Kiersty Quezon
Night Auditor / Front Desk
Sacramento,CA
Summary
Responsible Night Auditor focused on improving business operations and increasing administrative accuracy. Adaptable in handling diverse customer and business issues. Well-organized, reliable and focused on long-term business success. Organized hospitality professional with dynamic attitude and strong desire to serve public. Excellent mathematical skills and accuracy. Known for professionalism, resourcefulness and multitasking skills. Reliable and trustworthy worker with dedication to accuracy and efficiency.
Overview
21
21
years of professional experience
Work History
Patient Relations Coordinator
UC Davis Health System
Sacramento, CA
04.2023 - Current
- Created and maintained positive relationships with patients, families, visitors, and medical staff.
- Responded to patient complaints in a timely manner according to established protocols.
- Maintained accurate records of all patient interactions.
- Provided support to patients in navigating the healthcare system.
- Assisted with scheduling appointments for patients following their discharge from hospital care.
- Ensured compliance with HIPAA regulations regarding confidentiality of patient information.
- Answered incoming calls from patients seeking assistance or advice related to their hospital stay or treatment plan.
- Coordinated efforts between various departments to ensure that all customer inquiries were addressed appropriately.
- Participated in team meetings focused on developing better ways of addressing customer concerns.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Facilitated communication between patients and healthcare providers.
Airport Operations Agent
Southwest Airlines
Sacramento & SFO, CA
11.2012 - 07.2022
- Provides legendary customer service by assuring weight and balance, efficient boarding of aircraft, and coordinating Ramp, Operations, Provisioning, and aircraft servicing to accomplish on-time performance
- Provide friendly service to and maintains positive relationships with all internal and external customers
- Coordinates loading and unloading of aircraft by monitoring ramp activities
- Closes flight files and maintains accurate flight papers. Ascertains that aircraft are adequately cleaned and provisioned prior to departure.
- Operates boarding bridge, and coordinates boarding and deplaning customers.
- Works with Gate agents to expedite the check-in process collects boarding passes and/or electronic boarding data and verifies boarding counts.
- Responsible for ground security and assuring operations follow security procedures.
- Prepares statistical reports to record information from trip papers. Operates equipment for flight information display systems and updates systems when operationally necessary.
Customer Service Agent
Pacific Aviation
San Francisco, CA
05.2012 - 10.2012
- Maintained knowledge of current promotions and exchange guidelines, payment policies and security practices.
- Maintained operations compliance with FAA, TSA, and airport regulations.
- Helped customers with special needs to board and disembark from aircraft.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Implemented additional services to maintain exceptional client service ratings.
Front Desk Receptionist
Super 8 Hotel and Howard Johnson Hotel
San Bruno, CA
05.2011 - 05.2012
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
- Input customer data into the reservation system and update it to reflect room changes.
- Explained policies and procedures to visitors.
- Answered multi-line phone systems and managed calls by routing to proper extensions or taking messages.
- Maintained office equipment, scheduling service to repair issues.
- Responded to inquiries and room requests made online, by phone, and via email.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Handled payment processing and provided customers with receipts and proper bills and changes.
Cashier
Shell Gas Station
San Bruno, CA
05.2010 - 05.2012
- Completed daily tasks to keep areas clean and neat for maximum productivity
- Processed sales transactions to prevent long customer wait times
Accepted cash and credit card payments, issued receipts, and provided change. - Trained new team members in cash register operation, stock procedures, and customer services.
- Helped with purchases and signed customers up for the rewards program.
- Verified customer age requirement for alcohol or tobacco purchases.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Delivered high customer service to patrons using active listening and engagement skills.
- Scanned merchandise using a point-of sale system for accurate purchase totals.
Customer Service Representative
Boston Market Restaurant
South San Francisco, CA
05.2010 - 05.2011
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Communicated with host, bussers, and kitchen staff to prepare for and serve customers
- Served food and beverages to patrons and immediately remedied issues with orders.
- Trained new employees on restaurant procedures and plating techniques.
- Developed rapport with guests and assisted with guests and assisted in generating repeat business by providing exceptional customer service.
Supervisor of Operations
Winsource Solutions Inc.
Ortigas, Philippines
01.2007 - 01.2010
- Collaborated with management to resolve concerns and problem calls
- Coached team members to meet goals by maintaining proficiency in company systems, scripts and procedures.
- Observed and analyzed calls made by the team to test a variety of factors: employee attitude, the effectiveness of problem-solving, customer satisfaction, and more.
- Collected data of the team’s performance, analyzed the data, and write a thorough report on how we performed with the previous month.
- Set meetings and briefings to discuss teams’ performance and further actions to meet our goals.
- Contributed to team efforts by successfully accomplishing and exceeding daily tasks.
- Provided management with accurate information concerning the strengths and weaknesses of team members.
- Trained new hires and led a large team off-shore.
- Responded to prospect's questions with persuasive communication skills and in-depth knowledge of available products and services.
- Maintained and recorded customer information in the database.
- Handled inbound telephone calls from interested customers
- Presented information about membership details and purchase advantages.
Event Coordinator/Manager
Real Illusions Inc
Makati
01.2004 - 01.2007
- Manage projects and events from initiation, planning, execution, monitoring and close out of the project.
- Created detailed timelines for events based on the scope of work required by each department involved in the process.
- Delegated tasks to associates to fit skill levels and maximize team performance.
- Searched and negotiated suitable venues as per set-up requirements and budget constraints.
- Developed and implemented effective marketing plans for generating event revenues.
- Managed comprehensive budgets to allocate event resources and stay within financial constraints.
- Met with potential clients to perform site inspections and give tours of the facility, meeting rooms, and offered activities.
- Reserved space, equipment, and personnel needed to facilitate events.
- Developed relationships with vendors to facilitate quality service at competitive rates while maintaining financial responsibility within budget.
- Coached and counseled employees to reflect company service standards and procedures.
Education
Certificate - Project Management
Coursera
10.2022
Bachelor of Science - Business Management
Centro Escolar University
Manila, Philippines03.2003
Skills
- Active Listening
- People Skills
- Computer Skills
- Organizational Skills
- Proficient in Microsoft Office
- Planning & Organizing with attention to detail
- Critical Thinking
- Problem Resolution
- Reliable & Trustworthy
- Friendly, Positive Attitude
- Good Work Ethic
- exceptional Customer Service Skills
- Proactive and Initiative
- Independent and Responsible
- Project Management
- Verbal and Written Communication
- Agile Methodologies
- Complex Problem Solving
- Client Rapport
- Client Relations
- Interpersonal Skills
- Management Skills
- Trustworthy
- Attention to detail
- Focus
- Adaptive and well diverse
Timeline
Patient Relations Coordinator
UC Davis Health System
04.2023 - Current
Airport Operations Agent
Southwest Airlines
11.2012 - 07.2022
Customer Service Agent
Pacific Aviation
05.2012 - 10.2012
Front Desk Receptionist
Super 8 Hotel and Howard Johnson Hotel
05.2011 - 05.2012
Cashier
Shell Gas Station
05.2010 - 05.2012
Customer Service Representative
Boston Market Restaurant
05.2010 - 05.2011
Supervisor of Operations
Winsource Solutions Inc.
01.2007 - 01.2010
Event Coordinator/Manager
Real Illusions Inc
01.2004 - 01.2007
Certificate - Project Management
Coursera
Bachelor of Science - Business Management
Centro Escolar University
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