Katrina Tocol
Anaheim,CA
Summary
Seeking a position where my interpersonal skills can be utilized. Inspire team commitment to meet company goals, management objectives and high-quality performance standards. Ability to work independently, as well as part of a team; detailed-oriented accurate efficient.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
Front Desk Host
Hyatt Regency Newport Beach
05.2024 - Current
- Resolved guest complaints professionally by listening attentively, empathizing with their concerns, and offering solutions that met both parties'' needs.
- Assisted guests with booking reservations, ensuring accuracy and personalizing their stays according to preferences.
- Supported sales team efforts by providing leads for potential clients based on guest feedback or interactions with local businesses during daily operations.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns at the front desk.
- Provided exceptional customer service by going above and beyond to accommodate guest requests or special needs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled cash transactions accurately, balancing daily receipts and maintaining financial security for the hotel.
CUSTOMER SERVICE ASSOCIATE
PROSOURCE
04.2023 - 12.2023
- Respond to students' questions regarding their preparation for the online English test.
- Check students’ eligibility for IELTS, OET, PTE, TOEFL AND CELPIP.
- Provide sales on every student’s inquiry
- Manage and handle task of team members
- Assist colleagues on reports on Salesforce
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Increased team productivity with effective communication and coordination of tasks.
- Conducted customer feedback surveys to gather insights and identify areas for improvement.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Collaborated with product team to communicate customer feedback, leading to improved product offerings.
MEMBER ENGAGEMENT ADVOCATE
CHANGE HEALTHCARE
10.2021 - 03.2023
- Assist members to apply for Medicare and Medicaid Program
- Check members eligibility.
- Outbound and Inbound calls to each members of the insurance
- Reviewing accounts for each members of different insurance
- Research and check members status in different insurance if eligible for Social Security Help
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed sensitive cases with discretion, protecting client confidentiality and trust.
PAYMENT VARIANT REPRESENTATIVE
CONIFER HEALTH SOLUTIONS
06.2020 - 06.2021
- Following up on unpaid claims within standard cycle timeframe.
- Checking each insurance payment for accuracy and compliance contract discount.
- Outbound calls to insurance companies regarding discrepancy in payments if necessary.
- Reviewing accounts for insurance of patient follow-up
- Research and appealing denied claims.
LEAD MARKETING
SUPPORTWARE
06.2019 - 05.2020
- Generates and qualify prospective leads to build up sales pipeline.
- Booked sales meetings for prospective clients.
- Manage, track progress in Salesforce.
- Conduct high-volume outreach campaigns.
- Researched and evaluated potential new markets and products.
- Managed campaigns for various clients that consistently exceeded sales goals.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Developed questionnaires and facilitated focus group discussions.
FIELD REVIEWER ADVOCATE
CHANGE HEALTHCARE
11.2018 - 05.2019
- Handles employee who retrieves medical records.
- Payroll assistant
- Support my team in obtaining the medical record.
- Supervising 8 associates to carry out daily customer service operations.
- Exceed teams’ goal and collaborate with staff members.
CHART RETRIEVAL
CHANGE HEALTHCARE
02.2018 - 06.2018
- Recover medical records for each health plan.
- Assist doctors to obtain medical record for each patient.
- Improve and develop the process.
CUSTOMER SUPPORT
CAPITAL ONE
01.2017 - 12.2017
- Assist customers with billing concern.
- Assist customers with credit card applications.
- Offer different types of credit cards.
CUSTOMER SUPPORT
BARCLAYS
01.2016 - 12.2016
- Handled banking finance in UK.
- Offer debit and credit cards.
- Handles small business accounts.
- Assist on monthly payments.
- Upsell on upgrading credit cards.
CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER CONTACT CHANNELS
06.2014 - 12.2015
- Inbound calls, assist questions for car reservation account Dollar/Thrifty.
- Make a sales target plan for the month.
- Provides after sales service for customer.
Education
Bachelor of Science and Degree in Commerce - Marketing Management
Southville International School And College
MANILA01.2014
Bachelor of Science and Degree in Commerce - Marketing Management
St. Scholastica’s College Manila
01.2011
Skills
- Strong analytical skills
- Microsoft Office
- Communication Skills
- Leadership
- Time management
- Scheduling appointments
- Basic accounting
- Microsoft office
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Attention to detail
- Multitasking
- Verbal and written communication
- Adaptability and flexibility
- Professionalism
Timeline
Front Desk Host
Hyatt Regency Newport Beach
05.2024 - Current
CUSTOMER SERVICE ASSOCIATE
PROSOURCE
04.2023 - 12.2023
MEMBER ENGAGEMENT ADVOCATE
CHANGE HEALTHCARE
10.2021 - 03.2023
PAYMENT VARIANT REPRESENTATIVE
CONIFER HEALTH SOLUTIONS
06.2020 - 06.2021
LEAD MARKETING
SUPPORTWARE
06.2019 - 05.2020
FIELD REVIEWER ADVOCATE
CHANGE HEALTHCARE
11.2018 - 05.2019
CHART RETRIEVAL
CHANGE HEALTHCARE
02.2018 - 06.2018
CUSTOMER SUPPORT
CAPITAL ONE
01.2017 - 12.2017
CUSTOMER SUPPORT
BARCLAYS
01.2016 - 12.2016
CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER CONTACT CHANNELS
06.2014 - 12.2015
Bachelor of Science and Degree in Commerce - Marketing Management
Southville International School And College
Bachelor of Science and Degree in Commerce - Marketing Management
St. Scholastica’s College Manila
Similar Profiles
Kiana BellKiana Bell
Asst. Human Resources Manager at Hyatt Regency Newport BeachAsst. Human Resources Manager at Hyatt Regency Newport Beach
ANA ROSALESANA ROSALES
Assistant Director of Operations at Hyatt Regency Newport BeachAssistant Director of Operations at Hyatt Regency Newport Beach
SANEESH C SIMONSANEESH C SIMON
Head of Engineering at Hyatt Regency Newport BeachHead of Engineering at Hyatt Regency Newport Beach
Gary PagdilaoGary Pagdilao
RN – CLINICAL INSTRUCTOR at Chaffey CollegeRN – CLINICAL INSTRUCTOR at Chaffey College
Karen BahenaKaren Bahena
Administrative Assistant at Majeih Apparel Inc.Administrative Assistant at Majeih Apparel Inc.