Dena Epps
Westland,MI
Summary
Detail-oriented scheduler with expertise in optimizing resource allocation and enhancing service delivery. Proven track record in streamlining operations and resolving scheduling conflicts to improve team performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Scheduler
The Avalon of Commerce Township
Commerce, MI
06.2024 - Current
- Coordinated scheduling for team members, optimizing resource allocation and workflow efficiency.
- Managed appointment bookings, ensuring seamless communication between staff and residents.
- Implemented scheduling software to streamline operations and enhance accessibility for users.
- Assisted in maintaining accurate records of appointments and staff availability for operational clarity.
- Collaborated with management to resolve scheduling conflicts and improve service delivery standards.
- Adapted quickly to changing priorities, ensuring timely adjustments to schedules as needed.
- Developed training materials for new staff on scheduling procedures and software utilization.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
- Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
- Trained and supervised employees on office policies and procedures.
Midnight Supervisor
The Avalon of Bloomfield
West Bloomfield, MI
06.2024 - 02.2025
- Supervised daily operations, ensuring high standards of care and service quality.
- Managed scheduling to optimize team performance and coverage during peak hours.
- Implemented process improvements to enhance workflow efficiency and resident satisfaction.
- Conducted regular performance evaluations, providing constructive feedback to team members.
- Coordinated communication between departments to streamline service delivery for residents.
- Maintained accurate documentation of incidents and compliance with regulatory requirements.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Team Leader Manager
Sunrise Senior Living
Farmington Hills, MI
05.2020 - 06.2023
- Supervised daily operations and staff performance to ensure high-quality resident care.
- Developed and implemented training programs to enhance team efficiency and service delivery.
- Collaborated with management to refine operational processes and improve resident satisfaction.
- Facilitated communication between departments to streamline workflows and address challenges promptly.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Mentored junior team members, fostering professional growth and enhancing team cohesion.
- Ensured compliance with regulatory standards through regular audits and staff training sessions.
- Led employee relations through effective communication, coaching, training, and development.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
High School Diploma -
Academy Of Michigan
Oak Park, MI06-2007
Skills
- Computer skills
- Attention to detail
- Data entry
- Strong work ethic
- Customer service
- Critical thinking
- Teamwork and collaboration
- Effective multitasking
- Schedule management
- Schedule coordination
- Problem-solving
- Telephone etiquette
- Medical terminology
- Patient scheduling
- Staff coordination
- Timesheet management
- Document management
- Client relations
- Call schedule distribution
- Calendar management
- Production scheduling
- Spreadsheet management
- Excel spreadsheets
- Support services
- Staff management
- Training and mentoring
- Decision-making
- Strategic planning
- Staff development
- Staff discipline
- Team building
- Policy enforcement
- Coaching and mentoring
- Safety protocols
- Verbal and written communication
- Self motivation
- Professionalism
- Good judgment
Certification
- [Area of certification] Training - [Timeframe]
- [Area of expertise] License - [Timeframe]
Timeline
Midnight Supervisor
The Avalon of Bloomfield
06.2024 - 02.2025
Scheduler
The Avalon of Commerce Township
06.2024 - Current
Team Leader Manager
Sunrise Senior Living
05.2020 - 06.2023
High School Diploma -
Academy Of Michigan