Cyra Blake
Chicago,US
Summary
Compassionate, Dedicated and safety-focused professional with over 10 years of experience in customer service, healthcare, and hospitality, including supervisory roles and general service sectors. Adept at resolving complex issues with a calm and empathetic approach, ensuring customer satisfaction and loyalty. Possesses excellent communication skills, a keen eye for detail, and a strong ability to work effectively both independently and as part of a team. Proven track record of managing high-volume interactions, maintaining composure under pressure, and exceeding performance targets. Committed to continuous improvement and passionate about creating positive experiences for every customer.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead Night Auditor
Doubletree By Hilton Hotel/Hilton Grand Vacation
04.2024 - Current
- Supervise overnight front desk operations, ensuring guest safety, comfort, and satisfaction.
- Resolve guest issues calmly and professionally, including emergency situations and complaints.
- Managed incoming calls, emails and faxes per day from guest.
- Provided quick, complete responses to guest requests and concerns to create pleasant stays.
- Generated daily reports to keep leadership informed about arrivals, departures and overall occupancy.
- Assisted guests with after-hours check-ins and check-outs, providing a welcoming atmosphere despite late-night arrivals or departures.
Front Desk Agent/Night Auditor
Doubletree By Hilton Hotel
04.2019 - 03.2024
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled stressful guest situations with confidence and maintained a safe environment.
- Managed financial reports and ensured accuracy of overnight audits.
- Collaborated with front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
Patient Access Specialist
Memorial Hospital West
06.2022 - 12.2023
- Answered incoming calls, scheduled appointments and filed medical records.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Engaged with patients to provide critical information.
- Resolved customer complaints using established follow-up procedures.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Education
Master of Science - Public Health Nursing
Southern New Hampshire University
Manchester, NH04-2025
Bachelor of Science - Business Administration And Management
Columbia Southern University
Orange Beach, AL06.2022
Bachelor of Arts - Hospitality And Tourism Management
Columbia Southern University
Orange Beach, AL03.2022
Associate of Science - Business Administration And Management
Columbia Southern University
Orange Beach, AL04.2019
Diploma - Home Health Aide
Ruby's Academy For Health Occupations
Sunrise, FL05.2015
Diploma - Flight Attendant Training
International Institute of Travel
Ontario, CA, Canada01.2014
High School Diploma -
Piper High School
Sunrise, FL04.2009
Skills
- Exceptional customer service skills with the ability to assist individuals with diverse needs
- Strong focus on safety, compliance, and following established procedures
- Excellent customer service skills with the ability to assist individuals with diverse needs
- Calm, adaptable, and effective in fast-paced and high-pressure environments
- Able to work independently as well as collaboratively within a team
- Dependable and punctual, with a strong record of reliability
- Adaptable to schedule changes and evolving operational demands
- Knowledgeable in emergency procedures, including basic first aid and CPR response
- Clear and confident communicator, both verbally and non-verbally
- Strong decision-making skills aligned with organizational policies and values
Certification
- Certified First Aid and CPR
- Certified BLS
- Certified Personal Care Assistant
- Certified Food Handler
Timeline
Lead Night Auditor
Doubletree By Hilton Hotel/Hilton Grand Vacation
04.2024 - Current
Patient Access Specialist
Memorial Hospital West
06.2022 - 12.2023
Front Desk Agent/Night Auditor
Doubletree By Hilton Hotel
04.2019 - 03.2024
Bachelor of Science - Business Administration And Management
Columbia Southern University
Bachelor of Arts - Hospitality And Tourism Management
Columbia Southern University
Associate of Science - Business Administration And Management
Columbia Southern University
Diploma - Home Health Aide
Ruby's Academy For Health Occupations
Diploma - Flight Attendant Training
International Institute of Travel
High School Diploma -
Piper High School
Master of Science - Public Health Nursing
Southern New Hampshire University