Krystal Figueroa
Phoenix,AZ
Summary
Dedicated guest services professional with a strong focus on enhancing guest experiences. Skilled in problem-solving and adaptability, ensuring high levels of customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest Services Level 2
Phoenix Children Hospital
Phoenix, AZ
03.2024 - Current
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Worked flexible hours across night, weekend, and holiday shifts
- Used critical thinking to break down problems, evaluate solutions, and make decisions
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information, and provided solutions to problems.
- developed strong relationships with guests and patients, enhancing loyalty through personalized interactions
- enhanced security measures, ensured safe environment for guests and staff
- Training new hires, volunteers, touring hospital, trained in transferring patients from wheelchair into vehicles
- Processed emergency department check-ins, banding, verifying patient information for timely care.
- Managed surgery waiting area by checking in families and guiding them to consults and recovery
- Oversaw east lobby duties to ensure consistency with main lobby operations.
- Deescalated situations effectively, promoting a calm environment for patients and families.
- Facilitated occupational health appointments, checking in interviews and meetings with staff/doctors
- Logged deliveries and clinic drop-offs, maintaining accurate records for operational efficiency.
- Answered calls and addressed inquiries, ensuring efficient communication with families and visitors.
Customer Service Representative
Mounatin Park Health Center
Phoenix, AZ
09.2022 - 03.2024
- Resolved customer inquiries using knowledge of health services and resources
- Facilitated patient scheduling and appointment management to optimize workflow efficiency
- Collaborated with healthcare providers to ensure accurate patient information exchange
- Mentored new team members on effective communication and service techniques
- Streamlined complaint resolution processes, enhancing customer satisfaction rates
- Developed training materials for staff, focusing on best practices in customer engagement
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company
- Checked in established and new patients efficiently to enhance office operations
- Scheduled appointments to optimize daily workflow and patient access
- Answered phone calls promptly to address inquiries and provide assistance
- Addressed patient concerns and needs to ensure high satisfaction level
- Collected copays accurately to streamline payment processes.
- Verified insurance status to facilitate seamless billing and service delivery
- Trained new customer service representatives to ensure adherence to best practices
- developed strong relationships with guests and patients, enhancing loyalty through personalized interactions
Guest Service Representative
Legacy Golf Resort
Phoenix, AZ
08.2022 - 09.2022
- Managed guest check-ins and check-outs, ensuring seamless experiences for visitors.
- Coordinated with housekeeping and maintenance to uphold resort standards and guest satisfaction.
- Provided attentive service to customers during face-to-face interactions and phone conversations.
- Utilized reservation systems to manage bookings, modifications, and cancellations accurately.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Greeted guests upon arrival by providing warm welcome.
Shift Leader
Chick-fil-A
Phoenix, AZ
01.2019 - 05.2022
- Handled transactions accurately to maintain financial integrity
- Shift Lead/Area lead
- Answered phone calls
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Recognized by management for providing exceptional customer service.
- Made schedule for the day
- opened/closed store
- addressing inquiries and resolving complaints efficiently.
Education
High School Diploma -
South Pointe High School
Phoenix, AZ05-2018
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
- Critical thinking
- Leadership
- Computer skills
- Active listening
- Decision-making
- Problem resolution
- Verbal communication
- Calm under pressure
- Some Spanish
- Willingness to learn
- Reliable
Certification
- ABCD Award Recognition, [Phoenix Children's Hospital] - [July 2024]
ABCD
The ABCD award was presented to me for going above and beyond the call of duty Customer Service Excellence
Languages
Spanish
Limited Working
Timeline
Guest Services Level 2
Phoenix Children Hospital
03.2024 - Current
Customer Service Representative
Mounatin Park Health Center
09.2022 - 03.2024
Guest Service Representative
Legacy Golf Resort
08.2022 - 09.2022
Shift Leader
Chick-fil-A
01.2019 - 05.2022
High School Diploma -
South Pointe High School