Damara Guillory
Hutto,TX
Summary
Dynamic Customer Service Representative IV with a proven track record at Health and Human Services, Texas. Expert in problem-solving and policy interpretation, I excel in client support and account management. Proven ability to manage databases, provide exceptional customer service, and support regulatory processes in fast-paced environments.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Representative IV
Health and Human Services, Texas
Austin, TX
08.2023 - Current
- Assisted clients with inquiries about health, long-term care, and hospice.
- Confirm eligibility requirements for various assistance programs.
- Researched and analyzed complex data within multiple systems to resolve any issues, and ensured claims continued to be processed accordingly.
- Processed claims and billing issues for Medicaid LTC providers, recipients, agency case workers, and eligibility staff via emails, reports, correspondence, or hotline.
- Provide training to Medicaid providers on how to address or resolve issues in filing and processing claims.
- Interpret section policies and procedures for processing claims and service authorizations for LTC providers. Collaborate with PCS coaches to resolve more complex claims, billing issues, or provider concerns.
General Manager
Bahadis Restaurant Group
<ul>
<li>Oversaw daily operations</li>
<li>Developed and implemented staff training programs for improved service.</li>
<li>Managed inventory levels, ensuring timely supply of food and beverages.</li>
<li>Maintained employee records, ensuring accuracy and confidentiality of all documents.</li>
<li>Leveraged internal HR databases to organize and maintain personnel records, enter employee data, and update previous data.</li>
</ul>
01.2017 - 01.2022
- Oversaw daily operations
- Developed and implemented staff training programs for improved service.
- Managed inventory levels, ensuring timely supply of food and beverages.
- Maintained employee records, ensuring accuracy and confidentiality of all documents.
- Leveraged internal HR databases to organize and maintain personnel records, enter employee data, and update previous data.
Corporate Sales Specialist
Starwood Hotel & Resorts
TX, TX
05.1999 - 02.2017
- Handled customers' account enrollment, reservations, customer experience and complaints, billing and invoicing discrepancies, and general inquiries.
- Facilitated communication between departments to ensure timely completion of projects.
- Provided account management services and maintained strong relationships with clients.
- Negotiated vendor contracts and facilitated annual RFPs (Requests for Proposals).
Education
AUSTIN COMMUNITY COLLEGE
01.2004
Skills
- Excellent communication
- Customer service
- Attention to detail
- Adaptability
- Time management
- Microsoft Suite, CRM
- Problem solving
- Account management
- Client support services
- Policy interpretation and communication
- Problem solving and conflict resolution
- Vendor management
- Contract negotiation
Websites
Certification
Certified Notary Public
Custom
- Ronald McDonald House
- BBB for the Homeless
Awards
- Sales Person of the Year, 2012, Nominee
- Prospect Account Sales, 2011, Nominee
- Corporate Sales Specialist, 1999-2017
Timeline
Customer Service Representative IV
Health and Human Services, Texas
08.2023 - Current
General Manager
Bahadis Restaurant Group
01.2017 - 01.2022
Corporate Sales Specialist
Starwood Hotel & Resorts
05.1999 - 02.2017
AUSTIN COMMUNITY COLLEGE
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