance audits.

Triage Coordinator

Good Shepherd Hospice
Auburndale, FL
02.2010 - 08.2014
  • Managed after-hours triage calls and crisis situations with urgency and compassion.
  • Coordinated care delivery among on-call staff, pharmacy, social workers, and chaplains.
  • Supported families during end-of-life situations, ensuring continuous crisis care coverage.
  • Assisted with billing and claims processing, ensuring accurate code entry and data collection.

Education

Bachelor of Arts - Elementary Education And Special Education

Grand Canyon University
Online

Skills

  • Customer service via chat and phone
  • Crisis and conflict resolution
  • Quality Assurance
  • Technical support expertise
  • Insurance verification and claims processing
  • Billing and Coding experience
  • Nurse credentialing and compliance
  • Remote work proficiency
  • Fast and accurate typing (60 WPM)
  • HIPAA compliance
  • Medical terminology knowledge
  • Detail-oriented adaptability
  • Microsoft Office Suite proficiency

References

References available upon request.

Timeline

Benefits Specialist (temp)

Randstad
12.2021 - 02.2022

Chat Care Associate/Quality Assurance

Hyatt - Remote
07.2021 - Current

Technical Advisor - Chat

Kelly Connect
09.2019 - 10.2020

Credentialing Coordinator

ProMed Healthcare Services
01.2015 - 08.2019

Triage Coordinator

Good Shepherd Hospice
02.2010 - 08.2014

Bachelor of Arts - Elementary Education And Special Education

Grand Canyon University

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