Dekesha Anderson
Kansas City,Mo
Summary
Focused and attentive Professional with good administrative, organizational and problem-solving abilities. Skilled at coordinating people, activities and documents. Dedicated to best-in-class work and productivity.
Overview
20
20
years of professional experience
Work History
CONTACT REPRESENTATIVE II
CHILDREN’S MERCY HOSPITAL
07.2023 - Current
- Assist hospital staff, Managing Switchboard, Managing daily alarms, Announcements, Programming pagers, Confirming appointment, Creating patient files, Managing triage calls
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
CUSTOMER SERVICE SPECIALIST
ADVANTAGE TECH/ SVG
06.2021 - 07.2023
- Resolved concerns with products or services to help with retention and drive sales.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
CUSTOMER SERVICE REPRESENTATIVE
MAXIMUS
08.2019 - 07.2023
- Conducted in-person and telephone interviews with veterans and advocates to explain benefits and related programs.
- Enhanced veteran support by efficiently reviewing and processing claims and benefit applications.
- Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
- Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals.
- Maintained compliance with all relevant privacy and confidentiality regulations, ensuring the protection of sensitive personal information throughout the contact tracing process.
RETAIL COMPLIANCE MANAGER
EXPRESS EMPLOYMENT SERVICES - Kansas City, MO
03.2019 - 06.2019
- Communicating with all parties arranging shipments, routing, and submitting ASN's
- Reduced risk exposure for the company by identifying and addressing areas of noncompliance.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Prepared records and data for regular audits.
- Streamlined compliance processes by implementing efficient monitoring systems and tools.
- Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives.
WAREHOUSE ASSISTANT SUPERVISOR
ANDERSON CARRIER COMPANY
01.2018 - 06.2019
- Assign workloads/arrangements, Inventory, Sort documentation /Manage routes, Sort medication
- Managed documentation for inbound and outbound shipments, maintaining regulatory compliance.
- Provided on-the-job training to new hires, enhancing their productivity and skill sets.
MAIL CLERK
INTERNAL REVENUE SERVICE
02.2017 - 06.2017
- Storing/ Filing /sorting mail
- Safeguarded sensitive information through proper handling of confidential correspondence according to company policies.
- Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip codes.
SUPERVISOR, CUSTOMER SERVICE
BRENDA KAYS BEAUTY SALON
05.2004 - 04.2017
- Place supply orders, Verify costs and meet company budget, Implemented departmental policies, goals, objectives, and procedures, Reviewed inventory and sales records to prepare reports, Client consultations, Handled inbound and outbound calls, Ensuring that the building, sanitation, and sterilization meets state board guidelines and regulations
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
ACCOUNT COORDINATOR
UNITED BIO SOURCE CORPORATION
10.2015 - 03.2017
- All tasks are performed in compliance with project specifications and applicable SOPs, and in adherence to FDA Regulations, HIPAA, ICH/GCP guidelines, and good documentation practices,
- Track multiple clinical trial activities, communication and documentation in proprietary database and excel spread sheets,
- Coordinate schedules, couriers, conferences, meetings, visits, contracts, licensing, and clinical studies, Data entry and management of study subjects, nurses, agencies, sites, and sponsors,
- Scanning, Emailing, conference calling, and record keeping
- Streamlined communication between clients and internal teams for seamless project execution.
- Coordinated meetings, calls, and demos for 25-person account management team.
- Maintained detailed records of account activities, ensuring accurate invoicing and budget tracking processes were in place.
- Updated internal databases with account information to maintain concise, clear records.
- Supported senior account managers in strategic planning initiatives aimed at growing existing accounts or acquiring new business opportunities.
DISPATCHER, NIGHT LEAD SUPERVISOR
KCATA - Kansas City, MO
02.2015 - 11.2015
- Customer service logistics, Created nightly reports, Diffused irate calls, Assisted with night schedules, Customer Service- Customer Solutions, Accounts Payable, Liaison for city’s evening transportation, Switchboards, Data Entry
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 5 fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
Certified Medication Aide
Senior Star Villa Ventura
03.2010 - 09.2012
- Medical Terminology, Administration of Medication, Medical Forms/ medication sheet
- Mentored junior staff members on best practices in medical procedures, fostering a collaborative work environment conducive to professional growth.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Prepared and administered medications to alleviate patient symptoms.
- Self-motivated, with a strong sense of personal responsibility.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Reduced medication errors by maintaining accurate documentation of administered medications.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
FRONT OFFICE ASSISTANT
BOYS & GIRLS CLUBS OF GREATER KANSAS CITY
04.2009 - 03.2011
- Reviewed and updated customer information in database for accuracy.
- Developed procedures for handling sensitive information, maintaining confidentiality and adhering to company policies.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
CASH CLERK
INTERNAL REVENUE SERVICE
02.2008 - 01.2009
- Quality control, Data Entry, Cash handling, Depositing Checks/payments to taxpayer's accounts
- Maintained high levels of accuracy with cash counts, minimizing errors and ensuring proper accounting practices were followed.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices in cash management.
- Streamlined transaction processes for improved speed and efficiency, resulting in shorter wait times for customers.
- Managed high volumes of financial transactions during peak business hours without compromising accuracy or quality of service provided to customers.
- Ensured compliance with company policies and regulations by strictly adhering to all guidelines related to cash management.
CUSTOMER SERVICE REPRESENTATIVE
USA 800 - Kansas City, MO
02.2007 - 02.2008
- Inbound and Outbound calls, Customer Solutions
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Science Technology
Missouri State University
Springfield, MO07.2025
Associate of Arts - Fine Arts
Metropolitan Community College- Maple Woods
2601 NE Barry Rd. Kansas City MO 6415605.2023
Skills
- Goal-Oriented
- Empathy and patience
- Work Prioritization
- Issue and Complaint Resolution
- Administrative and Office Support
- Business Development
- Customer Account Management
- Medical terminology knowledge
- Customer Data Confidentiality
- Customer Relationship Management
Timeline
CONTACT REPRESENTATIVE II
CHILDREN’S MERCY HOSPITAL
07.2023 - Current
CUSTOMER SERVICE SPECIALIST
ADVANTAGE TECH/ SVG
06.2021 - 07.2023
CUSTOMER SERVICE REPRESENTATIVE
MAXIMUS
08.2019 - 07.2023
RETAIL COMPLIANCE MANAGER
EXPRESS EMPLOYMENT SERVICES - Kansas City, MO
03.2019 - 06.2019
WAREHOUSE ASSISTANT SUPERVISOR
ANDERSON CARRIER COMPANY
01.2018 - 06.2019
MAIL CLERK
INTERNAL REVENUE SERVICE
02.2017 - 06.2017
ACCOUNT COORDINATOR
UNITED BIO SOURCE CORPORATION
10.2015 - 03.2017
DISPATCHER, NIGHT LEAD SUPERVISOR
KCATA - Kansas City, MO
02.2015 - 11.2015
Certified Medication Aide
Senior Star Villa Ventura
03.2010 - 09.2012
FRONT OFFICE ASSISTANT
BOYS & GIRLS CLUBS OF GREATER KANSAS CITY
04.2009 - 03.2011
CASH CLERK
INTERNAL REVENUE SERVICE
02.2008 - 01.2009
CUSTOMER SERVICE REPRESENTATIVE
USA 800 - Kansas City, MO
02.2007 - 02.2008
SUPERVISOR, CUSTOMER SERVICE
BRENDA KAYS BEAUTY SALON
05.2004 - 04.2017
Bachelor of Science - Science Technology
Missouri State University
Associate of Arts - Fine Arts
Metropolitan Community College- Maple Woods