Nelida Pires
Brockton,MA
Summary
Dynamic Customer Services Manager with a proven track record at Hilton Vacation Club, excelling in complaint resolution and team building. Expert in customer relationship management and process improvement, I effectively trained staff, enhancing service delivery and achieving a significant reduction in customer complaints. Committed to fostering loyalty and operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Services Manager
Hilton Vacation Club
01.2021 - Current
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Billing Coordinator
Mentor Adult Day Health
01.2016 - Current
- Referred past due payments to collections department.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Completed appeals of denied claims on patient bills.
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Entered details into accounts and tracked payments.
- Organized accounts for financial audits and supported audit process.
- Updated documentation, reports, and spreadsheets with financial information.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Collaborated with customers to resolve disputes.
- Handled account payments and provided information regarding outstanding balances.
- Verified accuracy of accounts payable payments, resulting in Number% reduction in payment errors and check reissues.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Utilized various software programs to process customer payments.
Payroll Scheduling Manager
Wyndham Vacation Ownership
04.2015 - 06.2025
- Performed administrative duties such as faxing and filing confidential documents, answering telephones and responding to emails.
- Coordinated primary staff and physician schedules to guarantee optimum duty coverage.
- Received and screened phone calls and emails.
- Completed and compiled medical statistical reports, using Software and Software.
- Scheduled Number routine and non-routine services for assigned patient population.
- Verified completion of weekly schedules through strategic staffing streamlining to maintain payroll at Number-100%.
- Assisted healthcare personnel with non-medical functions such as making travel arrangements, responding to external and internal inquiries and setting up presentations.
- Conducted meetings to update management and staff members on progress.
- Organized files developed spreadsheets and scanned documents for Business Name.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
Education
Marketing/ Physiology - Human Resources Development
Boston College
Chestnut Hill, MA05.1998
Skills
- Strong work ethic
- Stress tolerance
- Metric tracking
- Staffing coordination
- Training and mentoring
- Policy enforcement
- Handling escalations
- Team building
- Conflict resolution techniques
- Customer relationship management (CRM)
- Negotiation expert
- Service delivery optimization
- Expertise in sales
- Regulatory compliance
- Customer service
- Sales expertise
- Meticulous attention to detail
- Talent allocation
- Talent development
- Effective workflow management
- Team building and leadership
- Excellent time management skills
- Customer relationship
- Microsoft outlook, word, and Excel Epic training
- Call monitoring
- Customer focused
- Administrative support
- Positive and constructive feedback
- Process improvement specialist
- Superior computer skills
- Schedule coordination
- Relationship building
- Work prioritization
- Verbal and written communication
- Product knowledge
- Schedule management
Accomplishments
As a person who pays extreme attention to detail, I have been honored with various types of awards for my excellent performance in the workplace.
Certification
Epic training
Payroll compliance ADP
Words software training
Customer service phone training
Hybrid training
Sakes marking
Management in boarding
Languages
Portuguese
Full Professional
Spanish
Full Professional
French
Professional Working
Portuguese creol
Native or Bilingual
Software
20 Years
Timeline
Customer Services Manager
Hilton Vacation Club
01.2021 - Current
Billing Coordinator
Mentor Adult Day Health
01.2016 - Current
Payroll Scheduling Manager
Wyndham Vacation Ownership
04.2015 - 06.2025
Marketing/ Physiology - Human Resources Development
Boston College
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