Dezarae Henry
Del Valle
Summary
Dynamic customer service professional with a proven track record at Ascension Seton, excelling in problem-solving and conflict resolution. Recognized for enhancing patient satisfaction through attentive listening and effective communication. Detail-oriented with strong documentation skills, consistently improving service efficiency and fostering positive client relationships in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Travis County Community Center
Customer Service Representative & Administration
05.2018 - 07.2018
- 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.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Barista Trainer
Starbucks
08.2021 - 09.2022
- Trained new baristas on beverage preparation and customer service standards.
- Facilitated training sessions to enhance product knowledge and operational efficiency.
- Developed training materials and resources to support ongoing staff development.
- Monitored performance of trainees to ensure adherence to Starbucks' quality standards.
- Provided constructive feedback to improve barista skills and customer interactions.
- Assisted in creating a positive team environment through mentorship and support.
- Collaborated with management to identify areas for improvement in training processes.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Customer Service Representative
Ascension Seton
09.2022 - 05.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new team members on company policies and procedures.
- Streamlined processes to enhance customer service efficiency and response times.
- Maintained accurate records of customer interactions using CRM software.
- Resolved patient inquiries and concerns, enhancing customer satisfaction and loyalty.
- Utilized electronic health record (EHR) systems to accurately document patient interactions.
- Coordinated communication between patients and healthcare providers, ensuring timely information exchange.
- Assisted in onboarding new team members, providing training on customer service protocols and best practices.
- Monitored call quality metrics, contributing to performance improvement initiatives within the team.
- Developed comprehensive knowledge of healthcare policies, ensuring compliance during customer interactions.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the Ascension's database.
Front of House Team Leader
Hopdoddy Burger Bar
08.2023 - 05.2025
- Supervised front of house operations to ensure exceptional customer service and satisfaction.
- Trained and mentored team members on service standards and operational procedures.
- Coordinated daily staffing schedules to optimize workflow and coverage during peak hours.
- Implemented process improvements that enhanced efficiency and reduced wait times for guests.
- Monitored inventory levels, facilitating timely orders of supplies to maintain optimal stock levels.
- Addressed customer inquiries and complaints promptly, ensuring resolution aligned with company policies.
- Developed training materials to support onboarding of new staff in front of house roles.
- Mentored new employees, fostering a positive work environment and supporting professional growth.
- Trained team members on company policies and procedures to maintain a consistent guest experience.
- Developed strong relationships with guests, creating a loyal customer base through personalized service.
- Enhanced customer satisfaction by delivering exceptional service and addressing concerns promptly.
- Streamlined front of house operations for improved efficiency and productivity.
Customer Service Representative
Ascension Medical Group
05.2025 - Current
- Collaborated with cross-functional teams to address client needs and improve satisfaction.
- Monitored service quality metrics to ensure compliance with organizational standards.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Del Valle High School
5201 Ross Rd Del Valle, Tx 7861706-2021
Skills
- Service excellence
- Attentive listening ability
- Problem-solving skills
- Detail-oriented data management
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Call management
- Paperwork processing
- Documentation
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Service Representative
Ascension Medical Group
05.2025 - Current
Front of House Team Leader
Hopdoddy Burger Bar
08.2023 - 05.2025
Customer Service Representative
Ascension Seton
09.2022 - 05.2024
Barista Trainer
Starbucks
08.2021 - 09.2022
Travis County Community Center
Customer Service Representative & Administration
05.2018 - 07.2018
High School Diploma -
Del Valle High School
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