Rebecca Wall

• Managed overnight guest operations by responding to guest emails, maintaining reservations, processing requests, and resolving service concerns to ensure positive customer experiences.
• Perform nightly financial reconciliation by balancing accounts, reviewing transactions, and identifying and correcting discrepancies to maintain accurate records.
• Trained multiple overnight employees on front desk procedures, reservation systems, audit processes, cash balancing, and customer service standards to enhance service quality.
• Maintain accurate guest documentation and protect confidential financial and personal information while following privacy procedures.
• Balanced competing priorities in customer service, administrative duties, and financial reporting in independent overnight role to maintain operational efficiency.

• Managed reservations, scheduling updates, guest records, and service requests, ensuring accuracy and responsiveness in a fast-paced environment.
• Trained multiple overnight employees on front desk operations, reservation systems, and customer service standards.
• Coordinated customer needs across departments, enhancing collaboration and streamlining daily operations.
• Maintained confidentiality and accuracy in handling customer information, fostering trust and security for guests.

• Managed high-volume inbound customer calls to resolve healthcare spending account and employee benefit inquiries, ensuring customer satisfaction.
• Conducted outbound follow-up calls to facilitate account resolution and clarify benefit questions, enhancing customer experience.
• Completed outbound follow-up calls to assist customers with account resolution, benefit questions, and scheduled support needs.
• Researched account concerns, documented interactions, and provided compliant solutions to maintain service quality and regulatory adherence.
• Researched account concerns, documented interactions accurately, and provided solutions while maintaining HIPAA compliance.

• Managed high-volume inbound communications with healthcare providers, clinics, hospitals, and members to resolve payment questions and account discrepancies, ensuring accurate and timely responses.
• Conducted outbound outreach to resolve billing issues and obtain account information, facilitating timely payment resolution and enhancing customer satisfaction.
• Investigated discrepancies, updated records, and maintained detailed documentation to support accurate account management.
• Protected confidential healthcare and financial information while adhering to compliance requirements.
• Developed professional relationships with healthcare organizations through effective communication and problem-solving, fostering collaboration and trust.

Dean’s List, Fall 2020