Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dena Ford

Fortuna

Summary

Dynamic Scheduling Specialist with Quality Body Works, recognized for enhancing schedule adherence and resolving customer complaints with empathy. Proven ability to foster strong client relationships and deliver exceptional service. Skilled in multitasking and maintaining attention to detail, contributing to increased customer loyalty and satisfaction.

Overview

12
12
years of professional experience

Work History

Scheduling Specialist, Customer Relations Speciali

Quality Body Works
08.2021 - 04.2025
  • Increased schedule adherence through consistent monitoring and real-time adjustments as needed.
  • Acted as first point of contact and set appointments for prospective clients.
  • Assisted in employee onboarding by developing comprehensive training schedules tailored to individual learning needs.
  • Provided detailed information about available services and requirements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating DOI ( Department of Insurance) website and placing online complaints against insurance companies for misconduct, improving overall user experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Resolved escalated customer issues, restoring confidence in the company's commitment to Quality customer service.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Monitored cash drawer and maintained adequate cash supply.
  • Maintained a clean and orderly customer area by mopping floors, emptying trash cans and wiping down surfaces.
  • Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
  • Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress.
  • Workflow Analysis


Educational Assistant

Fortuna Elementary School District
09.2013 - 09.2021
  • Developed strong rapport with students, fostering trust and mutual respect to create a positive classroom atmosphere conducive to learning.
  • Supported students with special needs by adapting lessons and providing necessary accommodations in collaboration with special education staff.
  • Encouraged social-emotional growth among students by modeling appropriate behavior and guiding conversations around self-awareness, empathy, and responsible decision making.
  • Enhanced classroom management through the implementation of positive reinforcement techniques and clear expectations for behavior.
  • Supported student learning objectives through personalized and small group assistance.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Supported classroom teachers by monitoring behavior, taking attendance, and completing other administrative tasks as needed.
  • Assisted classroom teacher in supervising snack time and indoor and outdoor play.
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Facilitated small group instruction targeted toward specific skill gaps or areas needing improvement based on identified student needs.
  • Participated in professional development opportunities regularly, staying current on pedagogical trends and incorporating new strategies into teaching practices.
  • Assisted in extracurricular activities such as clubs or sports teams, providing additional support for students outside of the classroom setting.
  • Promoted a safe and inclusive learning environment by addressing instances of bullying or discrimination promptly and effectively.
  • Collated classroom materials to help teachers prepare for daily instruction and activities.
  • Coordinated with other staff members to ensure seamless transitions between classes or grade levels for students requiring additional support services.
  • Managed resources efficiently by organizing materials, tracking inventory, and preparing resources necessary for daily instruction.
  • Maintained safety and security by overseeing students in recess environments.
  • Collaborated with fellow teachers to develop interdisciplinary units, promoting cross-curricular connections and deeper understanding of content.
  • Participated in parent-teacher conferences to discuss student progress, address concerns, and develop strategies for academic success.
  • Prepared instruction materials, constructed bulletin boards, and set up work areas.
  • Reported on student progress, behavior, and social skills to parents.
  • Monitored students on field trips, handling roll call, and group movement to keep youths safe in public settings.
  • Administered tests and assessments to evaluate student progress and performance.
  • Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
  • Mentored and tutored individual students needing additional help.
  • Copied, organized and distributed classroom assignments or other paperwork.
  • Monitored student behavior in classes, laboratories and on field trips for unsafe or rule-breaking concerns.
  • Developed materials for classroom teachers to support instruction, lab work or in-class activities.
  • Taught courses under guidance of senior instructors.

Education

McKinleyville High School
McKinleyville, CA

Skills

  • Customer relations skills
  • Strong work ethic
  • Attention to detail
  • Effective multitasking
  • Punctual and reliable
  • Dependability
  • Customer and client relations
  • Courteous and professional
  • Public relations

Timeline

Scheduling Specialist, Customer Relations Speciali

Quality Body Works
08.2021 - 04.2025

Educational Assistant

Fortuna Elementary School District
09.2013 - 09.2021

McKinleyville High School

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