Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dana Evans

Orlando,FL

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.

Overview

12
12
years of professional experience

Work History

Inbound/outbound calls for medical records inquiries

Verisma
Orlando, FL
01.2024 - Current
  • Inbound/outbound calls for medical records inquiries, assisting customers with their authorization forms, distributing records, tasking ROI specialists regarding secondary searches and questions regarding patients questions, processing payments
  • Identified needs of customers promptly and efficiently.
  • Updated and maintained databases with current information.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Quality Assurance Lead

National Grid
Orlando, FL
12.2020 - 09.2023
  • Auditing/ Screening calls and being responsible for agents following the policies of the company in their customer service role
  • Handling disputes made by the agents and their leads
  • Following customer service playbooks and overseeing the activities made by the quality assurance department
  • Tracking KPIs and ADP times sheets
  • Reviewed quality trends to prevent or reduce defects, determined problem causes and initiated actions for correction.
  • Worked collaboratively with members of operations department to improve processes and optimize productivity.
  • Created evaluations of training to be provided after sessions, tracking effectiveness.

Lead Customer Service Representative

Bluegreen Vacations
Orlando, FL
11.2019 - 12.2020
  • Agent production, scheduling, assisting agents with questions, handle complaints
  • Outbound/inbound sales and reservations, upselling vacation packages, solving complaints and answering customer questions, training new employees with computer programs and sale techniques
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Conducted regular staff training sessions on customer service techniques.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Developed customer service policies, procedures and standards.

Animal Care Technician

Orange County Animal Services
09.2017 - 11.2019
  • Trained new volunteers and taught new orientation classes, took out animals for interactions and adoptions, trained volunteers for advanced proper handling of temperamental dogs and cats, cleaned kennels, took weight of animals, dewormed, and heartworm tests of animals at intake, laundry

Trainer/Customer Service

SeaWorld Parks & Entertainment
Orlando, FL
02.2016 - 10.2017
  • Trained new employees of their new roles and orientations of the park, handled guest relations and sales, money handling, resolved any unforeseen issues, built guest relationships, advised them on promotions and purchases, set up for special occasions and engagements in private cabanas

Customer Service Representative

Optum
Orlando, FL
07.2013 - 01.2016
  • Received inbound calls from customers seeking appointments with a health care professional, assisted with insurance enrollments, registered members, created medical records, scheduling, ensured proactive customer service techniques with the highest degree of courtesy and telephone etiquette
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Asked probing questions to determine service needs and accurately input information into electronic systems

Education

Bachelor's degree - Human Resources

Penn Foster
03.2025

High School Diploma -

Oak Ridge High school
Orlando, FL
01.2006

Skills

  • Microsoft Office

Timeline

Inbound/outbound calls for medical records inquiries

Verisma
01.2024 - Current

Quality Assurance Lead

National Grid
12.2020 - 09.2023

Lead Customer Service Representative

Bluegreen Vacations
11.2019 - 12.2020

Animal Care Technician

Orange County Animal Services
09.2017 - 11.2019

Trainer/Customer Service

SeaWorld Parks & Entertainment
02.2016 - 10.2017

Customer Service Representative

Optum
07.2013 - 01.2016

Bachelor's degree - Human Resources

Penn Foster

High School Diploma -

Oak Ridge High school
Dana Evans