Sthefani Fernandez
TAMPA
Summary
Adept at enhancing guest experiences and streamlining operations, I excelled at Courtesy Hyundai by leveraging my exceptional communication skills and multitasking proficiency. My background includes coordinating seamless service transitions at Cano Health and leading high-performing teams at Golden Corral, significantly improving service quality and efficiency.
Overview
5
5
years of professional experience
Work History
Guest Experience Coordinator
Courtesy Hyundai
07.2024 - 11.2024
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in processes for improved efficiency and reduced wait times.
- Created a sense of community among guests with engaging social events tailored to their interests.
- Assisted in the development of marketing materials highlighting property features and unique selling points.
- Trained new team members on standard operating procedures, elevating overall service quality across the department.
BDC Service Representative
Courtesy Hyundai
02.2022 - 07.2024
- Utilized CRM software to efficiently track customer interactions, monitor progress on sales leads, and provide reports for management review.
- Enhanced cross-functional collaboration by serving as a liaison between the sales department and BDC operations.
- Achieved high level of customer service by assisting customers and assessing needs.
- Assisted in creating promotional materials, driving awareness and interest in dealership services.
- Assisted in resolving customer issues by competently responding to both internal and external customer requests.
- Coordinated effectively with various departments within the dealership to facilitate seamless transactions between sales, finance, parts, and service teams.
- Reduced no-show rates by diligently confirming appointments via phone or email reminders.
- Provided exceptional service with knowledge of products and services.
Patient Referral Coordinator
Cano Health
08.2021 - 01.2022
- Coordinated patient referrals using electronic health record systems, ensuring seamless transition of care.
- Verified insurance eligibility and pre-authorization requirements, streamlining referral process.
- Collaborated with healthcare providers to gather necessary medical documentation for referrals.
- Facilitated communication between patients and specialist providers, ensuring timely scheduling of appointments.
Call Center Representative
Cano Health
06.2020 - 08.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Team Manager
Golden Corral Buffet and Grill
12.2019 - 05.2020
- Enhanced team collaboration by implementing regular feedback sessions.
- Coordinated cross-departmental projects to achieve common goals.
- Analyzed team performance metrics to identify areas for growth.
- Led team meetings to align objectives and priorities.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
Education
High School Diploma -
John A Ferguson
Miami, FLSkills
- Multitasking proficiency
- Strong empathy
- Exceptional communication
- Tour guiding
- Guest relations expertise
- Customer service
- Computer skills
- Verbal and written communication
- Data entry
- Guest accommodations
- Payment processing
- Inventory monitoring
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Guest Experience Coordinator
Courtesy Hyundai
07.2024 - 11.2024
BDC Service Representative
Courtesy Hyundai
02.2022 - 07.2024
Patient Referral Coordinator
Cano Health
08.2021 - 01.2022
Call Center Representative
Cano Health
06.2020 - 08.2021
Team Manager
Golden Corral Buffet and Grill
12.2019 - 05.2020
High School Diploma -
John A Ferguson
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