DaTesha Drew
DeBary
Summary
Detail-oriented team player with strong organizational skills, capable of effectively managing multiple projects while maintaining accuracy. Seeking a full-time position that offers professional challenges and allows for utilization of interpersonal skills, time management, and problem-solving abilities. Possesses strong interpersonal skills and a positive approach to member interactions, always eager to learn and grow. Solid understanding of customer service principles and effective communication techniques. Ready to apply and further develop problem-solving and client relationship skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Member Services Representative II
LIBERTY Dental Plan
04.2024 - Current
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to members needs and providing accurate information based on their inquiries.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of dental services and creating welcoming, positive experiences.
- Assisted members in understanding their dental insurance benefits, coverage limits, and out-of-pocket expenses.
Manager
Shamrock Tile
09.2019 - 06.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Expanded Functions Dental Assistant
Ed Dye Family Dentistry
01.2017 - 09.2019
- Applied fluoride varnish
- Assisted in administering nitrous oxide.
- Assisted in coronal polishing.
- Took 100’s x-rays per week.
- Prepared patient X-rays and images for review by dentist.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.
- Monitored patient comfort and safety during dental procedures.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
Dental Assistant
Dental Health Partners
06.2014 - 01.2017
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Prepared patient x-rays and images for dentist review.
- Explained treatment procedures and instructed patients on home care guidelines.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads
Server
Outback Steakhouse
01.2009 - 06.2014
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Customer Service Representative
Nordstrom.com
01.2006 - 01.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Tracked substitutions and informed customers of changes.
- Provided product advice to customers to help select most suitable items for individual needs.
- Assisted customers with order placement, product returns and order tracking.
Education
A.A.S - Dental Assisting
Kirkwood Community College
05.2014
Skills
- Operations Management
- Customer Relationship Management (CRM)
- Decision Making
- Strong work ethic
- Conflict Resolution
- Attention to detail
- Quality Assurance
- Active listening
- Teamwork and Collaboration
- Organizational skills
- Documentation and Reporting
- Reliability
- Multitasking Abilities
- Problem-solving abilities
- Excellent communication
Certification
- Expanded Functions Dental Assistant (EFDA) - Iowa Dental Board.
- Registered Dental Assistant (RDA) - Iowa Dental Board.
Timeline
Member Services Representative II
LIBERTY Dental Plan
04.2024 - Current
Manager
Shamrock Tile
09.2019 - 06.2024
Expanded Functions Dental Assistant
Ed Dye Family Dentistry
01.2017 - 09.2019
Dental Assistant
Dental Health Partners
06.2014 - 01.2017
Server
Outback Steakhouse
01.2009 - 06.2014
Customer Service Representative
Nordstrom.com
01.2006 - 01.2009
- Expanded Functions Dental Assistant (EFDA) - Iowa Dental Board.
- Registered Dental Assistant (RDA) - Iowa Dental Board.
A.A.S - Dental Assisting
Kirkwood Community College
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