Lorna Cotto
Orlando,Florida
Summary
Adaptable and dedicated professional with a proven track record in medical billing and hospitality. Proficient in meticulous record-keeping and providing exceptional customer service. Recognized for thoroughness and responsiveness. Experienced Front Desk Attendant with a passion for creating memorable guest experiences. Skilled in managing reservations, handling cash flows, and delivering unparalleled hospitality service. Thrives in dynamic hotel operations. Demonstrates calmness under pressure and unwavering commitment to guest satisfaction. Driven by the desire to make every guest feel valued and at home. Excited about future opportunities to enhance skills in hospitality management. Let's connect and explore how we can create exceptional experiences together.
Overview
18
18
years of professional experience
Work History
Gatekeeper
Remedy Staffing
12.2024 - Current
- Efficiently resolved any issues that arose during daily operations including technical difficulties or guest disputes.
- Handled cash transactions, issuing tickets or passes accurately while maintaining financial records.
- Streamlined the guest check-in process to ensure quick and efficient service for visitors.
- Established a welcoming atmosphere for all visitors through professional demeanor and exceptional customer service skills.
- Addressed visitor concerns promptly, providing accurate information or directing them to appropriate resources as needed.
- Collaborated closely with other departments such as maintenance, events, and security to ensure seamless integration between services provided at the facility entrance point.
- Conducted regular audits of gatekeeping processes, identifying areas for improvement and implementing necessary changes to enhance overall efficiency.
- Ensured compliance with relevant regulations, keeping up-to-date on changes and implementing necessary adjustments to gatekeeping procedures.
- Assisted in emergency situations, coordinating with security personnel to ensure prompt response and resolution.
- Coordinated schedules with supervisors to guarantee adequate staffing levels during peak hours and special events.
- Developed strong communication skills while engaging with diverse clientele on a daily basis.
Front Desk Attendant
La Quinta Inn & Suites
06.2020 - 12.2024
- Managed approximately 30 incoming calls, emails, and faxes per day from customers, ensuring prompt and accurate responses
- Maintained personal contact with each policyholder, sending out premium reminders and helping with customer service overflow
- Created packages of introductory materials for new clients, enhancing customer onboarding experience
Licensed Health Insurance Agent
TTec
10.2018 - 06.2020
- Educated prospective clients on health insurance options, matching them with suitable plans
- Performed needs analysis to make appropriate product recommendations
- Answered inbound calls to discuss insurance options, providing clear and accurate information
- Developed strong relationships with clients and insurance companies, enhancing customer satisfaction
Loan Signing Agent
Self Employed Services
03.2015 - 03.2020
- Expedited the loan signing process for faster completion rates with thorough attention to detail.
- Stayed current on industry trends and legal changes by attending relevant trainings, conferences, and workshops.
- Provided mobile notary services for increased convenience to clients in need of efficient loan signing support at various locations.
- Assisted borrowers in understanding complex financial documents by breaking down terminology into easily digestible language.
- Managed a high volume of loan signings simultaneously, prioritizing tasks effectively for timely completions.
- Increased loan signing efficiency by streamlining document preparation and organization processes.
- Resolved disputes or discrepancies in documentation promptly by liaising with relevant parties involved in transactions.
- Enhanced client satisfaction by providing clear explanations of loan terms and conditions during signings.
- Established trust with borrowers by answering questions thoroughly and demonstrating expert knowledge on various aspects of the loan process.
- Conducted successful loan signings for various types of loans such as mortgages, refinances, reverse mortgages, and home equity lines of credit.
- Implemented effective communication methods between team members and stakeholders involved in the loan process.
- Consistently met tight deadlines under pressure while maintaining accuracy and professionalism throughout each transaction.
- Adapted quickly to changing regulations within the lending industry, updating practices accordingly for continued compliance.
- Cultivated strong professional relationships with clients and industry partners to generate repeat business referrals.
- Maintained detailed records of all completed signings as well as any pending or scheduled appointments for easy reference.
- Maintained strict confidentiality of borrower information, adhering to industry standards and regulations.
- Developed an extensive network of contacts within the mortgage industry, leading to increased business opportunities and referrals.
- Reduced errors in signed documents, ensuring accurate information through meticulous review procedures.
- Provided exceptional customer service to clients throughout the loan signing process, fostering long-term relationships and repeat business.
- Collaborated with escrow officers, lenders, and title companies to facilitate seamless loan transactions.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Developed and maintained relationships with customers, lenders and other third parties.
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Clinical Customer Advisor
WALGREENS
02.2015 - 08.2018
- Resolved routine questions and problems submitted by customers via phone, following established guidelines
- Logged and tracked inquiries using a computer application, checking the status of items requiring follow-up
- Documented customer interactions, maintaining detailed records of complaints and comments
Customer Service - Insurance Specialist
WALGREENS
01.2013 - 05.2015
- Resolved Third Party Rejects (TPRs) by reviewing rejections, making corrections, and resubmitting
- Made necessary telephone calls and followed guidelines for solving insurance rejects
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly
- Developed strong rapport with providers/vendors, improving negotiating power
Medical Billings Clerk
MEDICAL OFFICE
11.2006 - 08.2014
- Maintained patient documents and information, balancing daily schedules
- Processed billings, statements, and reimbursements, handling queries by phone or writing
- Collected payments, posted transactions, and updated patient financial information
- Assisted patients with billing inquiries, providing clear explanations and resolving issues
Education
Medical Billing Coding -
John Dewey College
01.2000
Skills
- Hotel Operations
- Hotel Management
- Guest Ledgers
- Reservations
- Hospitality Service
- Hotel Industry
- Hospitality Management
- City Ledgers
- Cash Handling
- Cash Flows
- Cash Register
- Point Of Sale
- Cashiering
- Merchandise Returns
- Housekeeping
Accomplishments
- Enhanced Customer Satisfaction, Enhanced customer satisfaction at La Quinta Inn & Suites by applying a responsive and perceptive approach to manage approximately 30 daily customer interactions, leading to improved guest experiences.
- Improved Operational Efficiency, Improved operational efficiency at TTec by applying a thorough and driven approach to educate clients on health insurance options, leading to better client retention and satisfaction.
Personality Strengths
- Conventional - Adheres to established processes and methods
- Opportunistic - Comfortable with ambiguity and dynamic environments
- Engaged - Excels in teams and one-on-one interactions
- Assertive - Willing to challenge the status quo and address tough conversations
- Responsive - Emotionally expressive and relatable to others
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Gatekeeper
Remedy Staffing
12.2024 - Current
Front Desk Attendant
La Quinta Inn & Suites
06.2020 - 12.2024
Licensed Health Insurance Agent
TTec
10.2018 - 06.2020
Loan Signing Agent
Self Employed Services
03.2015 - 03.2020
Clinical Customer Advisor
WALGREENS
02.2015 - 08.2018
Customer Service - Insurance Specialist
WALGREENS
01.2013 - 05.2015
Medical Billings Clerk
MEDICAL OFFICE
11.2006 - 08.2014
Medical Billing Coding -
John Dewey College
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