Fredonia Wright
Winston-Salem
Summary
Resourceful Insurance Analyst with strong background in analyzing and assessing risks to provide valuable insights for insurance companies. Strengths include outstanding analytical skills, ability to interpret complex data, and thorough understanding of insurance policies and regulations. Have significantly contributed to previous employers by developing efficient strategies that reduced operational costs
Overview
20
20
years of professional experience
Work History
Medicaid Eligibility Specialist
Conduent
Madison
12.2024 - Current
- Reviewed Medicaid applications for completeness and compliance with regulations.
- Assisted clients in understanding eligibility requirements and application processes.
- Processed documentation to determine client eligibility for Medicaid benefits.
- Educated clients about available services and resources within the Medicaid program.
- Maintained accurate records of client interactions and application statuses in systems.
- Responded to inquiries from clients regarding eligibility determinations and appeals process.
- Compiled and documented information regarding applicant's income, assets, insurance coverage and other relevant data.
- Responded promptly to inquiries from applicants, providers and other stakeholders concerning Medicaid services.
- Assisted customers by phone and scheduled appointments and treatments.
- Evaluated appeals of denied applications using established criteria.
- Processed requests for changes in existing Medicaid cases.
- Researched discrepancies between submitted forms and available records to ensure compliance with regulations.
Front Desk Agent
Hilton Garden Inn Hotel
Winston-Salem
10.2024 - Current
- A front desk agent is the first point of contact for guests, primarily responsible for providing excellent customer service and handling various tasks related to guest arrival, stay, and departure. This includes tasks like greeting guests, managing reservations, checking guests in and out, and addressing inquiries and complaints. I also play a crucial role in maintaining a positive and welcoming environment at the front desk.
- Greeted guests warmly upon arrival and departure.
- Managed reservations using hotel management software efficiently.
- Assisted guests with check-in and check-out procedures seamlessly.
- Responded to guest inquiries and resolved concerns promptly.
- Coordinated with housekeeping to ensure room readiness for arrivals.
- Processed payments and maintained accurate cash handling procedures.
- Provided information about hotel amenities and local attractions effectively.
- Collaborated with team members to enhance guest experiences consistently.
- Answered phones, responded to inquiries, and took messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Resolved customer complaints promptly and courteously.
- Inputted guest information into computer system accurately and securely.
- Managed cash drawer responsibly throughout shift.
- Maintained cleanliness of lobby area at all times.
Loan Processor
Truist
Winston-Salem
01.2024 - 12.2024
- As a loan processor, it is my professional responsibility to thoroughly examine loan applications, assessing credit standings, and finalizing loan contracts. I play an intermediary role between clients and financial institutions, ensuring timely loan approvals and protecting the organization's credibility.
- Reviewed loan applications for accuracy and completeness.
- Collaborated with underwriting team to assess borrower eligibility.
- Communicated with clients to gather necessary documentation.
- Maintained loan processing timelines and tracked application status.
- Prepared closing documents in compliance with regulations.
- Utilized loan processing software to manage workflow efficiently.
- Assisted in resolving issues related to loan processing delays.
- Ensured adherence to company policies and industry standards during processing.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Prepared loan documents including promissory notes, deeds of trust, mortgage insurance policies and truth-in-lending statements.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Developed relationships with clients, real estate agents, lenders, title companies and attorneys throughout closing process.
- Managed conditions sent from underwriting departments.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
Front Desk Receptionist
IHG Hotels & Resorts
Winston-Salem
10.2023 - 10.2024
- As a front desk receptionist, I am responsible for greeting and welcoming guests, receiving and delivering all incoming and outgoing mail and packages, answering all calls and directing as needed. I also schedule meetings, and coordinating office activities.
- Greeted and assisted guests with check-in and check-out procedures.
- Answered phone calls and responded to guest inquiries promptly.
- Managed reservation systems and updated guest information accurately.
- Coordinated with housekeeping to ensure room readiness for arrivals.
- Provided information about hotel amenities, services, and local attractions.
- Assisted in training new front desk staff on operational procedures.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Responded to inquiries and room requests made online, by phone, and via email.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
Front Office Manager
Embassy Suites by Hilton
Winston-Salem
11.2021 - 01.2024
- As front office manager, I'm responsible for handling customer complaints and special requests. Scheduling staff shifts and managing other HR-related tasks. Maintaining an orderly appearance throughout the reception area. Monitoring stock and ordering office supplies, including stationery and information leaflets.
- Managed daily front office operations and guest services at a luxury hotel.
- Supervised front desk staff to ensure exceptional customer experiences.
- Coordinated reservations and room assignments using hotel management software.
- Trained new employees on front office procedures and guest interactions.
- Addressed guest inquiries and resolved issues promptly and professionally.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Analyzed customer feedback data to identify areas of improvement.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Monitored office inventory to maintain supply levels.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
Front Desk Supervisor
Hilton Home2 Suites
Greensboro
03.2019 - 11.2021
- I was responsible for greeting and welcoming guests, receiving and delivering all incoming and outgoing mail and packages, answering all calls and directing as needed, scheduling meetings, and coordinating office activities.
Customer Service Representative
Alight Solutions
Winston-Salem
08.2016 - 03.2019
- As an insurance customer service representative, I managed insurance company inquiries, resolves service problems, documents customer requests, and finalizes policy adjustments. Additionally, I would assist insurance agents and sales representatives in resolving customer complaints.
- Provided exceptional support to clients via phone and email communications.
- Assisted in resolving customer inquiries and issues promptly and effectively.
- Utilized CRM software to track interactions and manage customer accounts.
- Monitored customer feedback to identify areas for service improvement.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
Team Leader
Duke Energy
High Point
01.2013 - 03.2016
- As a lead customer service representative, I was responsible for managing a group of customer service staff to assist in daily operations and help with customer issues.
- Led team in daily operations ensuring safety and compliance standards.
- Coordinated project schedules and resource allocation for efficient workflow.
- Facilitated communication between departments to support project goals.
- Evaluated team performance and provided constructive feedback for development.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed daily quality assurance duties to provide feedback for improvements.
Correctional Officer
North Carolina Department of Adult Correction
Bennettsville
08.2005 - 12.2012
- My duties as a correctional officer, I would enforce rules and keep order within jails or prisons. Supervise activities of people in custody. Inspect facilities to ensure that they meet security and safety standards. Conduct searches in the facility, such as of persons and property, for rule violations.
- Monitored inmate activities to ensure safety and compliance with facility rules.
- Conducted regular security inspections of buildings and grounds to prevent incidents.
- Managed inmate transportation to court appearances and medical appointments.
- Enforced facility policies while maintaining order during daily operations.
- Assisted in conflict resolution among inmates to promote a peaceful environment.
- Documented incidents and maintained accurate records for administrative review.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Inspected cells and conducted random searches of common areas.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct, and signs of conflict.
Education
High school diploma -
Richmond Senior High School
Rockingham, NCSkills
- Payroll
- Medical Office Experience
- Insurance Verification
- Accounts Receivable
- Guest Services
- Medical Scheduling
- Customer Service
- Information Verification
- Front Desk
- Microsoft Office
- QuickBooks
- Human Resources
- Office Management
- Salesforce
- Background in Insurance
- Arbitration
- Medicaid/Medicare
- Inbound/ Outbound
- Policy Review
- Credit Approval
- Attention to detail
- HIPPA Guidelines
- Ability to support affirmative actions
- Policy Review
- CMS
- Strong conflict resolution abilities
- Excellent communication and interpersonal skills
- Knowledge of labor laws and regulations
- Proficiency in documentation and record keeping
- Demonstrate accuracy and thoroughness
Timeline
Medicaid Eligibility Specialist
Conduent
12.2024 - Current
Front Desk Agent
Hilton Garden Inn Hotel
10.2024 - Current
Loan Processor
Truist
01.2024 - 12.2024
Front Desk Receptionist
IHG Hotels & Resorts
10.2023 - 10.2024
Front Office Manager
Embassy Suites by Hilton
11.2021 - 01.2024
Front Desk Supervisor
Hilton Home2 Suites
03.2019 - 11.2021
Customer Service Representative
Alight Solutions
08.2016 - 03.2019
Team Leader
Duke Energy
01.2013 - 03.2016
Correctional Officer
North Carolina Department of Adult Correction
08.2005 - 12.2012
High school diploma -
Richmond Senior High School