Timothy Holloway
Rochester,NY
Summary
Dynamic professional with 13 years of extensive experience in customer service and compliance coordination, establishing impactful partnerships and enhancing operational efficiency. Expertise lies in designing and executing compliance programs while providing exceptional customer support, resulting in improved satisfaction and loyalty. Proven ability to lead cross-functional teams, streamline processes, and implement effective training programs. Committed to fostering collaborative environments that drive continuous improvement and mitigate risks within organizations.
Overview
8
8
years of professional experience
Work History
Outpatient Access Specialist
University of Rochester
Rochester, NY
11.2025 - Current
- Facilitated patient check-in processes, enhancing overall efficiency and patient experience.
- Coordinated insurance verification and eligibility checks to streamline appointment scheduling.
- Implemented electronic health record (EHR) updates to ensure accuracy in patient data management.
Front Desk Agent
Hilton Garden Inn
Hilton-Falls Church, VA
07.2025 - 11.2025
- Make and confirm reservations.
- Monitor room availability.
- Block rooms.
- Program wake-up calls.
- Handle guest mail and messages.
- Perform check-out services.
- Open and close shifts making cash drops as necessary.
- Maintain market stock and coffee area as needed.
- Assist in checking all lobby fixtures, equipment and conditions (lights, heating/cooling, furniture, wallpaper, etc.) for proper operation, settings and maintenance. Report deficiencies.
Customer Assistance Representative
American Airlines
Arlington, VA
05.2025 - 11.2025
- Greeting customers when they enter the airport or arrive in the ticket area
- Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures
- Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)
- Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces)
- Troubleshooting kiosk technology issues to identify the source of issues or errors
- Communicating with IT about kiosk technology issues that require additional servicing
- Verifying that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity)
- Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)
Lead Agent/Compliance Coordinator
American Airlines
Rochester, NY
04.2021 - 05.2025
- Ensured strict adherence to regulatory requirements through comprehensive investigations.
- Assessed and enforced compliance with pertinent legal and regulatory standards.
- Strengthened business partnerships by managing comprehensive training programs for employees and supervisors.
- Designed and executed robust monitoring systems to ensure continuous compliance with relevant laws and regulations.
- Implemented risk assessment strategies to proactively identify compliance gaps and enhance operational efficiency.
- Oversee Customer Service and Ramp activities at the station, including performance, safety, customer service, and employee engagement
- Ensure the station meets its operational goals and performance metrics
Outpatient Registration
University of Rochester, Strong Memorial Hospital
Rochester, NY
02.2023 - 12.2024
- Primary role of the PRA will be checking in and out patients, scheduling appointments in the cadence system via e-Record, registration, billings/end of day closeout tasks, PRA will use ambulatory eRecord efficiently. PRA is also responsible for answering phones throughout the day for all physicians, APP, and practice manager. Responsible for accurate and timely documentation into eRecord. Helps support team members when needed. In addition, provides administrative support to a physician(s)
Front Desk Manager
Hyatt Regency
Rochester, NY
03.2022 - 12.2024
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Managed guest check-in and check-out procedures, reservations and payments.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
Patient Access Associate
Highland Hospital
Rochester, NY
01.2018 - 01.2019
- Primary role of the PRA will be checking in and out patients, scheduling appointments in the cadence system via e-Record, registration, billings/end of day closeout tasks, PRA will use ambulatory eRecord efficiently. PRA is also responsible for answering phones throughout the day for all physicians, APP, and practice manager. Responsible for accurate and timely documentation into eRecord. Helps support team members when needed. In addition, provides administrative support to a physician(s)
Education
Associate's degree - Communications
Monroe Community College
Rochester, NY06-2017
Bachelor of Science - Business Administration And Management
University of Rochester
Rochester, NY06-2022
Timeline
Outpatient Access Specialist
University of Rochester
11.2025 - Current
Front Desk Agent
Hilton Garden Inn
07.2025 - 11.2025
Customer Assistance Representative
American Airlines
05.2025 - 11.2025
Outpatient Registration
University of Rochester, Strong Memorial Hospital
02.2023 - 12.2024
Front Desk Manager
Hyatt Regency
03.2022 - 12.2024
Lead Agent/Compliance Coordinator
American Airlines
04.2021 - 05.2025
Patient Access Associate
Highland Hospital
01.2018 - 01.2019
Associate's degree - Communications
Monroe Community College
Bachelor of Science - Business Administration And Management
University of Rochester