Detail-oriented and familiar with successful strategies for empowering employees. Cultivates new abilities and builds knowledge base to better engage in company operations and serve customers. Demonstrated success in improving team efficiency and business profits.
Skills
Account management
Call center operations
Membership renewals
Payment processing
Data entry
Database maintenance
Training and development
Customer support
Shipping and receiving understanding
Stockroom procedures
Data evaluation
Conflict mediation
Microsoft Office expertise
Employee coaching
System implementation
Direct sales
Credit card payment processing
Senior leadership support
High-energy attitude
Report generation
Quality control
In-store support
Business development understanding
Quality assurance controls
Report creation
Schedule mastery
Customer relations
Promotional support
Inbound and Outbound Calling
Project management abilities
Staff development
Key accounts and territory management
Issue and conflict resolution
Contract development and management
Workforce Management
Problem resolution
Customer service
Computer skills
Supervision
Clerical
Organization
Experience
09/2020 to 01/2021
Call Center Customer Service RepresentativeCuro Health Services – Columbus, GA,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Maintained strong call control and quickly worked through scripts to address problems.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Consulted with customers regarding needs and addressed concerns.
05/2006 to 02/2011
Training Manager24-7 Intouch – Clearwater, FL,
Mentored team members to succeed and advance within department and company.
Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
Analyzed employees' skill levels and implemented new techniques to boost staff knowledge.
Effectively trained instructors and supervisors on techniques for managing employees.
Created testing and evaluation procedures to assess performance before, during and after training sessions.
Led training classes and recorded instruction for later use.
Utilized technology to train new employees and provide effective onboarding.
05/2005 to 02/2011
Dental AssistantKenaitze Indian Tribe – Kenai, AK,
Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment.
Created dental x-rays using traditional and digital methods to help dentists detect tooth decay, cavities and other issues needing to be treated.
Took bitewing, periapical, panoramic and occlusal X-rays and prepared for dentists to review.
Laid out dental instruments and equipment before procedures.
Educated patients on treatment procedures and post-procedure home care.
Entered patient data into dental records system and observed all confidentiality rules to maintain patient privacy.
Took patient blood pressure, pulse and temperature and accurately recorded results in patient charts.
Took preliminary impressions of patient teeth to prepare for custom impressions and fabrication of permanent dental work.
Educated patients on techniques to optimize oral hygiene, control plaque and protect teeth and gums.
Followed dentists' directions for giving patients desensitizing agents to prepare for anesthetic administration.
Applied sealants and protective coatings to teeth to protect enamel and prevent cavities.
Built loyal patient following and retained return patients by providing empathetic and caring service.
Stocked and prepared exam and treatment rooms by setting up required instruments, tools, supplies and equipment.
Sterilized tools, exam chair, trays and surfaces for clean and safe dental office.
Escorted patients to exam rooms while making friendly conversation to prepare for cleanings and procedures.
Assisted dentists in permanent and temporary restorative procedures, including applying dental fillings, placing temporary crowns and seating permanent crowns.
Managed use, cleaning, sterilization and storage of instruments according to American Dental Association standards.
Gathered medical information, dental health history and vitals from patients.
Scheduled cleanings and dental appointments for patients using appointment software.
Created bitewing, panoramic and periapical X-ray images for dentist to review.
Protected patients by sterilizing instruments and equipment between every consultation.
Maintained master calendar and scheduled new appointments based on provider availability.
Supported dentist chairside with procedures including root canals and extractions.
Instructed patients on postoperative care to protect dental work and promote healing.
Produced opposing models, study casts and impressions to provide dentists with information on relationship between teeth, gums and dental arches.
Monitored proper clinical area appearance, sterilization and restocking by creating daily, weekly and monthly assistant tasks lists.
Supported dentist with completing minimally invasive and advanced surgical procedures.
10/2002 to 05/2005
Presidential Ceremonial GuardsmanUnited States Air Force, USAF – City, STATE,
Handpicked to serve as a member of the United States Air Force (USAF) Presidential Honor Guard.
Represented the USAF at public and official ceremonies within the National Capital Region. Ceremonies included: Arrivals for foreign dignitaries, funerals for deceased AF personnel, wreath-laying ceremonies at the Tomb of the Unknown, White House arrival ceremonies, receptions and other state and military occasions.
Performed in more than eighteen-hundred ceremonies.
Was selected to serve as Administrative Assistant to the Honor Guard Technical Training School from Jan 2003 - Mar 2005.
Collaborated with Air Education Training Command (AETC) to rewrite, validate and publish training program and policy guidance, including, Operating Instructions (OI’s) and Manuals for the USAF Honor Guard Technical Training School.
Education and Training
Expected in 05/2019 to to
Associate of Science: Behavioral Sciences Granite State College - Concord, NH GPA:
Expected in 05/2020 to to
Bachelor of Science: Business Management Granite State College - Concord, NH GPA:
Certifications
Certified Dental X-Ray, Film & Digital. North Carolina AHEC -Dec 2009.
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