Cherimoya Wright-Irby
Sanford,FL
Summary
Dedicated Consultant bringing dynamic skills in client oversight, issue resolution, and presentation. Successful juggling multiple tasks and projects simultaneously. Excellent business knowledge within the field.
Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Training & Development Consultant/Learning Consultant
The Hartford
2019.06 - Current
- Offered exceptional customer service to individuals within the virtual contact center and GB claims department
- Maintained adherence to policy provisions and state/federal regulations
- Delivered efficient solutions to customer inquiries with professionalism
- Experienced in working with multiple Learning Management platforms
- Facilitated and coached individuals to enhance their skills
- Proficient in adult learning theory, training and development methods, and career development strategies
- Maintained history records and related problem documentations for future reference
- Created and implemented effective instructional materials for adult learners
- Led engaging and informative classes both in person and virtually
- Analyzed and summarized customer issues to prepare solutions/clarifications for responding to customers.
- Experienced working knowledge of disability claims systems (DCS/LCS/THAA)
- Experience with multiple LOBs (STD, STAT, LM, AM, PFL, LTD, LIFE, PW, FOW)
- Managed project management resources and identified learning needs/solutions to meet them.
- Helped onboard and develop new employees.
- Ensured that learning solutions were in line with business goals by collaborating with Business partners.
- Experienced with Learning Management Systems
- Assessed and evaluated training programs and content, making recommendations.
- Curriculum coordination.
Customer Care Analyst
The Hartford
2015.10 - 2019.05
- Maintained a reputation for providing top-notch customer service within the virtual contact center
- Proficient with STD and LM.
- Successfully supported customer inquiries and resolved issues as a Subject Matter Expert in LM within the LM Help Chat for the CCC.
- Demonstrated commitment to excellence in the workplace with Time Warner
- Ensured compliance with policy provisions and state/federal regulations.
- Delivered prompt and professional solutions for customer inquiries via phone calls
- Engaged in conversations with callers regarding claim status, policy provisions and relevant state/federal regulations on a daily basis
- Organized and recorded historical data and associated problem documentation for future reference.
- Utilized problem-solving skills to effectively address customer concerns and provide necessary assistance
- Provided guidance and training to newly hired employees
Front Desk Coordinator
Classic Smiles
2015.07 - 2015.09
- Managed day-to-day front desk operations while also carrying out additional administrative responsibilities
- Delivered exceptional customer service
- Managed patient check-ins and check-outs with precision
- Maintained accurate medical history records.
- Managed billing and insurance procedures, including verifying insurance coverage and submitting claims.
- Prepared various forms of communication for Dentist, including emails, memos, letters, telephone calls, and inquiries
- Handled end of day reports and deposits
Treatment/Patient Coordinator
Complete Dental
2014.08 - 2015.07
- Efficiently handled front desk operations, along with additional administrative responsibilities.
- Delivered exceptional customer service.
- Managed patient check-in and check-out processes in a professional manner.
- Maintained accurate and up-to-date medical records for all patients.
- Billing services, including insurance verification and claim submission.
- Facilitated correspondence for dentists, including emails, memos, letters, and telephone calls.
- Oversaw the completion of end-of-day reports and cash handling.
- Effectively communicated treatment plans and payment options to patients.
- Established and executed payment plans with clients for optimal financial recovery.
- Supported clients with financing applications, including Care Credit and Lending Club.
- Maintained inventory of medical supplies and equipment used in providing patient care.
- Monitored compliance with HIPAA regulations regarding confidentiality of patient information.
- Processed referrals from primary care providers for specialist consultations or treatments.
- Answered incoming calls from patients, providers, and insurance companies in a courteous manner.
- Ensured compliance with HIPAA regulations related to the protection of confidential patient information.
Senior Advocacy Coordinator
Capital One
2012.10 - 2014.08
- Managed and resolved highly escalated customer calls as a customer service supervisor
- Implemented successful strategies for managing conflicts
- Provided friendly customer service in high volume call center environment
- Managed and completed assigned projects efficiently
- Utilized AS400, Microsoft Word, Outlook and Excel in daily operations
- Managed call center goals and objectives while providing exceptional service
Administrative Assistant
StarMark Cabinetry
2012.01 - 2012.09
- Provided support to the billing department
- Managed receptionist responsibilities across various departments
- Effectively managed and executed assigned tasks
- Prepared emails, memos, and letters for the design department.
- Managed the completion of faxing and mailing tasks across various departments.
- Registered and invoiced incoming designs
- Maintained consistent documentation of daily and weekly reports
- Utilized AS400 for improved TTCs.
- Scheduled appointments between clients and customers and internal staff members.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Managed database systems containing customer contact information.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Compiled data from various sources into organized reports for review by management team.
- Directed customer inquiries to appropriate department personnel.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
Licensed Dental Assistant/Administrative Assistant
Metropolitan Pediatric Dental Associates
2002.08 - 2011.12
- Managed front desk operations and performed various administrative tasks.
- Worked as a licensed Dental Assistant with experience in caring for children ranging from infancy to 20 years old, focusing on those with autism and developmental disabilities
- Provided support to Dentist in both office and hospital environments
- Handled telephone calls and inquiries on behalf of Dentists.
- Expanded dental responsibilities to incorporate digital x-ray operation and paperless charting
- Enhanced efficiency in dental charting and paperwork
- Obtained certification in CPR
- QSI dental software
- Instructed patients on postoperative instructions regarding diet, medications, activities.
- Managed patient charts electronically via electronic health records system.
- Performed radiographic imaging processes such as X-rays and intraoral photography.
- Maintained cleanliness of the office environment by following infection control protocols established by OSHA regulations.
- Conducted routine laboratory duties such as mixing alginate impression material or pouring plaster casts.
- Displayed knowledge in use of digital x-ray systems along with other equipment used in general dentistry practices.
- Greeted patients in a friendly manner; scheduled appointments; verified insurance coverage.
- Provided chair-side assistance to dentists during dental procedures, including patient preparation and instrument sterilization.
- Answered telephone inquiries from patients regarding appointments or billing issues courteously and professionally.
- Educated patients on proper oral hygiene techniques and preventive care.
Education
Bachelors of Arts in Psychology -
Minnesota Metropolitan State University
Associates in Arts -
Century College, MN
Dental Assistant-Associate in Applied Science -
Century College, MN
Skills
- Well organized
- Ability to handle multiple projects
- Knowledge of office procedures and practices
- Ability to stay focused
- Multitasking
- Conflict resolution
- Customer service
- Facilitating and coaching skills
- Working knowledge of adult learning theory
- Training and development methods
- Project management
- Curriculum coordination
- Conflict resolution management
- Change Management
- MS Office
- Work Planning and Prioritization
- Project Implementation
- Project Leadership
- Analytical Thinking
- Strategic Planning
- Process Improvement
- Software troubleshooting
- Attention to Detail
- Data Analytics
- Processes and procedures
- Subject Matter Expert
- Client rapport
- Client Engagement
- Problem-Solving
- Performance Tracking
- Continuous Improvement
- Assessments
- Best Practices Implementation
Accomplishments
- Praised for being well organized and for having a unique ability to handle multiple projects at a time
- Knowledge of office procedures and practices
- Ability to stay focused and multitask in busy and fast paced environments
- Ability to effectively deal with conflict
- Praised for providing excellent customer service
- Obtained Six Sigma Yellow Belt
- The Hartford Insurance Group South Workplace Communications Pillar Catalyst
- Participating in Hartford Insurance Group’s SHINE Leadership Program 2024
- Six Sigma Yellow Belt; 2022
- Capital One Employee of the Month, August 2013
- Metropolitan State University Psychology Club; 2004-2006
- Century College Student Ambassador; 2000-2002
- Century College Mentor Program; 2001
- Secretary/Treasurer of Dental Assistant Club; 2001
- Century College Dean’s List; 2001
References
- Erin Zeller, 651-428-7606
- Victoriah Chang, 651-895-3789
- Donya Shahnavaz, 386-847-9070
- Mike Segovia, 623-693-4316
Volunteer Experience
- PTA Member Bentley Elementary 2016
- Seminole Boys & Girls Club, AL; 2014-2015
- Uganda Dental Mission; 2007-2011
- Glendale SDA Church Lead Teen Sabbath School Teacher, MN; 2003-2006
- Give a Child a Smile Day, MN; 2001-2010
- Union Gospel Mission, MN; 2001-2003
Certification
- Insync Training Certificate; 2020
Timeline
Training & Development Consultant/Learning Consultant
The Hartford
2019.06 - Current
Customer Care Analyst
The Hartford
2015.10 - 2019.05
Front Desk Coordinator
Classic Smiles
2015.07 - 2015.09
Treatment/Patient Coordinator
Complete Dental
2014.08 - 2015.07
Senior Advocacy Coordinator
Capital One
2012.10 - 2014.08
Administrative Assistant
StarMark Cabinetry
2012.01 - 2012.09
Licensed Dental Assistant/Administrative Assistant
Metropolitan Pediatric Dental Associates
2002.08 - 2011.12
Bachelors of Arts in Psychology -
Minnesota Metropolitan State University
Associates in Arts -
Century College, MN
Dental Assistant-Associate in Applied Science -
Century College, MN
- Insync Training Certificate; 2020
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