Summary
Overview
Work History
Education
Skills
Timeline
Generic
DESUNDRA BURCH

DESUNDRA BURCH

Lithonia,GA

Summary

  • Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Customer Relations and Service Satisfaction. Proficient in job execution and proven track record of success in compliance, patient care, production operation and leadership.
  • STRATEGIC AND CREATIVE THINKER with solid background in delivering decisive, action-driven leadership. Demonstrates expert insight and proficiency in teaching, coordinating, monitoring, evaluating and communicating clients.
  • RESULTS-ORIENTED PROFESSIONAL with proven capacity to manage and coordinate operations and administrative support, using initiative, resourcefulness and good judgement.
  • PERFORMANCE-DRIVEN TEAM PLAYER with excellent interpersonal skills and attention to detail, optimally utilizing all channels of communication to assist operations.

Overview

13
13
years of professional experience

Work History

EVS Dispatcher

Emory St Joseph-Dunwoody, GA
11.2024 - Current
  • Assign areas to clean within hospital floors for Evs Technicians
  • Monitor Epic Software for any new requests for daily cleans or critical areas within hospital
  • Restock each shift all cleaning and patient room supplies
  • Follow all chemical regulations when cleaning solution has reached its expiration date by emptying bottles
  • Operate UV light in all discharged patient rooms that were treated for all airborne viruses
  • Assist Evs Technicians as needed when department is short staffed

Courtesy Delivery Specialist

Wheels, Inc.-Alpharetta, GA
01.2024 - 11.2024
  • Initiated calls utilizing Avaya and Five9 software to dealership checking on vehicle status
  • Responded to all emails and voicemails left by dealership contacts and drivers
  • Created cases within Salesforce to request vehicle registration documents and add ons by customer (floor mats, vehicle kit, tint etc)
  • Assisted dealer contacts with all website issues
  • Authorized payments for additional items for vehicles (tint, gas cards, floor mats etc)
  • Attended mandatory weekly meetings for updates and to address any issues within the organization
  • Completed all online training that was required by organization in a timely manner
  • Tracked FedEx tracking numbers to verify delivery of title, registration, manufacturer bill of sale, courtesy delivery instructions, power of attorney
  • Provided shipping labels using FedEx software to create shipments for all registration info as well as other registration documents

Housing Processor

GEORGIA DEPARTMENT OF COMMUNITY AFFAIRS-Norcross, GA
04.2022 - 11.2023
  • Managed assigned accounts from inception to completion
  • Answered incoming calls, respond to inquiries and route to the appropriate areas.
  • Displayed thorough knowledge of state policies and procedures
  • Provided administrative support to staff/management as needed
  • Proficiently navigated through assigned systems to complete established duties
  • Participated in meetings for professional development and updates in organizational process.
  • Provided on-the-job training to new hires and serve as subject matter expert to current staff
  • Managed a high-volume of emails and ensure responses are sent as quickly as possible
  • Submitted recommendations towards process improvement in order to enhance overall efficiencies
  • Maintained confidential participant documentation to prevent compromise by complying to all HUD regulations

Customer Service Representative

American Residential Service-Norcross, GA
08.2020 - 03.2023
  • Demonstrated superior customer service and professionalism at all times
  • Worked to resolve any issues/concerns in order to retain loyal business and increase client satisfaction
  • Quickly checked all documentation for accuracy and data integrity
  • Effective communication with staff/management to ensure quality of work
  • Managed files and maintained records for easy follow-up
  • Followed established scripts and job aids in alignment with organizational policies
  • Initiated 100 or more inbound and outbound calls daily to schedule appointments
  • Software Utilized daily Service Titan, Vista, Microsoft Teams, Excel, FSA Office

Production Worker/Customer Support

HIRE DYNAMICS (Staffing Agency)-Duluth, GA
10.2015 - 11.2016
  • Provided customer service support for online banking and mobile banking.
  • Verified members information before answering any questions
  • Processed customer transactions such as transfers, cancelled debit cards due to fraudulent activities, and loan payments
  • Attached labels and directed cartons to warehouse for distribution, made trial runs and completed various production and assembly functions in a timely and efficient manner
  • Maintained strong team management skills and motivation of other employees, ensured Quality Control Standards in all areas of production and distribution operations
  • Improved existing conditions and processes; used appropriate methods to identify opportunities, implements solutions, and measures impact
  • Quality controlled checks to ensure products meet specifications, checking incoming items against invoices to ensure proper item is received and shipped
  • Scanned material in/out for shipments. Loaded and unloaded trucks, read orders, work order, shipping order. Moved materials around the warehouse areas, to delivery trucks, to storage or to other designated areas with a forklift or truck

Receptionist

MUSKEGON FAMILY CARE-Muskegon, MI
11.2012 - 06.2015
  • Provided excellent customer service by answering and directing all incoming calls in a professional and courteous manner
  • Responsible for scheduling appointments, kept patient's information updated in computer at all times, performed other clerical duties as needed
  • Verified the insurance eligibility and health care coverage of the patients before services are provided
  • Update demographic and insurance information to ensure appropriate and timely claims processing and patient billing
  • Coordinated check in and prepared insurance documents for patient's appointments
  • Provided scheduling support and coordination of appointments.
  • Received and distributed daily mail, package deliveries, faxes and internal documents
  • Maintained relationships between doctors' offices regarding patient's reports, films
  • Managed patient's requests for mammography films, reports and prescriptions
  • Provided customer service to existing patients with questions of insurance, referrals, clinic locations, and prescription refills

Education

Associates Degree - Business Technology

GWINNETT TECHNICAL COLLEGE
Lawrenceville, GA
12.2020

Skills

  • Team Management
  • Interpersonal Skills
  • Call Center
  • Result Execution
  • SAP
  • Customer Focused
  • Production Operations
  • Inventory Management
  • Quality Assurance
  • POS Equipment
  • Leadership
  • Problem Solving
  • Microsoft Office
  • Patient Scheduling
  • Customer Service Skills (10 years)
  • Communications Skills
  • Salesforce
  • Zendesk
  • Process Improvement
  • Medical Terminology (1 year)
  • Attention to Detail
  • Reports/Documentation
  • Time Management

Timeline

EVS Dispatcher

Emory St Joseph-Dunwoody, GA
11.2024 - Current

Courtesy Delivery Specialist

Wheels, Inc.-Alpharetta, GA
01.2024 - 11.2024

Housing Processor

GEORGIA DEPARTMENT OF COMMUNITY AFFAIRS-Norcross, GA
04.2022 - 11.2023

Customer Service Representative

American Residential Service-Norcross, GA
08.2020 - 03.2023

Production Worker/Customer Support

HIRE DYNAMICS (Staffing Agency)-Duluth, GA
10.2015 - 11.2016

Receptionist

MUSKEGON FAMILY CARE-Muskegon, MI
11.2012 - 06.2015

Associates Degree - Business Technology

GWINNETT TECHNICAL COLLEGE

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