Emily Castano
Sunrise
Summary
Driven individual highly skilled in managing reservations, telephone calls, paperwork and customer inquiries. Native Spanish speaker and fluent in English language. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Polite and positive, and proficient in assisting guests and customers with their needs. Easily adaptable to change and able to perform well under pressure being able to multitask on a fast-paced environment. Well-versed in successful sales techniques and approaches, relationship building and long-term customer retention strategies. Demonstrated competency in client acquisition and closing. Focused on maximizing bottom-line profitability by satisfying customer needs. Natural leader with proven record of exceeding targets and driving customer service excellence. Skilled in training and mentoring new associates on methods and techniques. Passionate about helping customers and delivering exceptional experiences with every interaction.
Overview
9
9
years of professional experience
Work History
Client Service Representative
Lighthouse Finance Solutions
Sunrise
07.2024 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Learned and worked plattaforms such as LeadTrac and Global Holdings
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Authorizations Coordinator
Heart & Vascular Center Of South Florida
03.2023 - 04.2024
- Streamlined authorization processes by implementing efficient workflow management strategies.
- Enhanced team productivity through effective communication and collaboration with cross-functional departments.
- Submitted for prior authorization with required documentation to appropriate funding source.
- Maintained consistent follow-up on status of prior authorization requests.
- Calculated estimated copay based on current insurance benefits.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes using ECW.
- Epic knowledge.
- Maintained patient records with accuracy, ensuring confidentiality and compliance with HIPAA regulations.
Sales Associate
Advance Truck Parts
10.2019 - 11.2022
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Provided positive first impressions to welcome existing, new, and potential customers
- Engaged with customers to effectively build rapport and lasting relationships
- Maintained customer satisfaction with quick and professional handling of product returns
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Tracked stock using company inventory management software
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
Front Desk Agent
Courtyard By Marriott Fort Lauderdale Beach
11.2016 - 10.2019
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment
- Confirmed relevant guest information and payment methods to prevent fraud
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Used [FOSSE] to process reservations, check-ins, and check-outs
- Retrieved mail, packages, and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Education
Veterinary Technology -
City College of Hollywood
05.2027
Associate in Arts -
Broward College
High School Diploma -
South Plantation High School
High School Diploma -
Colegio de Cristo
ColombiaSkills
- Registration processing
- Room assignments
- Check in, and check out
- Decision-making abilities
- Training
- Personal Assistanting
- Inventory management
- Credit card processing
- Refunds and exchanges
- Written and verbal communication
- Multi-tasking ability
- Time Management
- Sales Expertise
- Materials Assembly
- ECW and Epic knowledge
- Animal handling, restraint, and
- feeding
- Basic grooming
- Medication administration and
- vaccines
- Knowledge of animal anatomy
- Ability to work with both large & small
- animals
- Create and maintain medical records
- Caring for animals in treatment,
- including monitoring their eating and
- other habits, exercising them,
- trimming their claws, and bathing
- them
- Educating animal owners on treatment
- plans, behavior changes, feeding,
- exercise and overall wellness for their
- animals
- Verbal and Written Communication
- Teamwork and Collaboration
- Stocking and Receiving
- Registration processing
- Providing information
- Problem-solving skills
- Decision-making abilities
- Training and mentoring
- Inventory management
- Patient Monitoring
- Intramuscular injection
Websites
Languages
5,5
Timeline
Client Service Representative
Lighthouse Finance Solutions
07.2024 - Current
Authorizations Coordinator
Heart & Vascular Center Of South Florida
03.2023 - 04.2024
Sales Associate
Advance Truck Parts
10.2019 - 11.2022
Front Desk Agent
Courtyard By Marriott Fort Lauderdale Beach
11.2016 - 10.2019
Veterinary Technology -
City College of Hollywood
Associate in Arts -
Broward College
High School Diploma -
South Plantation High School
High School Diploma -
Colegio de Cristo