Kay Wright
Sunshine Hot Yoga
8
years of professional experience
Hospitality professional with a proven track record across airline, hotel, and guest-facing service roles, combining polished customer service with a results-driven approach to upselling and revenue generation. Skilled at building rapport quickly, resolving guest needs under pressure, and converting service interactions into repeat business. Known for reliability, poise in high-volume environments, and a genuine passion for creating memorable guest experiences.
Work History
Front Desk Guest Service Agent
9 Months- Served as a front-line brand ambassador for a premium hospitality property, managing 100+ guest interactions daily while delivering exceptional customer service.
- Resolved 90% of guest inquiries on the first interaction, demonstrating the ability to think quickly, take full ownership of the guest experience, and deliver confident solutions without escalation.
- Converted guest inquiries into confirmed bookings by identifying needs and recommending achieving a 15% close rate.
- Upsold room upgrades, amenities, and packages during guest interactions contributing to 15% increase in ancillary revenue per shift
Yoga Instructor
4 Years- Led diverse yoga classes and adapted techniques to meet varying student needs and skill levels.
- Engage with prospective customers through inbound and outbound sales conversations.
- Boosted client retention rates by fostering positive relationships and providing personalized guidance on their yoga journey.
- Participate in ongoing training, coaching, and professional development activities.
Medical Collector I
2 Years 3 Months- Resolved complex accounts with billing issues and conducted research in response to payer denials through written and oral communication.
- Correctly complete and resubmit claims with hospital UB04 billing for outpatient services, resolve CCI edits, and Medicare DDE/FISS data input.
- Reviews documentation, conducts research/investigation, evaluates, negotiates and resolves claims in accordance with contracts, agreements, and insurance policies.
- Maintained multiple insurance provider databases to handle each account effectively.
Claims Representative
5 Months- Support customer inquiries and insurance policy needs by answering questions regarding coverage, rates, and billing issues.
- Care for customers recently in accidents, building customer loyalty through exceptional listening and demonstrating empathy while setting up new claim reports.
- Establishes claim files; updates logs and other statistical data. Prepares correspondence and reports as necessary. Files medical reports, accident reports and other pertinent data in the respective claim files.
- Efficiently manage 50+ clients per day through a steady stream of customer calls with 90% success rate.
Medical Collector
4 Years 1 Month- 3+ years of experience with collections, claims processing, medical billing, and customer service.
- Generated over $250,000 in revenue on overdue provider accounts during fiscal year in a team based environment.
- Understanding of payer contracts through research in EPIC, FinThrive, & Emdeon.
- Monitors trends as they relate to payer relations& debt reconciliation. Provides feedback on ways to improve service and company policies and procedures.
Education
Associate of Communications - Communications
Registered Professional Reporter - Court Reporting
Skills
Guest relations
Reservation management
Problem-solving skills
Listening skills
Sales Experience
Customer service
Timeline
Front Desk Guest Service Agent
Hilton Hotels Corporation
11.2025 - CurrentRead More
Medical Collector I
Mount Sinai Medical Center
08.2023 - 11.2025Read More
Yoga Instructor
Sunshine Hot Yoga
08.2022 - CurrentRead More
Claims Representative
Progressive
02.2022 - 07.2022Read More
Medical Collector
University of Miami
05.2018 - 06.2022Read More
Miami Dade College
Associate of Communications from Communications
Read More
Atlantic Technical College
Registered Professional Reporter from Court Reporting
Read More