JUDNA DESRIVIERES
Miami Gardens,FL
Summary
I am seeking a new opportunity to grow and sharpen my hospitality experience and leadership. Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects with a high degree of accuracy.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Claim Customer Service Representative
TTEC Services - USAA
12.2022 - 09.2023
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Responded to customer requests for products, services, and company information.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Trained new customer service representatives on best practices, policies and procedures.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Advised customers on required information for claim submissions to progress applications.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Verified client information by analyzing existing evidence on file.
Healthcare Customer Service Representative
TTEC - Blue Cross Blue Shield/CVS
08.2021 - 12.2022
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Supported accounts receivable operations within assigned functions.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Overnight Front Office Supervisor/ Manager on Duty
Mandarin Oriental Miami
Miami, FL
07.2018 - 08.2021
- Acting as Manager on duty weekly and report to the executive committee
- Restructure night audit procedures and tasks to improve organizational efficiency
- Responsible for ordering and maintaining inventory for office supplies and gift shop needs
- Reconcile daily work duties and transactions regarding Front Desk operations, ensuring accurate adjustments and proper account and code applications
- Pivotal role as night auditor in charge of audit notes, reports, and financial documentation
- Preparation of daily income statements and handled all hotel duties including check-ins, checks-out, bell calls, housekeeping calls, security issues, audit, and accounting tasks in a timely manner
- Provide excellent guest service, respond to guest’s queries, and anticipates their need
- Posting any transaction needed to perform end-of-the day procedures
- Handle cash, credit, and debit card transactions balances cash float at the end of the shift
- Trained new hires and cross trained
- Added complimentary amenities in the lobby to improve guest satisfaction.
Night Audit Supervisor / Manager
JW Marriott Marquis
Miami, FL
04.2018 - 07.2018
- Acting as Manager on duty weekly and report to the executive committee
- Preparing Gross Revenue Report nightly
- Responding to guest issues with empathy and immediacy with an emphasis on customer service
- Enhancing guest satisfaction throughout anticipation
- Provided accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction
- Verifying revenue from all sources is accurately balanced, follow up on any discrepancies
- Posting any transaction needed to perform end-of-the day procedures
- Generate reports for accounting department and management, outlining room occupancy totals, daily transactions entering all pertinent information into bookkeeping system
- Oversee the front desk staff to ensure optimal guest experience and smooth front desk operation.
Night Auditor
JW Marriot Marquis
Miami, FL
11.2016 - 04.2018
- Greeted guests, issued room keys, recommended activities and dining facilities within the hotel
- Checked guests in and out of the hotel and processed payments
- Made changes and confirmed reservations by means of the Lodging Management Systems
- Provided accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction
- Assisted current and future guests with local travel arrangements
- Maintained the hotel’s high standard of service and hospitality
- Provide the maximum quality of service to the guests
- Generate reports for accounting department and management, outlining room occupancy totals, daily transactions entering all pertinent information into bookkeeping system.
Night Auditor
Pullman Hotel
Miami, FL
11.2015 - 11.2016
- Balance the account books after they arrive for their shift
- Look for any mistakes in the entries made by the front desk clerks and rectify them using the receipts issued
- Run end of day process in property management software
- Communicate and work well with supervisor and hotel employees
- Manage the front desk during the night shift and even attend calls on behalf of the company
- Handles, understands, and responds to customer complaints and needs calmly and advises effectively or seeks assistance from management
- Welcome the guests that arrive and help them check into the hotel
- Make bills for the guests who check out during the night, calculate the bills, and make entries for them in the books.
Night Auditor
Sofitel Miami Luxury Hotel
Miami, FL
01.2015 - 11.2015
- Complete knowledge of the services provided by the hotel so they can answer the queries of the guests
- Coordinate with the accountant of the hotel and make reports for the entire transactions to the manager
- Run end of day process in property management software
- Balance all the financial account at the end of the financial year
- Given possession of all the keys during their shift and hence, manage all the keys and employees during nighttime
- In the morning, send all the financial documents like checks, credit receipts to the bank for collection
- Trained newly hired employees.
Receptionist
Performance Food Services, Office Team Staffing
Miami, FL
12.2014 - 12.2014
- Answer phones and operate a switchboard
- Answer inquiries about the company
- Greet visitors warmly and make sure they are comfortable
- Call persons waiting for visitor and book them a room to meet in
Data Entry Clerk
Midea of America, Office Team Staffing Agency
Miami, FL
11.2014 - 11.2014
- Compares data entered with source documents, or re-enters data in verification format on screen to detect errors
- Enters alphabetic, numeric, or symbolic data from source documents into the computer
- Using data entry devices, such as a keyboard or optical scanner, and the following format displayed on the screen.
Education
Associate - Information Technology, Computer Science
Broward College
Miami, FL 01.2017 - 05.2018
Certified in Hospitality & Tourism Management -
Florida Atlantic University
04.2020 - 04.2020
Certified in Hospitality Manager: Leadership - undefined
American Hotel & Lodging Educational Institute (AHLEI)
2020-2022 Certified in CPR (Cardiopulmonary Resuscitation) American - undefined
Heart Association
Certified in TIPS (Training for Intervention ProcedureS) - undefined
Health Communications INC
Arlington, VA 01.2020 - 05.2023
Associate - Computer Technology, Information System Management
Rasmussen College
Rockford, IL 01.2013 - 05.2014
Certified in Customer Service Job Corp -
Grafton Job Corps
Boston, MA 01.2011 - 05.2011
Skills
Microsoft Office (Word, Excel, PowerPoint, Outlook) and Web Browsers and Google Suiteundefined
Timeline
Claim Customer Service Representative
TTEC Services - USAA
12.2022 - 09.2023
Healthcare Customer Service Representative
TTEC - Blue Cross Blue Shield/CVS
08.2021 - 12.2022
Certified in Hospitality & Tourism Management -
Florida Atlantic University
04.2020 - 04.2020
Certified in TIPS (Training for Intervention ProcedureS) - undefined
Health Communications INC
01.2020 - 05.2023
Overnight Front Office Supervisor/ Manager on Duty
Mandarin Oriental Miami
07.2018 - 08.2021
Night Audit Supervisor / Manager
JW Marriott Marquis
04.2018 - 07.2018
Associate - Information Technology, Computer Science
Broward College
01.2017 - 05.2018
Night Auditor
JW Marriot Marquis
11.2016 - 04.2018
Night Auditor
Pullman Hotel
11.2015 - 11.2016
Night Auditor
Sofitel Miami Luxury Hotel
01.2015 - 11.2015
Receptionist
Performance Food Services, Office Team Staffing
12.2014 - 12.2014
Data Entry Clerk
Midea of America, Office Team Staffing Agency
11.2014 - 11.2014
Associate - Computer Technology, Information System Management
Rasmussen College
01.2013 - 05.2014
Certified in Customer Service Job Corp -
Grafton Job Corps
01.2011 - 05.2011
Certified in Hospitality Manager: Leadership - undefined
American Hotel & Lodging Educational Institute (AHLEI)
2020-2022 Certified in CPR (Cardiopulmonary Resuscitation) American - undefined
Heart Association
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