Denisha Flynn
Customer Service
Tampa,FL
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
12
12
years of professional experience
Work History
Diaster Assistance
FEMA
02.2024 - 10.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
CSR
Ulta Beauty Inc.
06.2023 - 11.2023
- Provided customer service to customers about their orders, shipments, and reward points.
- Take inbound calls from account customers to track, reship, monitor packages, start trace on lost packages, process claims on lost/damaged packages.
- Make outbound calls to follow up with billing adjustments with customers.
- Explain reward coupons applying for Ulta MasterCard, and explaining terms.
- Role playing and assisted in mock calls.
- Handled customer inquiries and complaints in a professional and timely manner
- Maintained up-to-date knowledge of company products and services
- Developed and maintained strong customer relationships through regular follow-up and communication
- Successfully handled over 40 customer inquiries in a month and achieved a customer satisfaction rating of 95%
- Participate in regulatory compliance reviews and reporting for Loyalty and CRM systems.
- Ensure verification of all inbound and outbound calls.
- Uses established techniques as directed to identify current problems and elicit, specify, and document business functional data and non-functional requirements.
Customer Service Representative
Lowe's Home Improvement Center
12.2022 - 05.2023
- Organized customer information and account data for business planning and customer service purposes
- Maintained customer service records in accordance with company policy.
- Customer feedback process changes to exceed customer satisfaction goals.
- Delivered exceptional customer service by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Handled an average of 60+ customer service inquiries daily via telephone, walk-ins and with rewards program
- Determined the needs of 20+ visitors per hour while connecting with correct personnel.
- Facilitated about 10 calls a day resulting in a 5% increase in inbound sales.
- Analyze and respond to customers feedback for a 99% satisfaction rating.
- Develop effective relationships with all call center departments through clear communication.
- Work with upper management to ensure appropriate changes are made to improve customer satisfaction.
- Provide accurate and appropriate information in response to customer inquiries.
Teacher Assistant
O2B Kids
08.2022 - 11.2022
- Oversee the childcare of 10 children ranging from 3 months to 5 years of age among two other daycare crew members.
- Communicate child's daily activities and behaviors to parents as well as providing progress reports based on child's growth.
- Created a curriculum of 4 lesson plans for infants and toddlers while maintaining accurate records of their learning goals.
- Meeting strict cleanliness guidelines.
- Met nutritional needs outlined by parents ensuring the safety and development of their children.
- Verified identification and documents of guests and parents daily.
- Assisted with the preparation of instructional materials.
- Organized and supervised field trips, extracurricular activities and special events.
- Developed and enforced classroom rules and procedures
- Developed and maintained positive relationships with students and their parents
- Assisted with the coordination of extra-curricular activities
Prior Authorization Request/Remote
Healthcare Support
12.2019 - 04.2020
- Cleared documentation for approving request.
- Coordinated care and services for members.
- Updated clinical information utilizing various medical management systems.
- Handled telephone request in a timely manner.
- Collaborated with 7+ team members to complete interdepartmental projects as needed.
- Developed and updated health plan resources and forms.
- Provided training to prior authorizations technicians to improve customers satisfaction ratings by over 15% leading to increase referral business.
- Developed and implemented individualized care plans for patients, resulting in a 20% reduction in hospital readmissions and a 15% increase in patient satisfaction
- Developed and maintained positive relationships with clients
- Answer questions about health plan, change primary care providers, discuss copays, claims, and medication costs.
- Outbound calls to providers that are in plan network, provided resources.
Credentialing Specialist Federal Employee
Healthnet Federal Services
04.2018 - 07.2018
- Reviewing credentialing files and working with healthcare providers to obtain missing, incomplete, and expiring items.
- Strong understanding of Medicare Rules and Regulations.
- Quickly and efficiently reviewing customers accounts by accurately recording account information.
- Establishing and scheduling new doctor's appointments for veterans while building and maintaining relationships with healthcare providers to ensure customers satisfaction and retention.
- Increased customer base by 30% during the year 2018 due to delivery of rapid service.
- Assisted with filling out applications over the phone.
- Answered questions about health plan coverage, send correspondences.
- Submit authorization request.
- Verifying insurance and benefits information.
- Conducted research to evaluate the effectiveness of existing health programs and policies
- Monitored health care delivery systems to ensure compliance with regulations
- Developed and implemented health promotion initiatives to target at-risk populations
Route Delivery Service Driver/Amazon
Express Pack Services
10.2017 - 03.2018
- Prioritized over 180 stops per day driving company cargo van.
- Guided team with workload based on a 10-hour shift.
- Oversaw communicated and coordinated with other drivers to help maintain their workload after completion of mines.
- Monitored box preparation for 300 daily customers by unloading, picking, and staging 1200 products among 7 crew members for the highest quality deliveries.
- Assisted with patient loading and unloading, ensuring safe and secure transport
- Performed daily vehicle inspections to ensure proper functioning of brakes, lights, and other equipment.
- Demonstrated strong problem-solving and decision-making skills in certain situations.
- Demonstrated excellent customer service skills, providing courteous and professional service to all clients.
Home Health Aide
Sunshine Community
05.2017 - 08.2017
- Received 98% satisfaction rating from patients and staff.
- Kept records of patients interactions, behavioral assessments, and training's.
- Administered medications and dietary support.
- Documented and administered patient transportation and engagement activities.
- Maintained a safe, secure, and healthy patient environment by adhering to asepsis standards and procedures, implementing security precautions, and abiding by prescribed dietary requirements and nutrition standards
- Helped patients with personal hygiene, dressing, bathing, and other daily tasks
- Actively participated in ongoing training and education to enhance my skills and knowledge
- Provided emotional support to patients by keeping morale high and deeply rooted
- Helped transfer and position clients to prevent bedsores or other health issues.
- Ensured safe care of patients while adhering to procedures and keeping standards within budgetary constraints
- Assisted with mobility, including the use of walkers, canes, and wheelchairs, and maintained a 97% positive patient score for compassion.
- Provided assistance with Activities of Daily Living (ADLs), such as eating, grooming, and toileting.
- Performed basic health care services for patients, such as checking vital signs and administering prescription medication.
- Performed light housekeeping tasks, such as laundry, vacuuming, and cleaning bathrooms and kitchens.
- Managed emergency scenarios with full authority, skillfully controlling the situation.
- Monitored patients' conditions by observing their physical and mental conditions, intake and output, and exercise.
- Protected the home care agency by adhering to professional standards, home care policies and procedures, and federal, state, and local requirements.
- Helped patients care for themselves by teaching proper and safe use of ambulation assistive devices, such as canes or walkers.
- Documented the client's progress and reported all changes in health or behavior to the supervising nurse or healthcare provider.
Admissions Advisor
Ultimate Medical Academy Online
11.2013 - 08.2016
- Able to communicate effectively over the phone while providing an excellent experience for perspective students.
- Presenting perspective students on the enrollment process, guiding students through enrolling while answering any questions or concerns that students may have to ensure the sale is closed.
- Constantly exceed the monthly minimum goal by 60% while staying compliant and meeting the company;s expectations.
- Reviewing and completing financial aid documents with new students.
- Proficient with microsoft products and able to navigate through multiple tools to provide an effective customer service experience.
- Assisted in the development of student orientation programs
- Developed and maintained a network of contacts to promote the institution
- Advised prospective students on course selection and application process
- Maintained detailed records of student admissions and enrollment
- Developed and maintained a database of scholarship opportunities
Education
High School Diploma -
Wharton High School
New Tampa, FL05.2009
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Multitasking Abilities
- Dependable and responsible
- Calm under pressure
- Problem resolution
- Data management
- Data acquisition
- Decision-making
Timeline
Diaster Assistance
FEMA
02.2024 - 10.2025
CSR
Ulta Beauty Inc.
06.2023 - 11.2023
Customer Service Representative
Lowe's Home Improvement Center
12.2022 - 05.2023
Teacher Assistant
O2B Kids
08.2022 - 11.2022
Prior Authorization Request/Remote
Healthcare Support
12.2019 - 04.2020
Credentialing Specialist Federal Employee
Healthnet Federal Services
04.2018 - 07.2018
Route Delivery Service Driver/Amazon
Express Pack Services
10.2017 - 03.2018
Home Health Aide
Sunshine Community
05.2017 - 08.2017
Admissions Advisor
Ultimate Medical Academy Online
11.2013 - 08.2016
High School Diploma -
Wharton High School