Darlene Branson
Newport,MI
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Customer Experience Representative II
La-Z-Boy Incorporated
Monroe, MI
04.2023 - Current
- Ulysses trained
- Schedule service calls and collect payments
- Adhered to company standards while handling escalated calls from difficult customers
- Developed relationships with customers through effective listening, understanding their needs and providing quality support services
- Utilized problem-solving techniques to identify solutions for customers' issues quickly and efficiently
- Adapted communication style based on individual needs of each customer interaction
- Provided excellent customer service by responding to inquiries, resolving customer complaints and ensuring customer satisfaction
- Demonstrated strong communication skills in order to effectively interact with customers in a professional manner
- Identified customer needs through active listening and proactive communication, offering personalized solutions
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Provided exceptional customer service to clients in fast-paced call center environment
Contract Administrator
Service Contracting Solutions
Fort Myers, FL
03.2022 - 12.2022
- Notarized documents
- Applied for payment and performance bonds, certificates of insurance, Notice to Owner
- Completed lien releases
- Answered phones and connected to appropriate personnel
Accounts Payable Clerk
Service Contracting Solutions
Fort Myers, FL
03.2021 - 03.2022
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Entered figures using 10-key calculator to compute data quickly.
- Demonstrated ability to manage multiple tasks while remaining
adaptable and flexible. - Responded quickly to meet customer needs and resolve problems.
- Worked with coworkers to complete tasks.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Provided efficient and courteous service to customers at all times.
- Met deadlines while maintaining high-quality deliverable
Business Assistant
Bonita Dental Arts
Bonita Springs, FL
01.2021 - 03.2021
- Company Overview: Bonita Springs, FL
- Reviewed contract amendments prior to signature by authorized personnel
- Ensured compliance with contractual terms, conditions, and regulations
- Teamed with project managers and suppliers to design and execute contracts
- Conducted detailed reviews of contract documents to ensure accuracy and completeness
- Developed and maintained positive relationships with vendors, subcontractors, and other stakeholders
- Issued modifications to current contracts and responded to contractual changes
- Read through contracts, regulations and procedural guidelines to ensure comprehension and compliance
- Bonita Springs, FL
AP/AR Specialist
Joe Ricci Automotive
Taylor, MI
10.2020 - 01.2021
- Insurance verifications
- Scheduled appointment
- Collected co-payments
- Performed closing duties to include preparing bank deposit and reconciling accounts
- Managed incoming calls from customers and clients with courtesy and professionalism
- Adhered to all corporate policies regarding security protocols when handling sensitive information
- Greeted visitors at reception area upon arrival providing them with necessary information
- Maintained compliance with company policies and procedures
AP/AR Specialist
Michael Bates Chevrolet
Woodhaven, MI
01.2017 - 07.2020
- Company Overview: Woodhaven, MI
- Processed and reconciled high volume of vendor invoices, resolving discrepancies in a timely manner
- Participated in special projects related to Accounts Payable and Receivable processes as assigned by management
- Maintained accurate records for all transactions and prepared monthly reports
- Managed multiple customer accounts, ensuring payments were received on time
- Performed weekly audits of aging reports and account balances to identify discrepancies or opportunities for improvement
- Generated invoices accurately based on contract terms and customer requirements
- Collaborated with other departments such as sales, marketing, finance to resolve billing disputes promptly
- Assisted in month-end close activities including journal entries and reconciliations
- Prepared and processed accounts payable reports and vendor check runs
- Served as primary contact regarding accounts payable and petty cash handling procedures
- Managed key relationships with both internal and external parties
- Performed general office duties, such as filing, answering telephones, and handling routine correspondence
- Received, record and bank cash, checks, and vouchers
- Prepared bank deposits by compiling data from cashiers, verifying and balancing receipts and sending cash, checks and other forms of payment to banks
- Operated computers programmed with accounting software to record, store, and analyzed information
- Operated 10-key calculators, typewriters, and copy machines to perform calculations and produced documents
- Woodhaven, MI
Business Assistant
Bonita Dental Arts
Bonita Springs, FL
02.2016 - 01.2017
- Company Overview: Bonita Springs, FL
- Worked with coworkers to complete tasks
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Responded quickly to meet customer needs and resolve problems
- Committed to delivering excellent customer service while working in a fast-paced environment
- Participated in ongoing training to enhance own job skills and knowledge
- Provided efficient and courteous service to customers at all times
- Met deadlines while maintaining high-quality deliverables
- Managed and coordinated multiple projects while ensuring timely completion
- Identified ways to improve efficiency in operations and implemented process changes
- Troubleshot minor problems and reported larger technical issues
- Office and uniform supply ordering
- Stocked in vehicle inventory
- Bonita Springs, FL
Dental Practice Manager
Great Expressions Dental Center
Bonita Springs, FL
08.2015 - 01.2016
- Company Overview: Bonita Springs, FL
- Appointment scheduling
- Verified payroll prior to submitting to home office
- Presented treatment plans
- Supply ordering
- Performed closing duties including printing reports and preparing deposit for the following day
- Verified patient insurance
- Managed incoming calls from customers and clients with courtesy and professionalism
- Greeted visitors at reception area upon arrival providing them with necessary information
- Entered financial data into accounting software applications accurately
- Processed invoices in a timely manner ensuring payments were made on time
- Adhered to all corporate policies regarding security protocols when handling sensitive information
- Used active listening techniques to understand needs and act decisively to resolve problems
- Bonita Springs, FL
Medical Transcriptionist
01.2006 - 08.2015
- Proficient in transcribing audio recordings of medical dictation into patient records accurately and quickly
- Built and maintained knowledge of human anatomy and physiology and medical terminology
- Prioritized and handled stat dictation and diagnostic studies from several physicians
- Adept at proofreading transcripts for errors before finalizing them
- Familiarity with specialized software used by medical professionals such as EMRs
- Adhered to transcription quality assurance standards
- Utilized resources and reference materials to proofread transcribed reports for dictation inconsistencies, discrepancies, or inaccuracies
- Produced various types of documents to add to permanent files of patients
- Ability to work independently with minimal supervision while meeting tight deadlines
- Able to prioritize tasks based on urgency and importance while working under pressure
- Edited, revised and clarified dictation without altering meaning or changing style
- Experienced in following established protocols for submitting completed documents electronically within the required time frame
- Skilled at researching unfamiliar terms or abbreviations through reference materials or online databases
- Strong knowledge of medical terminology, anatomy, physiology, pharmacology, laboratory medicine, and other related topics
- Demonstrated ability to adhere to HIPAA regulations and maintain confidentiality of patient information
- Maintained confidentiality when handling sensitive patient information
- Transcribed reports and dictated material for spelling, grammar, clarity, consistency, and proper medical terminology
- Utilized advanced knowledge of medical terminology to ensure accurate transcription results
- Transcribed dictation for variety of medical reports, such as patient histories, physical examinations, emergency room visits, operations, chart reviews, consultation, and discharge summaries
- Translated medical jargon and abbreviations into expanded forms to ensure accuracy of patient and health care facility records
- Recognized inconsistencies and mistakes in medical terms, referring to dictionaries, drug references and other sources on anatomy, physiology, and medicine
Education
BS - Psychology
University of Phoenix
08.2012
Associate in Arts(A.A.) - Hospitality Management
University of Phoenix
Phoenix, AZ08.2010
Skills
- Call center experience
- De-escalation techniques
- Attention to detail
- Appointment scheduling
- Customer education
- Organizational skills
- Self motivation
- Reliability
- Active listening
- Problem resolution
- Complaint resolution
Certification
Ulysses
Timeline
Customer Experience Representative II
La-Z-Boy Incorporated
04.2023 - Current
Contract Administrator
Service Contracting Solutions
03.2022 - 12.2022
Accounts Payable Clerk
Service Contracting Solutions
03.2021 - 03.2022
Business Assistant
Bonita Dental Arts
01.2021 - 03.2021
AP/AR Specialist
Joe Ricci Automotive
10.2020 - 01.2021
AP/AR Specialist
Michael Bates Chevrolet
01.2017 - 07.2020
Business Assistant
Bonita Dental Arts
02.2016 - 01.2017
Dental Practice Manager
Great Expressions Dental Center
08.2015 - 01.2016
Medical Transcriptionist
01.2006 - 08.2015
Associate in Arts(A.A.) - Hospitality Management
University of Phoenix
BS - Psychology
University of Phoenix