Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amy Small

Summary

Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.

Diligent with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

29
29
years of professional experience

Work History

Customer Service Manager

Orono IGA
05.2025 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Researched and corrected customer concerns to promote company loyalty.

ED Technician

Helen S Dunn Scholl
11.2024 - 06.2025
  • Enhanced student learning by implementing individualized education plans tailored to each student''s needs.
  • Coordinated closely with related service providers such as speech therapists and occupational therapists, integrating their recommendations into daily lessons.
  • Established strong rapport with students, cultivating trustful relationships that supported emotional well-being alongside academic growth.

Orthodontic Assistant

PCHC Dental
09.2019 - 11.2024
  • Took x-rays, photographs and impressions of patients' teeth and mouth.
  • Prepared patient for orthodontist and performed simple tasks such as tightening braces and conducting preliminary examinations.
  • Prepped examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
  • Taught patients strategies for boosting oral hygiene, controlling plaque and protecting tooth enamel from long-term damage.
  • Set appointments and made follow-up calls.
  • Poured and shaped molds from impressions and trimmed molds in grinder.
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
  • Educated patients on postoperative care and best practices for protecting dental work and boosting healing process.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
  • Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
  • Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics.
  • Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.

Dental Billing Specialist

PCHC Dental
08.2017 - 09.2020
  • Responded to customer concerns and questions on daily basis.
  • Executed billing tasks and recorded information in company databases.
  • Used data entry skills to accurately document and input statements.
  • Managed invoicing and payment processing operations.
  • Handled account payments and provided information regarding outstanding balances.
  • Monitored outstanding invoices and performed collections duties.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Received and sorted mail, prepared packages for delivery and scanned documents.
  • Generated financial statements and reports detailing accounts receivable status
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.

Shift Leader

Governors Restaurant
04.2012 - 08.2017
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Enforced company policies and regulations with employees.
  • Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Identified team weak points and implemented corrective actions to resolve concerns.

Quality Assurance Specialist

Wyman's Of Maine
07.2009 - 04.2012
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Monitored product standards and quality-control programs.
  • Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.

Special Ed Teacher's Assistant

Ellsworth High School
09.2002 - 06.2006
  • Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
  • Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues.
  • Maintained positive attitude and affirmatively communicated with each student.
  • Supported teacher in development of individual learning strategies.

Orthodontic Assistant

Associates In Orthodontics
09.1998 - 08.2002
  • Took x-rays, photographs and impressions of patients' teeth and mouth.
  • Prepared patient for orthodontist and performed simple tasks such as tightening braces and conducting preliminary examinations.
  • Prepped examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
  • Taught patients strategies for boosting oral hygiene, controlling plaque and protecting tooth enamel from long-term damage.
  • Set appointments and made follow-up calls.
  • Poured and shaped molds from impressions and trimmed molds in grinder.
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
  • Educated patients on postoperative care and best practices for protecting dental work and boosting healing process.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
  • Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
  • Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
  • Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics.
  • Staged tray for procedures by arranging dental instruments and equipment.

Dental Assistant

Dr. John Royal DDS
07.1996 - 09.1998
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
  • Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
  • Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
  • Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
  • Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
  • Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
  • Explained treatment procedures and instructed patients on home care guidelines.
  • Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
  • Prepared and arranged instruments, medications and required materials for dental procedures.

Education

GED -

Bangor Adult Education
Bangor
11.1999

Dental Assistant EDA - Dental

Concorde Career Institute
Jacksonville, FL
06.1996

Skills

  • Emergency Treatment
  • Patient Care Standards
  • Restorative Procedures
  • Disinfection and Sterilization
  • Medical Charting
  • Customer focused
  • Postoperative Care Instructions
  • Dental Impressions
  • Equipment and Instrument Sterilization
  • Problem-solving
  • Complaint resolution
  • Team building and leadership
  • Call center management
  • Account management

Timeline

Customer Service Manager

Orono IGA
05.2025 - Current

ED Technician

Helen S Dunn Scholl
11.2024 - 06.2025

Orthodontic Assistant

PCHC Dental
09.2019 - 11.2024

Dental Billing Specialist

PCHC Dental
08.2017 - 09.2020

Shift Leader

Governors Restaurant
04.2012 - 08.2017

Quality Assurance Specialist

Wyman's Of Maine
07.2009 - 04.2012

Special Ed Teacher's Assistant

Ellsworth High School
09.2002 - 06.2006

Orthodontic Assistant

Associates In Orthodontics
09.1998 - 08.2002

Dental Assistant

Dr. John Royal DDS
07.1996 - 09.1998

GED -

Bangor Adult Education

Dental Assistant EDA - Dental

Concorde Career Institute

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