mollyn kwande
Certified All lines Adjuster
Little Elm
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
1
1
year of professional experience
Work History
Guest Service Leader
Residence Inn Marriott
Plano
12.2024 - Current
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Analyzed customer feedback surveys to determine areas of improvement for future services.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Greeted, registered and assigned rooms to hotel guests.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Resolved customer complaints in a timely manner while adhering to company policies.
- Collaborated with other departments such as marketing or finance when necessary.
Customer Service Team Lead
Pearl street dental management
Dallas
04.2024 - 12.2024
- Managed escalated customer calls, resolving issues related to claims and provider issues
- Implemented company processes to effectively resolve customer service issues.
- Improved customer retention through effective issue resolution and product knowledge
- Hosted nesting classes for new team members ensuring proper training.
- Maintained up to date knowledge of company policies to support customers, team members and providers effectively.
- Utilized recognition and reward tools frequently to recognize achievements.
Client Services Member Representative
Pearl street dental management
Dallas
11.2023 - 04.2024
- , Handled an average of 80 inbound calls daily regarding dental, vision and hearing plans
- Assisted customers in understanding policy details, reducing cancelations due to confusion.
- Investigated customer complaints regarding products or services provided by the company.
- Provided customer service to clients by responding to inquiries and resolving issues in a timely manner.
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
- Coordinated with the claims department to ensure accurate and timely claim processing.
- Achieved high KPI metrics and customer satisfaction score averaging 99.98%, leading to a promotion in 5 months.
Education
Bachelor of Arts - English Literature And Theatre Arts
University of Capetown
South Africa 08-2014
Skills
- Guest relations
- Payment processing
- Customer feedback analysis
- Issue resolution
- CRM & Call Centre software
- Team leadership
- Conflict management
- Attention to detail
- Data analysis
Timeline
Guest Service Leader
Residence Inn Marriott
12.2024 - Current
Customer Service Team Lead
Pearl street dental management
04.2024 - 12.2024
Client Services Member Representative
Pearl street dental management
11.2023 - 04.2024
Bachelor of Arts - English Literature And Theatre Arts
University of Capetown