Summary
Overview
Work History
Education
Skills
Timeline
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Glennesia Manning

Miami,FL

Summary

Service-oriented Guest Service Representative with a strong background in hospitality and customer service. With proven skills in problem-solving, effective communication, and conflict resolution, consistently ensure guest satisfaction and loyalty. Positively impacted previous workplaces by elevating guest experiences, maintaining high standards of cleanliness and organization, and effectively managing front desk operations.

Overview

10
10
years of professional experience

Work History

Guest Service Representative

Spirit Airlines Inc.
MIAMI, FL
06.2018 - Current
  • Helps customers with flight reservations, itinerary changes, baggage concerns and questions about customer loyalty programs. Face-to-face interaction occurs at airports
  • Assists passengers with check-in, issues tickets
  • Provides flight information, checks baggage and solves ticket-related travel problems
  • Check boarding passes, upgrade seats and reissue tickets when a flight is overbooked
  • Provided guidance to new team members on how to perform tasks correctly.
  • Resolved guest complaints in a professional manner.
  • Promoted loyalty programs to encourage repeat business

Quality Assurance Analyst

Inktel Contact Center Solutions
Miami, FL
03.2017 - 08.2020
  • Worked closely with developers during sprints providing feedback on user stories created.
  • Established quality metrics and benchmarks to measure and report on product quality and testing progress.
  • Worked with off-site teams to complete timely tests and facilitate smooth product releases.
  • Conducted internal audits to measure adherence to established QA standards.
  • Utilized client satisfaction surveys to improve service quality.
  • Collaborated with developers to diagnose problems and devise solutions.
  • Developed corrective and preventive action plans to resolve non-compliance issues.
  • Provided support for internal customers by troubleshooting reported issues quickly and accurately.
  • Facilitated training sessions for junior QA analysts on testing techniques and best practices.
  • Developed process improvements to enhance overall data quality.

Medical Assistant

First Source LLC
Miami, FL
01.2019 - 06.2020
  • Maintained historical records by microfilming and filing documents.
  • Reviewed patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies.
  • Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
  • Maintained accounting ledgers by verifying and posting account transactions.
  • Generated monthly invoices for patients based on services provided according to established fee schedules.
  • Charged expenses to accounts and cost centers by analyzing invoice and expense reports.
  • Monitored customer account details for non-payments, delayed payments, and other irregularities.
  • Prepared billing statements for patients, ensuring correct diagnostic coding.
  • Verified accuracy and integrity of motor vehicle and workers' compensation claims through careful research and analysis.
  • Verified the accuracy of claim data prior to submission to insurance carriers.

Customer Service Representative

AT&T
Miami, FL
05.2015 - 06.2016
  • Use telephones to reach out to customers and verify account information
  • Answer questions about warranties or terms of sale
  • Utilize computer technology to handle high call volumes
  • Assist with placement of orders, refunds, or exchanges
  • Cancel or upgrade accounts
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.

Education

Associate of Science - Health Sciences

Miami Dade College
Miami, FL
09-2019

High School Diploma -

MIAMI EDISON SENIOR HIGH
MIAMI FL
06-2011

Skills

  • Shift change management
  • Room charging
  • Check-in coordination
  • Concierge support
  • Loyalty promotion
  • Event planning
  • Product sales
  • Detail-oriented

Timeline

Medical Assistant

First Source LLC
01.2019 - 06.2020

Guest Service Representative

Spirit Airlines Inc.
06.2018 - Current

Quality Assurance Analyst

Inktel Contact Center Solutions
03.2017 - 08.2020

Customer Service Representative

AT&T
05.2015 - 06.2016

Associate of Science - Health Sciences

Miami Dade College

High School Diploma -

MIAMI EDISON SENIOR HIGH

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Glennesia Manning