Lorlyn Sana
Las Vegas,NV
Summary
Customer Service Representative and Billing professional with 6+ years of experience supporting high-volume call centers, account resolution, billing corrections, and CRM documentation. Skilled in reviewing unpaid balances, processing payments, entering detailed account notes, and resolving inquires within required timelines. Proven ability to follow workflows, maintain HIPAA compliances, and deliver empathetic, patient-focused service.
Overview
7
7
years of professional experience
Work History
Group Coordinator
Fontainebleau Hotel & Casino
03.2024 - Current
- Researched and entered missing information into reservation and billing systems to ensure accurate processing.
- Investigated discrepancies, documented resolution findings, and communicated outcomes to clients and internal stakeholders.
- Generated reports to identify issues and trends, providing data to support compliance and error reduction.
- Attend pre-con, site visits and Meet with the Event Planners, Sales Manager and Convention Sales Manager
- Create masters and sub-blocks in HMS, passkey, rate strategy, and release block of rooms
Group Coordinator
Virgin Hotel & Casino
01.2023 - 03.2024
- Verified account details and reconciled billing records to ensure eligibility, accuracy, and timely resolution of discrepancies.
- Educated external partners on required information to avoid future errors and delays.
- Maintained organized documentation for audit and reporting purposes.
- Attend pre-con, site visits and Meet with the Event Planners, Sales Manager and Convention Sales Manager
- Create masters and sub-blocks in LMS, passkey, rate strategy, and release block of rooms
Central Reservation Agent
Palms Hotel & Casino
02.2022 - 01.2023
- Handled high-volume inbound and outbound calls resolving billing and account inquires.
- Reviewed unpaid balances, processed adjustments, and documented outcomes in CRM systems.
- Maintained compliance with confidentiality and service standards.
Central Reservation Agent
Palace Hotel & Casino
08.2020 - 02.2022
- Handled high-volume inbound calls with empathy and accuracy, resolving client account and billing issues on first contact whenever possible.
- Navigated multiple systems simultaneously to research account details and provide solutions.
- Documented inquiries and outcomes, ensuring timely follow-up issue resolution.
- Integrating Wholesales reservation into LMS by creating masters, inventory, rate strategy, and notes, Update inquiries to meet guest satisfaction and Release block of rooms.
Central Reservation Agent
Palms Resort & Casino
09.2018 - 03.2020
- Managed reservations, account adjustments, and billing corrections in compliance with confidentiality requirements
- Answer all incoming calls to the Casino/Group/Wholesale phone lines from outside or within the company
- Assist our guests and VIP guests with requests for room reservations, event reservations and special room blocks as requested.
- Ability to communicate and listen effectively with Guests, Team Members and Management in both written and verbal form.
Education
Certificate of Completion - Basic EKG
PIMA Medical Institute
Associate's Degree - Respiratory Therapy
PIMA Medical Institute
Skills
- Billing & Eligibility - Experienced in researching missing information discrepancies, and verifying eligibility
- Documentation & Reporting - Skilled at maintaining accurate, compliant records and preparing reports for trend analysis
- Customer & Patient Interaction - Strong phone-based service skills; empathetic and effective at resolving escalations
- Systems Navigation - Proficient in multiple platforms (LMS, CMS, HOTSOS, Excel, billing/claims-like systems)
- Insurance & Healthcare Acumen - Familiarity with medical billing, revenue cycle processes, and terminology
- Data Entry & Accuracy - High-volume, detail-oriented entry with strong equality control
- Remote Readiness - Dedicated workspace, high-speed internet, and disciplined work habits
Timeline
Group Coordinator
Fontainebleau Hotel & Casino
03.2024 - Current
Group Coordinator
Virgin Hotel & Casino
01.2023 - 03.2024
Central Reservation Agent
Palms Hotel & Casino
02.2022 - 01.2023
Central Reservation Agent
Palace Hotel & Casino
08.2020 - 02.2022
Central Reservation Agent
Palms Resort & Casino
09.2018 - 03.2020
Associate's Degree - Respiratory Therapy
PIMA Medical Institute
Certificate of Completion - Basic EKG
PIMA Medical Institute