Susanna Serrano
San Diego,CA
Summary
Experienced with managing front desk operations and delivering high-quality customer service. Utilizes excellent communication and organizational skills to maintain smooth workflow and handle guest inquiries effectively. Track record of fostering positive work environment and ensuring team productivity.
Overview
9
9
years of professional experience
Work History
Front Desk Lead
Springhill Suites Chula Vista Eastlake
Chula Vista, CA
11.2024 - Current
- Supervised front desk operations, enhancing guest experiences and ensuring smooth check-in/check-out processes.
- Trained and mentored staff on customer service protocols and hotel policies to improve team performance.
- Coordinated with other team members and other departments on getting a perfect sell.
- Fostered a positive work environment by recognizing exemplary performance among front desk team members and addressing any issues promptly.
- Resolved guest complaints promptly, fostering a positive environment and maintaining high satisfaction ratings.
Front Desk Receptionist/Medical Assistant
Lakeside Internal Medicine
Chandler, AZ
04.2021 - 10.2024
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Facilitated seamless patient care with thorough documentation of medical histories, vital signs, and medications.
- Collected room deposits, fees, and payments..
- Coordinated patient referrals to specialists or other healthcare providers.
- Increased accuracy of insurance coverage validation by utilizing available tools and resources to verify eligibility requirements quickly.
- Contacted insurance companies to obtain prior authorization for medical procedures and medications.
Account Manager
Cox Automotive
Remote
01.2019 - 01.2021
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Guest Service Representative
Simon Malls
Chandler, AZ
01.2017 - 01.2019
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
Education
Certificate - Medical Assisting
EVIT
Mesa, AZ01-2021
No Degree -
San Diego Mesa College
San Diego, CA01-2028
Chandler High School
Chandler, AZSkills
- Client support
- Efficient time management
- Active listening
- Cash management
- Professional telephone communication
- Analytical thinking
- Guest relations
- Initiative-taking
Timeline
Front Desk Lead
Springhill Suites Chula Vista Eastlake
11.2024 - Current
Front Desk Receptionist/Medical Assistant
Lakeside Internal Medicine
04.2021 - 10.2024
Account Manager
Cox Automotive
01.2019 - 01.2021
Guest Service Representative
Simon Malls
01.2017 - 01.2019
Chandler High School
Certificate - Medical Assisting
EVIT
No Degree -
San Diego Mesa College