Melanie Gutierrez
Las Vegas,NV
Summary
Dynamic and dependable customer service professional with over five years of experience in hospitality, claims, and guest services. Proven ability to assist members, process transactions, and resolve issues with precision and professionalism in fast-paced environments. Recognized for exceptional multitasking, organizational, and problem-solving skills while consistently fostering a positive and approachable demeanor. Bilingual in English and Spanish, with a strong track record of enhancing customer satisfaction.
Overview
11
11
years of professional experience
Work History
Bus Ambassador
Elara Hilton Grand Vacation
Las Vegas, NV
07.2020 - Current
- Met, greeted and assisted guests and provided directions to specific departments and buildings.
- Guided potential customers through signup and registration processes to deliver smooth onboarding.
- Check office supplies and maintained inventory.
- Multitasked effectively to handle administrative, and customer issues for multiple upcoming events.
- Answered and made phone calls to clients that are potential owners.(rescheduling as well)
- Use Excel and Microsoft for multiple reports from start to end.
- Excellent under pressure during peak period or slow seasons.
- Trained and assigned duties for subject to make things more efficient.
- Set and confirmed reservations for guests in person and by phone.
- Time management was key.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Exceeded company productivity standards on consistent basis.
- Reviewed and prioritizing mail and composing and typing correspondence.
Claims Representative
CCSD risk and environmental services department
Las Vegas, NV
04.2022 - 09.2022
- Reviewed documentation and accounts to gain full picture.
- Processed high volumes of bodily injury claims efficiently while working in fast-paced environment.
- Created master spreadsheet to record procedures, denials and approvals.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Opened, sorted and monitored claims.
- Created case files, professional correspondence and claims notices.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Corresponded with insurance customers and agents to obtain or relay information on account status changes.
- Complied with confidentiality regulations in handling customer information.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Consulted with field support team, claim manager and other entities to receive support specific to assigned claim.
- Developed and updated spreadsheets in origami to track claims information.
- Verified details with policyholders and requested additional information.
- Verified policy holder data, including age, contact number and physical address.
Sampler Agent
Wyndham Bonnet Creek Resort
Lake Buena Vista, FL
01.2018 - 01.2019
- Handled price objections and used proper closing techniques to generate sales.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Assisted customers during selection process and helped choose perfect products to meet individual needs.
- Met with store managers to discuss product needs, accomplish sales goals and facilitate sales growth.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Closing skills
- Meeting sales goal.
Tour Desk Agent
Westgate Lakes Resort & Spa
Orlando, FL
01.2015 - 01.2017
- Updated databases and spreadsheets to promote access to information.
- Maintained professional tone at all times, including during peak rush hours.
- Provided highest quality customer service standards by anticipating customer needs.
- Demonstrated excellent knowledge of reservations processes and time management during peak periods.
- Set and confirmed reservations for guests in person and by phone.
- Provided personable service to improve customer service ratings.
- Organized and cleaned lobby and common areas during shift.
- Qualified guest to make sure their credential are correct. (ID's, credit cards, Income, Material statues)
- Used work database on a daily to get and input information when needed.
Education
Associate of Science - Veterinarian Assisting
Institute Technician Arts
Orlando, FL05.2015
Associate of Arts - undefined
Joe Blasco Makeup Artist Training Center
Orlando, FL07.2014
High School Diploma - undefined
Winter Springs High School
Winter Springs, FL05.2014
Skills
- Time Management
- Business Trend Identification
- Decision Making
- Data Entry
- Corporate Communications
- Customer Service
- Problem-Solving
- Critical Thinking
- People Skills
- Microsoft Office
- Organizational Skills
- Friendly, Positive Attitude
- Computer Skills
- Problem Resolution
- Multitasking
- Complex Problem Solving
- Flexible Schedule
- Calm and Professional Under Pressure
- Translation and Interpretation Services
- Understanding Customer Needs
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Multitasking and Prioritization
- Phone and Email Etiquette
- Check In and Check Out Procedures
- Data Gathering
- Customer engagement
- Customer service
- Teamwork
- Reliability
Languages
English: Professional
Spanish: Professional
Timeline
Claims Representative
CCSD risk and environmental services department
04.2022 - 09.2022
Bus Ambassador
Elara Hilton Grand Vacation
07.2020 - Current
Sampler Agent
Wyndham Bonnet Creek Resort
01.2018 - 01.2019
Tour Desk Agent
Westgate Lakes Resort & Spa
01.2015 - 01.2017
Associate of Science - Veterinarian Assisting
Institute Technician Arts
Associate of Arts - undefined
Joe Blasco Makeup Artist Training Center
High School Diploma - undefined
Winter Springs High School