Michael Richard
Scottsdale
Summary
Dynamic professional with extensive experience in customer service and account reconciliation at CVS Health. Proven ability to exceed productivity goals while ensuring regulatory compliance. Skilled in data analysis and critical thinking, adept at managing multiple priorities to deliver exceptional results and enhance client satisfaction. Recognized for fostering strong relationships and providing tailored solutions.
Overview
14
14
years of professional experience
Work History
Private Pay Analyst
CVS Health
Scottsdale
11.2020 - Current
- Supporting long-term care residents, responsible parties, and facilities.
- Verifying and collecting information for account-specific billing, insurance, and coding.
- Updating and documenting customer accounts designated in the work campaign.
- Verifying the accuracy of existing account standing and progressing accounts accordingly.
- Conducting outbound calls to reconcile account issues and outstanding account balances.
- Ensuring compliance through strict adherence to federal and state laws, as well as company policy.
- Processing payments and following up on postings.
- Participating in corporate campaign strategies to further leadership-led initiatives.
- Assisting with internal and external requests, with exceptional customer service.
- Effectively managing an independent workflow.
- Utilizing effective prioritization and organization skills.
- Thinking critically and understanding appropriate points of escalation.
- Regularly meeting or exceeding productivity goals, as determined by leadership.
- Effectively multitasking in a fast-paced production environment.
- Navigating multiple software programs and windows simultaneously.
Concierge
Higgins Hotel
New Orleans
09.2019 - 03.2020
- Provided outstanding guest service by addressing unique needs across dining, shopping, and entertainment sectors.
- Coordinated personalized itineraries with various options tailored to guest schedules.
- Acted as primary liaison for guests, delivering essential information on hotel services and amenities.
- Facilitated reservation processes for local dining, attractions, and events based on requests.
- Organized transportation logistics and secured activity tickets to elevate guest experiences.
- Handled special requests such as flower deliveries with precision and care.
- Efficiently resolved guest complaints, involving management when required.
- Acquired in-depth knowledge of hotel offerings and New Orleans area to enhance recommendation quality.
Lead Concierge
Q&C Hotel
03.2015 - 11.2019
- Employee of the Year (2017).
- Coordinate transportation and tours for future guests, and arrange amenities for VIP guests.
- Guide guests to the best attractions, restaurants, tours, and bars.
- Create the ultimate guest experience that is unique to the Autograph Collection brand.
- Welcome customers upon entrance and confirm reservations.
- Act as the point of reference for guests who need assistance or information, and attend to their wishes and requirements.
- Understand customers' needs, and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
- Acquire extensive knowledge of the premises, and the nearby venues and businesses, to make the most suitable recommendations.
- Arrange events, excursions, transportation, etc., upon request from hotel residents.
- Answer the phone, make reservations, take and distribute messages or mail, and redirect calls.
- Respond to complaints and find the appropriate solution.
Concierge
Loews Hotel
New Orleans
07.2018 - 08.2019
- Welcome customers upon entrance and confirm reservations
- Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements
- Understand customer's needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel
- Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
- Arrange events, excursions, transportation etc upon request from hotel residents
- Answer the phone and make reservations, take and distribute messages or mail and redirect calls
- Respond to complaints and find the appropriate solution.
Grayline Concierge
New Orleans Marriott
New Orleans
07.2014 - 12.2014
- Assisting guests with booking tours, and providing information about available options.
- Handling guest inquiries and providing information about local attractions, dining, and other services.
- Making reservations and arrangements for guests (e.g., tours, restaurants).
- Delivering exceptional customer service and ensuring a positive experience for guests.
- Promoting Gray Line tours and services to potential customers, along with sales efforts and achieving sales goals.
- Potentially cross-training in other related areas, like ticket office or front desk operations.
Being familiar with in-house groups and their needs.
Recommending destinations for guests depending on their interests and itinerary. - Creating restaurant logs to organize restaurant reservations.
- Securing transportation for guests.
Part Time Sales Associate
Aflac
Metairie
02.2014 - 07.2014
- Established strong relationships with small businesses in metropolitan New Orleans.
- Generated business opportunities through proactive networking and referrals.
- Conducted meetings with employers to showcase tailored benefits solutions.
- Advocated Aflac offerings to elevate employee benefits among local enterprises.
- Streamlined enrollment process for interested employees in suitable benefits plans.
- Enhanced service delivery by enrolling existing accounts effectively.
Concierge/In House Marketing
Wyndham Vacations Resorts
New Orleans
02.2013 - 02.2014
- Persuading guests to attend seminars in order to be informed about timeshares.
- Promoted tours in the area to make customers aware of the wonderful attractions.
- Educating clients about the provided hospitality services to ensure that their experience will be memorable.
- Serve as a positive and professional brand ambassador for Wyndham Destinations.
- Partner with resort staff to receive arrival sheets of guests checking in.
- Greet, present, and incentivize prospective customers to attend a sales preview tour.
- Screen and qualify potential customers based on company guidelines.
- Make sales tour reservations and collect required deposits.
- Attend all scheduled training sessions and department meetings, keeping current on marketing information, and industry trends.
VIP Concierge
Hyatt Regency
New Orleans
10.2011 - 01.2013
- Managed Club Level to facilitate efficient operations.
- Responded to visitor inquiries, offering suggestions for hotel and city amenities.
- Developed logs for food and beverage inventory to ensure adequate supply levels.
- Ensured cleanliness in lounge while providing food and beverage service to guests.
Education
High School Diploma -
Tulane University
Skills
- Customer service
- Sales
- Event planning
- Problem Solving
- Business Intelligence
- Decision Making
- Data Analysis
- Attention to Detail
- Critical Thinking
- Account reconciliation
- Insurance coding
- Billing verification
- Software navigation
- Payment processing
- Critical thinking
- Time management
- Customer account management
- Regulatory compliance
- Multitasking
- Decision-making
- Financial statements expertise
- Documentation and reporting
- MS Excel
- Research and analysis
- Verbal and written communication
- Multiple priorities management
- Analytical thinking
- Team collaboration and leadership
- Project management
References
- Justine Nelson, AMN, Recruiter, Friend, (703) 909-6791, jtinenelson@gmail.com
- Thais Ellison, Ambridge Hospitality, Director Of Sales, Friend/Former Coworker, (985) 789-5882, thais.ellison@ambridge.com
Awards
- Customer Service Award, 2021, Omnicare
- Employee of the Year, 2016, Q&C Hotel
Timeline
Private Pay Analyst
CVS Health
11.2020 - Current
Concierge
Higgins Hotel
09.2019 - 03.2020
Concierge
Loews Hotel
07.2018 - 08.2019
Lead Concierge
Q&C Hotel
03.2015 - 11.2019
Grayline Concierge
New Orleans Marriott
07.2014 - 12.2014
Part Time Sales Associate
Aflac
02.2014 - 07.2014
Concierge/In House Marketing
Wyndham Vacations Resorts
02.2013 - 02.2014
VIP Concierge
Hyatt Regency
10.2011 - 01.2013
High School Diploma -
Tulane University
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