Marcina McCurdy

• Welcomed guests on arrival, displaying professional and friendly approach.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Investigated and resolved customer inquiries and complaints quickly in person and via phone.
• Recommended products to customers, thoroughly explaining details
• Handle cash and credit card transactions accurately and maintain a balanced cash drawer.
• Promoted/Upgrade available products and services to customers during service, account management, order calls and ticket sales.
• Assisted guests with reservation modifications via phone in a fast paced environment, resolving any issues promptly and professionally.
• Responded to inbound calls, complaints and special requests to increase customer satisfaction.
• Collaborate with other departments to ensure seamless guest experiences

• Answer incoming phone calls from customers in a high call volume and identify the customer needs such as benefits and eligibility, billing, payments, authorizations and explanation of benefits.
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer system.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Investigate and resolve claim denials, appeals, and inquiries from providers and policyholders.
• Maintain patient confidentiality and adhere to HIPAA regulations at all times
• Collaborate with members and internal departments, including provider relations, and billing, to address claim-related issues using clear, simple language to ensure understanding.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

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• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services
• Provided top level customer service to all guests
• Followed up on delinquent tenants and coordinated collection procedures
• Completed final move-out walk-throughs with tenants to identify required repairs
• Maintained original leases and renewal documents in digital and hardcopy format for property management office
• Verified income, assets and expenses and completed file tracking sheet for each applicant
• Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects
• Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes
• Coordinated with janitorial and engineering staff on maintenance and upkeep.