Giannina Quiroga

• Positions held: Account Coordinator and Account Manager for frontline, Customer Service and Operations Specialist And Senior Operations Specialist for Fraud Investigations.

Customer Service-Frontline:

• Resolved customer inquiries across phone, email, and chat with accuracy and professionalism.
• Trained new representatives on call handling, account procedures, and service standards.
• Collaborated with internal teams to streamline workflows and improve response times.
• De-escalated difficult interactions using clear communication and strong problem-solving skills.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Fraud Investigations:

• Investigated complex fraud cases using transaction analysis, case management systems, and supporting documentation.
• Reviewed account behavior, claims, and alerts to identify patterns consistent with internal or external fraud.
• Documented investigative findings clearly for legal, compliance, and escalation review.
• Collaborated with compliance, security, and operations teams to strengthen fraud detection procedures.
• Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
• Conducted prompt and thorough investigations on referred files.
• Reviewed transactional data, account behavior, and supporting evidence to confirm fraud indicators.
• Monitored high-risk accounts and trends to support proactive fraud prevention efforts.
• Developed targeted training programs for new hires, increasing their proficiency in fraud investigation techniques and processes.

• Coordinated patient movement between reception, waiting areas, and treatment rooms with careful attention to comfort and privacy.
• Assisted patients with wheelchairs, walkers, and mobility support while maintaining safe transfer practices.
• Sanitized transport equipment and high-touch surfaces to maintain infection control standards.
• Monitored patient readiness before escorting individuals to procedures, exams, and post-op areas.
• Warmly greeted patients and visitors and made each feel welcome.
• Reduced patient anxiety during transport by maintaining open communication and answering questions.

• Delivered attentive tableside service, ensuring accurate food and beverage orders through POS systems.
• Resolved guest concerns promptly, preserving satisfaction and supporting repeat visits.
• Recommended menu items, daily specials, and beverage pairings to enhance dining experience.
• Maintained clean, organized sections and followed sanitation standards throughout service.
• Supported shift operations by communicating priorities, balancing workloads, and improving team efficiency.
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Served food and beverages promptly with focused attention to customer needs.

• Positions held: Server, Bartender
• Prepared classic cocktails, wine, and beer orders accurately while maintaining fast-paced service standards.
• Recommended beverage pairings and menu items to enhance guest satisfaction and check sizes.
• Maintained clean, organized bar stations by stocking supplies, restocking product, and sanitizing equipment.
• Managed POS transactions, split checks, and cash handling with accuracy during peak dining periods.
• Coordinated with servers and kitchen staff to deliver timely drink orders and consistent guest experiences.
• Served high customer volumes during special events, nights, and weekends.
• Contributed to a positive work environment through effective teamwork and communication with colleagues.
• Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.

• Coordinated tableside service to maintain smooth pacing during peak dining periods
• Maintained detailed awareness of daily specials, allergens, and menu modifications
• Ensured consistent hospitality through attentive service, timing, and follow-through
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
• Cultivated warm relationships with regular customers.
• Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
• Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.

• Positions held: Hostess, Server, Bartender, Trainer, To-go server, Delivery, Wine Tasting
• Mixed cocktails, beer, and wine while maintaining consistent quality and presentation.
• Processed guest orders accurately using POS systems and handled payments efficiently.
• Delivered attentive service by anticipating guest needs and resolving concerns promptly.
• Maintained clean bar stations, polishe glassware, and followed sanitation procedures.
• Restocked liquor, mixers, and supplies to keep service areas fully prepared.
• Recommended beverages and menu items to support guest satisfaction and sales.
• Collaborated with servers and kitchen staff to ensure smooth, timely service.
• Completed opening and closing duties, including setup, cleanup, and inventory checks.