DANA CARROLL
St Louis,MO
Summary
An initiative-taking, dependable, and resourceful Customer Service professional who provides the highest level of support with every customer interaction. An advocate of customers, a creative, analytic, problem solver and a collaborative team member who is adept with thriving in fast changing environments. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Driver
Assist Services LLC
St Louis, MO
10.2024 - Current
- Drive K-12 students safely and reliably to and from school
- Create a positive, kind, and welcoming environment for children
- Communicate consistently with parents, caregivers, and school staff
- Maintained confidentiality of sensitive materials during transport.
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
- Interacted with customers pleasantly to meet needs and drive satisfaction.
- Utilized GPS and maps for efficient route planning.
- Picked up clients from specific locations to transport and drop off at destinations.
- Ensured vehicle cleanliness and performed regular maintenance checks.
- Monitored traffic conditions and applied defensive strategies to avoid accidents.
- Adhered to company policies and procedures related to safety and security standards.
- Conducted pre-trip inspections prior to departure including verifying load details and confirming route information.
Courier/Delivery Driver
Independent Contrator
St Louis, MO
01.2023 - Current
- Used time-management skills to prioritize urgent deliveries and optimize daily schedules.
- Communicated with customers to coordinate delivery times.
- Used cell phones or tablets to upload time, delivery and shipment information into company website or database.
- Followed safety protocols when loading, unloading, driving, and delivering items.
- Followed all safety regulations and traffic laws during delivery operations.
- Utilized navigation tools and local knowledge to find the most efficient delivery routes.
- Obtained official signatures and required payments for different types of deliveries.
- Delivered items to residential addresses within specified time frames.
- Loaded and unloaded vehicle with packages, ensuring secure and organized arrangement to prevent damage.
Customer Service Rep (Contract)
ROSE INTERNATIONAL
Ballwin, MO
09.2022 - 01.2023
- Company Overview: This Position provides support to the Verizon Enhanced Communities Value Program (VVP)
- VEC enables properties to secure industry-leading FiOS TV and/or Internet service for all their residents at a discounted rate
- Customer Service Center Agents are designated to care for the specific ordering needs (new orders, upgrades, billing, etc.) of our VVP customers
- We are expected to be the experts when it comes to: Trouble shooting, Sales assistance, Order writing, Error correction
- This Position provides support to the Verizon Enhanced Communities Value Program (VVP)
- VEC enables properties to secure industry-leading FiOS TV and/or Internet service for all their residents at a discounted rate
Customer Service Rep (Contract)
STIVERS STAFFING
Maryland Heights, MO
07.2022 - 09.2022
- Perform accurate web-based computer intakes, assessments, and referrals
- Ensure that necessary information is gathered to assess individual, and family needs and determine eligibility for services
- Maintain accurate and thorough documentation on the computer and in paper files
- Make appropriate referrals and follow up on status, including completing paperwork and applications for various Agency programs
- Always maintain customer-service attitude, handling customer issues in a friendly, patient, respectful and professional manner
- Provide food orders to customers and assist in maintaining a clean, well-functioning food pantry
- Provide front-desk coverage during breaks, lunch, and absences for the Receptionist
- Perform general office duties, including typing, filing, and copying
Patient Access Rep I ED (Contract)
ROSE INTERNATIONAL
Ballwin, MO
12.2021 - 06.2022
- Utilize critical thinking skills to assess and respond to a variety of situations, anticipating patients' needs and being able to respond accordingly
- Communicate in a professional, positive, and patient-focused manner with all patients, families, and co-workers whether in-person or by phone
- The responsibilities of this position include hospital registration and scheduling within multiple systems
- Assures proper patient identification, registers, and schedules, verifies insurance, scans, and retrieves documents within multiple systems
- Verified and pre-authorized insurance, processed patients' co-payments
- To comply with complex regulatory guidelines, must be able to understand, articulate and enforce hospital compliance with Medicare Secondary Payer (MSP), HIPAA Privacy Standards, Patient Bill of Rights and Responsibilities, Advance Directives, Consent to Treat, EMTALA, JCAHO Requirements
- Trained on and proficient utilizing EPIC Patient Registration Software
Patient Engagement Advocate
EYECARE PARTNERS
Ballwin, MO
03.2020 - 07.2020
- Assisted patients in understanding individual rights and responsibilities regarding care, coverage, and payment
- Support Inbound and Outbound Patient Communications - Managed patient calls and inquiries, as well as scheduling
- Took inbound and placed outbound calls to patients to check on orders for contacts and eyeglasses helping to assist patients
- Triaged patients calling to report injury or irritation to the eye
- Verified and pre-authorized insurance took patients' payments over the phone and oversaw urgent situations as they come about
Customer Service Representative (Contract)
RANDSTAD
Fenton, MO
03.2019 - 05.2019
- Maintained customer satisfaction with forward-thinking strategies focused on helping members navigate their healthcare
- Provided primary customer support to internal and external customers
- A healthcare advocate- Guiding members through their healthcare questions via calls and email or helping providers in detail
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Helped large volume of customers every day with a cheerful outlook and focus on customer satisfaction
- Documented and detailed calls and complaints using call center's CRM database
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
Office Clerk III
A GENTLE TOUCH HOMECARE
St. Louis, MO
07.2018 - 01.2019
- Performed clerical and administrative duties in an office setting
- Produced high-quality documents, spreadsheets, and presentations for internal and customer-facing needs
- Responded to inquiries from callers seeking information
- Monitored premises, screened visitors, and updated logs to maintain security
- Managed multiple projects simultaneously using organizational and analytical skills
- Interacted with customers by phone, email, or in-person to provide information
Inbound Call Center Sales Representative
CHARTER COMMUNICATIONS
St. Ann, MO
01.2017 - 05.2018
- Processed customer orders, quotes, and return transactions and offered additional products and services
- Managed high volume of inbound calls per shift to offer callers product and service information and generate quotes
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction
Inbound Sales Representative
AXELON
St. Ann, MO
11.2016 - 01.2017
- Performed work in compliance with established regulations, policies, and standard operating procedures
- Maximize sales opportunities by effectively answering and managing inbound sales chats to acquire new customers
- Supported sales department in handling new subscriber orders, account inquiries and assigned tasks
Administrative Office Coordinator
STIVERS STAFFING SERVICES
Maryland Heights, MO
04.2013 - 11.2016
- Monitored and directed incoming mail and prepared outgoing mail
- Coordinated daily operations of the Development Office
- Provided administrative support to the Chief Development Officer, Director of Planned Gifts and Assistant Director
- Maintained the daily receipts and processing of all donor information into the fundraising database accurately in a timely manner
- Worked closely with others to accomplish timely invoicing and accounts receivables
Education
No Degree - Communications
Missouri Baptist University
St. Louis, MO01.2006
GED -
Board of Education
St. Louis, MO01.1992
Skills
- Ability to customize the support experience to the needs of the individual customer
- Client and Customer-centric focus
- Coachable mindset
- Strong organizational skills
- Analytical skills
- Written communication skills
- Verbal communication skills
- Superb attention to detail
- Ability to adapt to new situations quickly
- Excellent time-management skills
- Energetic and positive attitude
- Ability to work in a fast-paced environment
- Ability to multitask
- Understanding Customer Needs
- De-escalation Techniques
- Call center experience
Certification
- EPIC Patient Registration Software
- CDL-A w/Air Brakes (Permit Holder)
- Passenger Endorsement
Timeline
Driver
Assist Services LLC
10.2024 - Current
Courier/Delivery Driver
Independent Contrator
01.2023 - Current
Customer Service Rep (Contract)
ROSE INTERNATIONAL
09.2022 - 01.2023
Customer Service Rep (Contract)
STIVERS STAFFING
07.2022 - 09.2022
Patient Access Rep I ED (Contract)
ROSE INTERNATIONAL
12.2021 - 06.2022
Patient Engagement Advocate
EYECARE PARTNERS
03.2020 - 07.2020
Customer Service Representative (Contract)
RANDSTAD
03.2019 - 05.2019
Office Clerk III
A GENTLE TOUCH HOMECARE
07.2018 - 01.2019
Inbound Call Center Sales Representative
CHARTER COMMUNICATIONS
01.2017 - 05.2018
Inbound Sales Representative
AXELON
11.2016 - 01.2017
Administrative Office Coordinator
STIVERS STAFFING SERVICES
04.2013 - 11.2016
- EPIC Patient Registration Software
- CDL-A w/Air Brakes (Permit Holder)
- Passenger Endorsement
No Degree - Communications
Missouri Baptist University
GED -
Board of Education
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