Maxine Mahmoud
Atlanta,GA
Summary
Customer Service Professional experienced in delivering exceptional service and fostering strong relationships with colleagues and external partners. Achieved positive customer experiences through effective communication, problem-solving, and a proactive approach. Welcoming Night Auditor recognized for accuracy in financial reconciliation and efficiently addressing guest needs.
Overview
15
15
years of professional experience
Work History
Night Auditor
Crestline Hotels and Resorts
Atlanta, GA
01.2011 - Current
- Represent the hotel to the guest throughout all stages of the guest's stay. Use proper audit procedures to ensure all aspects of hotel accounting for all areas of hotel operations are processed correctly and accurately recorded, protecting the brand and asset against liability and fraud. Balance the hotel’s daily revenue and expense transactions. Identify the causes of out-of-balance situations in a timely manner. Work closely with the Engineering and Housekeeping department in keeping room status reports up to date and coordinate requests for maintenance and repair work. Answer guests’ questions about the hotel services and amenities. Resolve guest complaints ensuring guest satisfaction. Run the night audit final, after ensuring all revenue is in balance. Use proper telephone etiquette and maintain high standards of personal appearance and grooming. Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. Maintain confidentiality of information. Show initiative, including anticipating guest or operational needs.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Generated and printed daily financial reports to track hotel performance.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
Agent Support Representative
Humana
06.2024 - 03.2026
- Provide timely and effective sales support to Humana’s selling agents. Handle a high volume of inbound and some outbound phone calls to assist insurance agents with enrollment inquiries including the following: agent compliance (contracting, licensing, and certification), pre-enrollment inquiries selling Medicare Advantage, Medicare Supplement, Dental and Vision, and agent commissions. Perform inbound and outbound calls from internal and external selling agents in a fast-paced call center. Assist agents with all pre-enrollment inquiries including compliance verification, product, and processes. Utilize documents, websites, and local networks to research and resolve inquiries of agents, involving Member enrollment and company products. Build and strengthen relationships with both internal and external agents helping to build Humana’s brand.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Coordinated events for agent networking opportunities that led to business growth within the organization''s market share.
- Streamlined agent onboarding process for greater efficiency and reduced training time.
Customer Care Coordinator
Verizon
12.2010 - 02.2024
- Manage and prioritize multiple project assignments. Monitor and evaluate customer contacts to identify call drivers and to identify key call behaviors to improve customer care. Compile and analyze data to provide recommendations for system and process improvement. Prepare formal presentations to review findings and recommendations in settings with various levels of leadership. Answers customer inquiries concerning coverage, services, products, billing and devices. Work in one or multiple queues/skill sets over various customer contact channels. Continually maintain working knowledge of all company products and services. Facilitate team meeting topics to keep peers informed of various process and procedure updates impacting customer care agents.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisted call-in customers with questions and orders.
- Took ownership of customers issues to follow problems through to resolution.
Education
Business Administration - Paralegal Studies
Brunswick Jr. College
Brunswick, GA 05.2001 -
Skills
Night audits
Front desk operations
Revenue monitoring
Financial reporting
Balancing transactions
Multitasking
Guest services
Teamwork and collaboration
Timeline
Agent Support Representative
Humana
06.2024 - 03.2026
Night Auditor
Crestline Hotels and Resorts
01.2011 - Current
Customer Care Coordinator
Verizon
12.2010 - 02.2024
Business Administration - Paralegal Studies
Brunswick Jr. College
05.2001 -