Kwaku Duah
Brooklyn,NY
Summary
Adept individual with more than 1 years experience working as a contact tracer and assistant supervisor. Determined and experienced in high volume call environment and interacting with contacts based on laid down procedure and script. I have strong work ethic and work very well in a team.
Overview
8
8
years of professional experience
Work History
Assitant Supervisor
United Health Group, Optum
Brooklyn, NY
06.2021 - 03.2022
- Supported Supervisor by preparing production reports and collating quality documentation.
- Assisted my supervisor with training of team members on new script releases and changes in procedure.
- Preparing and undertaking Presentations.
- Taking team meeting notes.
- Achieved consistent quality score of 100%
- Periodically supporting weekend team (Larger team) with answering Knowledge management( Procedure related) related questions.
- Leading team meeting.
- Periodically Presenting New Knowledge management .
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and high quality score.
NYS Contact Tracer (COVID-19)
United Health Group, Optum
Brooklyn, NY
12.2020 - 03.2022
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts according to laid down procedure and script.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts according to laid down procedure and script.
- Communicated with documented COVID-19 patients and other exposed persons via inbound and outbound calling.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Scheduled Vaccine Appointment through outbound calling using Smartsheet.
- Identified duplicate interactions based on laid down procedure.
- Escalated issues that needs to be addressed by supervisors.
- Gained trust of patients while on call to sustain their interest to continue interaction with us for daily Monitoring.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Maintaining higher quality score as assistant Supervisor.
Associate and Supervisor
Ipark LLC
Brooklyn, NY
07.2016 - 01.2019
- Assisted in Car renting Processes.
- Helped with Car Parking Arrangements.
- General Work Assistance
Customer Service and Retail Associate
Save A Thon Stores
New York, NY
02.2013 - 11.2014
- Developed and actualized customer service initiatives to decrease wait times.
- Provided primary customer support to internal and external customers.
- Informed customers about special promotions and provided detailed information for various products.
- Sales of Materials
Patient Care Nurse Assistant
Adanse Fomena Medical Center
Fomena, Ghana
01.2009 - 10.2010
- Recognized patient and family reactions to hospitalization, illness, procedures and staff and initiated supportive measures.
- Communicated and documented pertinent observations and information to maintain complete and accurate record of care given to patient.
- Offered direct physical care and basic nursing procedures and treatments for patients in stable condition under general supervision of RN.
- Assisted doctors in the delivery of medical procedures and provided basic life support in case of emergencies.
- Coordinated patient care, social work referrals, and outpatient treatment.
- Educated patients and families in areas of medication, safety, prevention, and symptom management.
Education
Diploma - Community Nursing
Nursing And Midwifery College Adansi-Fomena
Adansi Fomena, Ghana11.2008
High School Diploma -
Kumasi Technical Insitute
Kumasi, Ghana07.2004
Skills
- Effective verbal and written Communication and active listening skills
- Attention to detail
- IT skills
- Leadership skills
- Customer Service skills
Timeline
Assitant Supervisor
United Health Group, Optum
06.2021 - 03.2022
NYS Contact Tracer (COVID-19)
United Health Group, Optum
12.2020 - 03.2022
Associate and Supervisor
Ipark LLC
07.2016 - 01.2019
Customer Service and Retail Associate
Save A Thon Stores
02.2013 - 11.2014
Patient Care Nurse Assistant
Adanse Fomena Medical Center
01.2009 - 10.2010
Diploma - Community Nursing
Nursing And Midwifery College Adansi-Fomena
High School Diploma -
Kumasi Technical Insitute