Stiven Fernandez

As Front Office Supervisor at Wild Dunes Resort, I oversee daily front office operations to ensure a seamless guest experience. My role includes supervising and supporting the front desk team, coordinating with other departments, and maintaining high standards of hospitality and efficiency. Key responsibilities include: Leading and motivating front office associates to deliver exceptional guest service. Managing check-in/check-out processes, guest inquiries, and problem resolution. Training and developing team members to align with Hyatt service standards. Assisting with scheduling, reporting, and operational improvements to enhance efficiency. Preparing and reviewing reports related to events and group stays to ensure accuracy and smooth coordination with sales, events, food & beverage and transportation teams. Driving guest satisfaction through attention to detail, proactive service, and personalized interactions.

I specialize in providing high-level support and solutions to clients, ensuring their needs are met with professionalism and efficiency. My role involves handling complex customer inquiries, resolving escalated issues, and collaborating across departments to deliver seamless experiences. I am committed to leveraging my extensive background in customer service and communication to enhance client satisfaction and contribute to ASM Research’s mission of delivering innovative solutions. By utilizing advanced problem-solving skills and a customer-first approach, I strive to build trust and foster long-term relationships with clients while continuously improving service processes. Key Focus Areas: - Managing escalated client concerns and providing timely, effective resolutions - Utilizing advanced tools and technology to streamline service delivery - Collaborating with cross-functional teams to implement process improvements

Developed an understanding of the EAP, Medicaid Unwinding impacts, and any state specific requirements and contractual requirements. Ensured all project-identified processes were followed and understood state regulations that impact outreach and education activities. Strategized, developed, and implemented plans to expand the brand in order to engage and connect with the community. Fostered relationships with community organizations that assist populations with securing health insurance coverage. Collaborated with local, state, municipal, and industry partners/organizations. Identified opportunities for engaging underserved populations. Planned virtual and in-person outreach and community events for consumer engagement geared towards the goals of the contract. Evaluated data and analytics to aid in planning and to determine campaign efficacy. Planned and aided in the design of outreach materials needed. Represented CMS EAP at conferences, events, and public forums. Demonstrated brand ambassador activities by sharing EAP social media messaging with partnerships.

Served as liaison for Colorado residents, HOAs, Townhall, and Allo outside plant operations to ensure a smooth and efficient installation process. Educated homeowners about the upcoming construction, gave them resources to report any incidental damages and asked questions to root out any potential problems. Accurately documented and reported potential issues to the internal team and construction contractors to help prevent concerns, damages, and delays before they arise.

Developed and established work methods and procedures, and trained and developed hourly employees. Implemented quality improvement and cost reduction corrective actions. Prepared reports and records according to standard operating practices. Conducted daily analysis of operating performance and took appropriate corrective actions. Maintained ongoing communications with vendors, maintenance professionals and contractors.

Actively managed tablet manufacturing during campaigns in multiple states, including Massachusetts, Illinois, Oklahoma, Ohio, Michigan, and Florida. Scaled up laboratory and tableting operations while ensuring high compliance standards. Proactively identified areas of improvement and implemented solutions. Performed safety tests, repairs, and calibrations for production equipment.

Coordinated various wine festivals, tastings, and events. Operated and maintained bottling equipment and production line Validated that the tasting room was stockpiled with wine and retail merchandise. Supervised laboratory and bottling operators during production shifts.