Monica Smith

• Assisted in the negotiation of policy terms and conditions, demonstrating strong analytical skills and attention to detail.
• Ensured compliance with all regulatory requirements through diligent record-keeping and strict adherence to company policies.
• Reviewed policy documents for completeness and accuracy before submission, minimizing the need for revisions or cancellations due to errors.
• Maintained a high level of professionalism in all interactions with clients, ensuring that their needs were met in a timely and satisfactory manner.

• Improved response times by prioritizing and efficiently managing emergency calls.
• Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
• Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
• Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
• Monitored emergency pool phones, help phones, and elevator entrapments to assure safety in a timely manner
• Adhere to core values

Answer agent calls, facilitating agent development toward self-sufficient through guidance on applicable resources.

Provide answers on technical call processes based on system being utilized and provide first level tech support for (work at home) group.

Take over escalated calls in response to customer request to speak with the agents supervisor.

Contact Hilton Worldwide properties for answers specifics to hotel related polices.

Research and resolve quality control errors or forward to management for further escalation.

Provided compensation to our guest and resolved hotel related escalations.