Hi, I’m
Athena Dumire
Phoenix,AZ
Summary
Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
years of professional experience
Work History
Inovalon
Customer Service Advocate III
10.2019 - 01.2023
Job overview
- Provide initial triage and first line technical support for users of Inovalon software applications.
- Investigate and resolve technical or procedural issues related to Inovalon software applications, third party used applications and the end user.
- Ability to empower end-users to support themselves using our knowledge base
- Educate and empower Inovalon customers to become better users of our products
- Proactively look for solutions to processes, workflows and incidents and propose improvements if something could be improved
- Communicates professionally with client organization patients, providers and caregivers to obtain or provide clinical and/or programmatic information
- Triage inbound calls and direct to appropriate team members
- Collect clinical information and simultaneously document data into a computer-based program
- Appropriately document all relevant information regarding patients and providers while abiding by all HIPAA and associated patient confidentiality requirements
- Maintain compliance with Inovalon’s policies, procedures and mission statement
- Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Self
Contractor
06.2019 - 10.2019
Job overview
- Delegated assignments based on site plans, project needs and knowledge of individual team members
- Collaborated with management, technical crew members and fellow supervisors to organize efficient site operations and achieve demanding schedule targets
- Identified and implemented strategic plans based on accurate readings of specifications and solid collaboration with project leadership
- Met with designers and engineers to address conflicts and reach appropriate solutions
- Coordinated paperwork and inspections required for each type of building to keep work flows running smoothly and to avoid backlog
- Worked closely with owners throughout process to keep projects in line with individual visions
- Meticulously tracked all parts and equipment used on each job site
- Evaluated incoming materials for quality and amounts ordered
- Interviewed, hired and trained new workers
- Established clear priorities and production quality standards
- Evaluated each staff member's strengths and assigned tasks based upon expertise and background
- Reviewed project details to ensure correct materials and equipment were brought to job sites
- Ensured projects were completed according to approved time, quality and cost estimates
- Asserted control over material usage and contractor man-hours to keep projects in line with budgetary restrictions
- Oversaw employee attendance record, handled payroll and ordered new materials for sites
- Communicated with all stakeholders on job milestones
- Developed work schedules for all team members to maximize shift coverage
- Handled all issues with relative ease by implementing best practices and applying critical thinking skills to find best solutions
- Interacted in positive manner with employees to demonstrate high standards and mitigate issues effectively
- Set and revised production schedules to meet changing demands
- Reworked positions and workflow based on individual abilities and production targets
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Dollar General
Third Key Holder
11.2018 - 02.2019
Job overview
- Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs.
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
- Rotated merchandise and displays to feature new products and promotions.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Performed investigations on market flows to identify seasonal trends and forecast consumer needs.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Answered questions about store policies and concerns to support positive customer experiences.
- Handled customer service by dealing with complaints, organizing stock and answering customer questions.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Onboard new employees, including training, mentor and new hire documentation.
- Maintained high levels of organization in store by directing customers and replenishing merchandise.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Acted as point of contact for vendor collaboration for contracted services.
- Trained and managed associates in customer service and sales techniques.
- Monitored security and handled incidents calmly.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Completed store opening and closing procedures.
Labor Systems
Punch List Person
12.2017 - 11.2018
Job overview
- Accurately read blueprints and job specifications to plan completion of each job.
- Expanded revenue by effectively prioritizing jobs and processing work orders.
- Participated in safety seminars.
- Cleaned job site after each shift.
- Transported heavy materials using tugs, hand trucks and pallet jacks throughout work zone.
- Read work orders or received oral instructions to determine work assignments and equipment and materials needed.
- Thoroughly cleaned all construction and work sites to avoid hazards.
- Assisted team members with tasks that require group effort.
- Worked alongside staff to discuss and implement best practices and exceed team objectives.
- Performed thorough quality checks on products and materials to identify any defects.
- Solved and identified any complex issues that impacted management.
- Prepared job sites to ensure safety and efficiency.
- Led inventory processes to minimize project lags.
- Notified supervisors of defective equipment or material.
- Followed written instructions to construct various types of equipment.
- Worked alongside team to accomplish work goals according to schedule.
- Directed traffic away from hazardous locations, protecting team members and general public.
- Learned diverse construction trades skills, including basic carpentry, painting and plastering.
- Updated logs and reported on job progress.
- Collaborated with team members to carry out efficient work with optimal safety and achieve timetables.
- Efficiently prepared job sites by removing debris and setting up materials and tools.
- Used required tools to complete jobs, including hammers, saws, squares, levels and fastening devices.
- Worked with speed and accuracy to consistently meet production standards.
- Completed heavy labor tasks, including paving roads, hauling materials and digging ditches.
- Actively attended safety training and workshops offered by employer, bolstering overall knowledge of appropriate measures and determining areas requiring improvement.
- Constructed and broke down temporary retaining walls and scaffolding to support project needs.
- Accurately read blueprints and job specifications to plan completion and estimate costs of each job.
- Reworked positions and workflow based on individual abilities and production targets.
- Meticulously tracked all parts and equipment used on each job site.
- Evaluated production levels, quality standards and maintenance actions to identify and address operational problems and maintain targets.
- Located and investigated production concerns and helped management implement corrective actions.
- Repaired faults, reassembled products and completed additional tests.
Adina Care Home
Caregiver
08.2015 - 12.2017
Job overview
- Helped clients maintain optimal health by overseeing medication administration and all doctors appointments.
- Assisted patients with personal requirements, including keeping spaces clean and helping with grooming.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Provided safe mobility support to help patients move around personal and public spaces.
- Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
- Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
- Evaluated patients to identify and address wounds, behavioral concerns and medically-relevant symptoms.
- Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
- Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping.
- Documented vitals, behaviors and medications in client medical records.
- Maintained frequent supervision of residents unable to call for assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted residents with daily hygiene, including dental and mouth care, bath functions and hair care.
- Kept patients mentally alert by entertaining, conversing and reading aloud to patients.
- Worked to improve and enhance patient lives through effective and compassionate care.
- Changed dressings, bandages and binders to maintain proper healing and sanitary measures.
- Administered medication as directed by physician.
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Monitored progress and documented any patient health status changes to keep healthcare team updated.
- Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers.
- Turned and positioned bed bound patients to prevent bedsores and maintain comfort levels.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Walgreens
Photo Tech
02.2013 - 06.2015
Job overview
- Reviewed weekly sales circulars and monitored price changes.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Counted cash in register drawer at beginning and end of shift.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Answered questions about store policies and concerns to support positive customer experiences.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Mentor new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Checked prices for customers and processed items sold by scanning barcodes.
- Provided high level of assistance to customers regarding special photo projects.
- Updated tags, displays and signage for special promotions.
- Performed opening and closing procedures to keep operations running smoothly.
- Implemented time-saving methods, which enabled photo lab to run more efficiently.
- Managed escalated customer orders in timely and professional manner.
- Maintained lab printers and processing equipment, ensuring proper functioning for each shift.
- Accepted and completed in-person and online orders for photographs and photo merchandise.
- Managed photo lab inventory, placing orders for toner, ink and paper when supplies were low.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
- Alternated goods in inventory by observing “first in, first out” approach to keep shelves organized and properly stocked.
- Prepared merchandise for transfer to shelves by removing packing materials and applying identifying codes, such as price or inventory control numbers.
- Regularly assessed sales floor stock levels to replenish with backstock merchandise before depletion.
- Changed sales floor signs to show current pricing and support product promotions.
- Maintained well-organized restocking areas to avoid blocking aisles or creating safety hazards.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
- Checked packages and merchandise for damage and quickly notified vendors to request replacements.
- Maintained accurate inventory records to provide data for use in audits and completion of order requests
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Blocked and faced products on displays and shelves in accordance with company policy.
- Greeted customers and directed to requested products.
- Maintained neat, orderly and safe work space.
- Operated RF scanners to track merchandise and verify contents of containers.
- Performed inventory control, such as counting and stocking merchandise.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Operated photo department cash register to scan items and process checks and credit card transactions.
Education
College America - PhoenixPhoenix, AZ
GED
02.2019
Skills
- Leadership
- Conflict Resolution
- Project management
- Coaching and mentoring
- Staff training/development
- Goal-oriented
- Data entry
- Organizational skills
- Analytical
- Troubleshooting
- Critical thinking
- Document review skills
- Consumer research
- Educating customers
- Contract development
- Technologically savvy
- Microsoft Office expertise
- Data evaluation
- Quality control
- Inbound and Outbound Calling
- Business development understanding
- Quality assurance controls
- Computer Proficiency
- Customer service awareness
Timeline
Customer Service Advocate III
Inovalon
10.2019 - 01.2023
Contractor
Self
06.2019 - 10.2019
Third Key Holder
Dollar General
11.2018 - 02.2019
Punch List Person
Labor Systems
12.2017 - 11.2018
Caregiver
Adina Care Home
08.2015 - 12.2017
Photo Tech
Walgreens
02.2013 - 06.2015
College America - Phoenix
GED