Danielle Johnson
Visalia,CA
Summary
Focused senior representative proudly offering a background in customer/provider services. Detail-oriented and dependable professional with strong organizational, analytical and problem solving skills. Eager to apply strong attention to detail, accuracy and accountability to an auditing position while continuing to develop professionally in the field.
Overview
20
20
years of professional experience
Work History
Customer Service Senior Representative
The Cigna Group
Chattanooga, Tennessee
12.2020 - Current
- Managed customer inquiries and provided support for insurance products.
- Responded to phone inquiries swiftly
- Solving issues in a timely manner
- Attention to details. Making sure to quote accurate information to providers and not misquoting them.
- Collaborated with teams to enhance service delivery and customer satisfaction.
- Participating in a pilot for KX auditing. I audited calls to make sure my colleagues were utilizing knowledgeable articles while taking live calls.
- Maintained knowledge of industry regulations to ensure compliance in operations.
Front Desk Agent
InnVentures
Tulare, California
04.2016 - 12.2020
- Greeted guests warmly upon arrival and ensured smooth check-in process.
- Assisted with check-in and check-out procedures for guests.
- Managed reservations and coordinated room assignments efficiently.
- Answered phone inquiries and provided information on hotel services.
- Handled guest complaints professionally and resolved issues promptly.
- Provided excellent customer service while upholding company policies.
- Inputted guest information into computer system accurately and securely.
- Processed payments accurately and efficiently.
- Managed cash drawer responsibly throughout shift.
- Collaborated with housekeeping to ensure room readiness for guests.
- Maintained a clean and organized front desk area for optimal guest experience.
- Maintained cleanliness of lobby area at all times.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided information about hotel amenities, services, and local attractions.
- Answered phones, responded to inquiries, and took messages.
- Verified accuracy of room rates and other charges during check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Assisted in training new front desk staff on operational procedures.
Front Desk Agent
Quality Inn Hotel
Tulare, California
09.2006 - 04.2016
- Greeted guests warmly upon arrival and ensured smooth check-in process.
- Managed reservations and coordinated room assignments efficiently.
- Answered phone inquiries and provided information on hotel services.
- Handled guest complaints professionally and resolved issues promptly.
- Collaborated with housekeeping to ensure room readiness for guests.
- Assisted in training new front desk staff on operational procedures.
- Maintained a clean and organized front desk area for optimal guest experience.
- Assisted with check-in and check-out procedures for guests.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Resolved customer complaints promptly and courteously.
- Inputted guest information into computer system accurately and securely.
- Processed payments accurately and efficiently.
- Managed cash drawer responsibly throughout shift.
- Maintained cleanliness of lobby area at all times.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided information about hotel amenities, services, and local attractions.
- Verified accuracy of room rates and other charges during check-in process.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Ensured that all safety regulations were followed according to company standards.
- Monitored security cameras in lobby area as needed.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Input and confirmed reservations for guests.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Computed guest bills, collected payments, and provided accurate change.
- Issued room keys and escort instructions to bellhops.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
Education
Mount Whitney High School
Visalia, CASkills
- Customer service
- Customer support
- Call auditing
- Compliance knowledge
- Data entry
- Attention to detail
- Effective communication
- Telephone etiquette
- Chat support
- Problem solving
- Organization
- Customer rapport
Timeline
Customer Service Senior Representative
The Cigna Group
12.2020 - Current
Front Desk Agent
InnVentures
04.2016 - 12.2020
Front Desk Agent
Quality Inn Hotel
09.2006 - 04.2016
Mount Whitney High School