Reba Vaughn
Nevada,USA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Adept at effective communication, conflict resolution, and providing technical assistance. Focused on achieving results, with adaptability to evolving needs. Enjoys building and maintaining client relationships, ensuring satisfaction and loyalty. With a track record of fostering client trust and delivering consistent, high-quality service.
Overview
10
10
years of professional experience
Work History
Guest Service Agent
Residence Inn By Marriot
12.2023 - 10.2025
- Managed guest check-in and check-out processes, ensuring efficient service delivery.
- Resolved guest inquiries and complaints, enhancing customer satisfaction levels.
- Coordinated with housekeeping and maintenance to uphold property standards.
- Trained new team members on operational procedures and customer service excellence.
- Developed rapport with guests to foster loyalty and encourage repeat visits.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Maximized revenue by upselling room upgrades and additional services.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
Client Support Specialist/ Call Room Manager
G.B.INK Media Group
02.2018 - 08.2023
- Managed teams of 30+ call center agents, overseeing their performance and providing coaching and feedback
- Develop and implement strategies to improve call center operations and enhance customer satisfaction
- Monitor and analyze call center metrics to identify areas of improvement and implement solutions
- Ensure adherence to company policies and procedures, as well as compliance with industry regulations
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
- Exceeded annual revenue goals by 28% through improving client relationships and education.
- Managed portfolios of key accounts, ensuring timely and accurate delivery of services and products.
- Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
Claims Processor/Intake Case Manager
AMDG Global
05.2015 - 02.2018
- Supervised teams of 20 agents, guiding and motivating them to achieve performance targets
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Resolved complex escalations and complaints in a timely manner
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Handled escalated customer concerns regarding claim denials or delays with empathy and professionalism.
- Maintained strict confidentiality when dealing with sensitive information about patients'' medical histories or personal details.
- Negotiated settlements with policyholders, balancing their needs with financial interests of the company.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Followed up with customers on unresolved issues, calculating adjustments, premiums, and refunds.
Education
HS Diploma -
Lake Forest High School
Felton, DEMedical Insurance Billing And Coding - Medical Insurance Billing And Coding
Pima Medical Institute
Colorado SpringsSkills
- Client Relationship Building
- Sales Support
- Customer Relations
- Issue and Complaint Resolution
- MS Office
- MS Excel
- Administrative and Office Support
- Call Center Operations
- Account Management
- Employee Coaching
- Sales closing
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Remote Office Availability
- Project management abilities
- Strategic sales knowledge
- Regulatory Compliance
- Insurance Regulations Understanding
- Claims Processing and review
- Cold Call Appointment Scheduler
- Financial Transactions including A/P and A/R
- Conflict Resolution
- Data Entry and Analysis
- CRM Software
- Team building and supervision
- Hospitality services
- Reservation management
- Guest complaint resolution
- Invoice processing
- Account management
- Proficient in FOSSE and MARSHA
- Relationship building
- Staff development
- Hotel operations
- Financial statement auditing
Timeline
Guest Service Agent
Residence Inn By Marriot
12.2023 - 10.2025
Client Support Specialist/ Call Room Manager
G.B.INK Media Group
02.2018 - 08.2023
Claims Processor/Intake Case Manager
AMDG Global
05.2015 - 02.2018
HS Diploma -
Lake Forest High School
Medical Insurance Billing And Coding - Medical Insurance Billing And Coding
Pima Medical Institute