Amy Gleva
North Liberty
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Night Auditor
Comfort Suites Hotel
02.2022 - 08.2025
- Managed nightly financial audits to ensure accurate reporting and compliance with hotel policies.
- Reconciled daily cash reports, verifying transactions to maintain financial integrity.
- Coordinated guest check-ins and check-outs, enhancing customer service experience during night hours.
- Monitored security systems, ensuring safety protocols were followed for guest protection.
- Trained new staff on night auditing procedures and operational standards for efficiency.
- Resolved guest inquiries and concerns promptly, fostering positive relationships and satisfaction.
- Generated detailed end-of-day reports to provide management with insights on occupancy and revenue trends.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Head of Housekeeping Services
Comfort Suites Hotel
12.2018 - 01.2020
- Oversaw daily operations of housekeeping services, ensuring high standards of cleanliness and guest satisfaction.
- Implemented training programs for staff, enhancing efficiency and service quality across all housekeeping teams.
- Developed and maintained schedules to optimize labor resources and meet operational demands effectively.
- Conducted regular inspections to ensure compliance with health and safety regulations in all housekeeping areas.
- Collaborated with management to establish cost-effective purchasing strategies for cleaning supplies and equipment.
- Improved customer ratings by promptly addressing any guest concerns or complaints regarding housekeeping services.
Home Health Aide
Comfort Homes
07.2017 - 06.2018
- Provided personal care and companionship to clients, enhancing daily living activities.
- Assisted clients with medication management, ensuring adherence to prescribed schedules.
- Monitored client health conditions, reporting changes to nursing staff for timely interventions.
- Developed and maintained strong relationships with clients and families, fostering trust and communication.
Customer Service Representative
Press Ganey
02.2017 - 06.2017
- Utilized CRM systems to track interactions, manage follow-ups, and maintain accurate customer records.
- Analyzed customer feedback to identify trends and recommend improvements for operational processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Memorial Home Care
07.2008 - 01.2012
- Managed customer inquiries and resolved issues to enhance patient satisfaction.
- Installed and maintained durable medical equipment for optimal patient use.
- Managed inventory levels of medical supplies, ensuring timely replenishment.
- Educated patients and caregivers on proper use, cleaning, and storage of various DME items, reducing misuse incidents.
- Participated in community outreach events, raising awareness about the benefits of DME products and how they can improve patients'' quality of life.
Education
GED -
James Whitcomb Riley
South Bend, INSkills
- Night auditing
- Financial reconciliation
- Customer service
- Cash handling
- Compliance adherence
- Cleaning standards
- Health and safety regulations
- Conflict resolution
- Quality assurance inspections
- Guest relations management
Timeline
Night Auditor
Comfort Suites Hotel
02.2022 - 08.2025
Head of Housekeeping Services
Comfort Suites Hotel
12.2018 - 01.2020
Home Health Aide
Comfort Homes
07.2017 - 06.2018
Customer Service Representative
Press Ganey
02.2017 - 06.2017
Customer Service Representative
Memorial Home Care
07.2008 - 01.2012
GED -
James Whitcomb Riley