Dawnyielle Muzyamba
Summary
Professional with strong background in leadership, customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Covered California
01.2019 - 11.2022
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
Epic Go-Live Consultant
Pursuit Healthcare
08.2017 - 12.2017
- Led cross-functional teams during Epic Go-Live events to ensure seamless implementation and user adoption.
- Developed training materials and conducted workshops for end-users, enhancing system proficiency across departments.
- Managed escalation processes during Go-Live phases, resolving issues efficiently to maintain project timelines.
- Analyzed post-go-live data, recommending adjustments for optimal system performance and user experience.
Epic Trainer/Coach
Sutter Medical Group
01.2016 - 04.2017
- Collaborated with cross-functional teams to identify training needs and tailor instructional materials accordingly.
- Assessed learner performance through evaluations, providing constructive feedback to improve knowledge retention.
- Conducted regular assessments of trainee progress, providing constructive feedback and support as needed to ensure mastery of key concepts.
Education
High Diploma
Skills
- Team leadership qualities
- Critical thinking
- Epic implementation experience
- Decision-making capacity
- Teamwork and collaboration
- Customer service
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Team collaboration
- Organizational skills
- Excellent communication
Timeline
Customer Service Representative
Covered California
01.2019 - 11.2022
Epic Go-Live Consultant
Pursuit Healthcare
08.2017 - 12.2017
Epic Trainer/Coach
Sutter Medical Group
01.2016 - 04.2017
High Diploma
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