Michael Richard
CVS Health
Dallas,TX
1
Language
15
years of professional experience
Results-driven customer service professional with expertise in account reconciliation and client satisfaction improvement. Exceeds productivity goals while ensuring regulatory compliance. Skilled in problem-solving and data analysis, managing multiple priorities to enhance operational efficiency and build strong client relationships.
Work History
Private Pay Analyst
6 Years- Verified and collected data for account-specific billing, insurance, and coding processes.
- Verified and collected data to streamline account-specific billing, insurance, and coding processes.
- Conducted outbound calls to resolve account issues and outstanding balances.
- Conducted outbound calls to resolve account issues and recover outstanding balances.
- Ensured compliance with federal and state regulations and upheld company policies.
- Ensured compliance with federal and state regulations alongside company policies.
- Maintained independent workflow while meeting or exceeding productivity goals.
- Participated in corporate campaign strategies to support leadership initiatives.
Concierge
6 Months- Delivered personalized guest service by tailoring solutions to unique guest needs across dining and entertainment sectors.
- Supported corporate campaign strategies to enhance customer service and guest satisfaction.
- 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.
- Coordinated reservations for local dining, attractions, and events, ensuring seamless experiences for guests.
- Handled special requests such as flower deliveries with precision and care.
- Resolved guest complaints with efficiency, escalating to management when necessary to maintain service standards.
- Contributed to corporate campaign strategies, supporting leadership initiatives to improve customer service.
Lead Concierge
4 Years 8 Months- Received Employee of the Year award in 2017 for outstanding performance and dedication.
- Coordinated transportation, tours for guests, and arranged amenities for VIPs, enhancing overall guest satisfaction.
- Guide guests to the best attractions, restaurants, tours, and bars.
- Coordinate transportation and tours for future guests, and arrange amenities for VIP guests.
- Welcome customers upon entering and confirm reservations.
- Served as primary point of reference for guests needing assistance, promptly addressing their requests and enhancing their experience.
- Assessed customers' needs and provided personalized recommendations for activities and hotel facilities, fostering memorable stays.
- Acquire extensive knowledge of the premises, and the nearby venues and businesses, to make the most suitable recommendations.
- Organized events and transportation for hotel residents.
Concierge
1 Year 1 Month- Welcome customers upon entrance and confirm reservations
- Served as primary point of reference for guests, addressing inquiries and fulfilling requests to enhance their experience
- Identified customer needs and offered tailored recommendations for activities and hotel facilities to enrich guest satisfaction
- 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
- Addressed guest complaints and implemented effective solutions to ensure resolution and maintain satisfaction.
Grayline Concierge
4 Months- Assisted guests in booking tours and provided tailored information on available options to enhance their experience.
- Handled guest inquiries, offering detailed information on local attractions, dining, and services to support informed decisions.
- Assisting guests with booking tours, and providing information about available options.
- Making reservations and arrangements for guests (e.g., tours, restaurants).
- Promoted Gray Line tours and services to potential customers, contributing to sales efforts and achieving set 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
5 Months- Built relationships with small businesses in metropolitan New Orleans to foster collaboration.
- Created business opportunities through proactive networking and referrals to expand client base.
- Conducted meetings with employers to showcase tailored benefits solutions.
- Promoted Aflac offerings to enhance employee benefits for local enterprises.
- Streamlined enrollment process for interested employees in suitable benefits plans.
- Enhanced service delivery by enrolling existing accounts effectively.
Concierge/In House Marketing
1 Year- Persuaded guests to attend seminars, enhancing their understanding of timeshare benefits.
- Promoted local tours, increasing customer awareness of area attractions.
- Educated clients on hospitality services, ensuring memorable experiences.
- 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.
- Screen and qualify potential customers based on company guidelines.
- Make sales tour reservations and collect required deposits.
- Partner with resort staff to receive arrival sheets of guests checking in.
- Attend all scheduled training sessions and department meetings, keeping current on marketing information, and industry trends.
VIP Concierge
1 Year 3 Months- Managed Club Level operations to enhance guest experience and satisfaction.
- Responded to visitor inquiries, providing tailored recommendations for hotel and city amenities to improve overall guest enjoyment.
- Managed Club Level to facilitate efficient operations.
- Maintained cleanliness in lounge while delivering food and beverage service to guests, ensuring a welcoming atmosphere.
Education
High School Diploma
Completed coursework towards High School Diploma
Skills
Customer account management
Revenue analysis
Billing strategy
Payment processing
Account reconciliation
Sales
Business Intelligence
MS Excel
Claims processing
Invoice reconciliation
Critical thinking
Judgment skills
Verbal and written communication
Research and analysis
Customer service
Sales
Event planning
Software navigation
Multitasking
Multiple priorities management
Analytical thinking
Priority management
Decision-making
Team collaboration and leadership
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
Languages
French
Elementary
Timeline
Private Pay Analyst
CVS Health
10.2020 - CurrentRead More
Concierge
Higgins Hotel
08.2019 - 02.2020Read More
Concierge
Loews Hotel
06.2018 - 07.2019Read More
Lead Concierge
Q&C Hotel
02.2015 - 10.2019Read More
Grayline Concierge
New Orleans Marriott
07.2014 - 11.2014Read More
Part Time Sales Associate
Aflac
01.2014 - 06.2014Read More
Concierge/In House Marketing
Wyndham Vacations Resorts
01.2013 - 01.2014Read More
VIP Concierge
Hyatt Regency
09.2011 - 12.2012Read More
Tulane University
High School Diploma
Read More