Diamond Ford
Greensboro,NC
Summary
Adaptable Dental Assistant experienced in customer support and technical troubleshooting. Delivered quality patient care through strong communication, attention to detail, and knowledge of infection control and sterilization procedures. Focused on applying classroom training and hands-on skills to enhance patient experiences and support dental professionals.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Customer Support Specialist
Spectrum
Greensboro, North Carolina
03.2023 - 07.2026
- Answered Spectrum customer calls regarding internet, TV, and phone services.
- Resolved account and service problems using Spectrum billing and CRM systems.
- Guided customers through plan changes, payment support, and service setup steps.
- Recorded support cases in Spectrum ticketing systems and call notes.
- Documented support cases in Spectrum ticketing systems and call notes.
- Resolved billing questions with clear explanations of charges and credits.
- Escalated complex service problems to technical and retention teams.
- Assisted customers with password resets, equipment setup, and connection checks.
- Advised customers on Spectrum policies, promotions, and service options.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Investigated customer complaints regarding product quality or service rendered.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Recorded all customer interactions into the database system accurately and completely.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Consulted with customers regarding needs and addressed concerns.
- Processed customer account changes with proprietary software.
Machine Maintenance Technician
Procter & Gamble Co
Browns Summit, North Carolina
01.2019 - 02.2023
- Troubleshot mechanical failures on packaging and filling machines.
- Repaired belts, bearings, valves, and seals during shutdowns.
- Performed preventive maintenance using CMMS work orders.
- Maintained production equipment for Procter & Gamble consumer goods lines.
- Inspected motors, conveyors, and pumps for wear and damage.
- Calibrated equipment to support steady factory operations.
- Installed new components such as motors, belts, pulleys, bearings, gears, shafts and spindles.
- Adjusted machine settings to maximize production efficiency.
- Applied lockout tagout and GMP safety procedures.
- Communicated repair needs with operators and maintenance team.
- Provided training sessions for employees on proper operation of machinery.
- Cleaned machine parts to remove dirt and debris from moving parts.
- Replaced worn or defective parts with new ones following the manufacturer's instructions.
Line Assembler
Caraustar
Randleman, North Carolina
01.2018 - 01.2019
- Loaded materials into line equipment and maintained a steady workflow.
- Inspected finished pieces for quality, defects, and proper alignment.
- Adhered to strict quality control standards throughout the manufacturing process.
- Collaborated with team members to efficiently execute assembly tasks according to instructions. teammates with line changeovers and daily production tasks.
- Assisted coworkers with complex assembly tasks.
- Separated scrap and supported recycling procedures during manufacturing.
- Cleaned workstations and followed plant safety rules throughout the shift.
- Provided assistance in training new line assemblers on proper use of equipment.
- Supervised assembly teams and trained new employees on assembly procedures to ensure consistent quality.
- Communicated effectively with supervisors regarding progress updates.
- Compiled team production reports for management to support performance reviews.
Collections Agent
Collections
Greensboro, North Carolina
02.2016 - 06.2018
- Managed inbound and outbound calls for overdue accounts and payment arrangements.
- Reviewed account balances, payment histories, and delinquency notes in collection systems.
- Contacted customers with professional scripts to discuss past due balances and options.
- Documented promises to pay, disputes, and follow-up actions in account records.
- Negotiated repayment plans within company guidelines and customer account terms.
- Escalated complex accounts to supervisors and legal teams for next steps.
- Maintained compliance with debt collection policies, privacy rules, and call procedures.
Line Leader
XLC Personnel Services
Browns Summit, North Carolina
06.2016 - 01.2018
- Led production line teams through daily workflow at XLC Personnel Services client sites.
- Assigned specific tasks to team members based on production needs. based on staffing needs and line priorities.
- Allocated tasks to team members according to production needs and line priorities. based on staffing needs and line priorities.
- Instructed new employees on machinery operation and safety protocols to ensure compliance and efficiency. on equipment use, procedures, and workplace expectations.
- Monitored assembly tasks to maintain safety and quality standards.
- Inspected materials, supplies, and finished goods for line readiness.
- Resolved production issues to maintain workflow and minimize downtime.
- Resolved minor production issues and kept operations moving smoothly.
- Communicated schedule changes and task updates to team members.
Cashier
Hardees Fast Food
Reidsville, North Carolina
04.2014 - 06.2016
- Processed cash, card, and mobile payments through point-of-sale register, ensuring accurate transactions.
- Balanced cash drawer and verified transactions during shift changes.
- Greeted customers and took orders at the counter and drive-thru lanes.
- Resolved customer questions and fostered friendly service during fast-paced Hardee's shifts to enhance customer satisfaction.
- Provided exceptional customer service to patrons by employing active listening and engagement skills to address needs effectively.
- Greeted customers and answered any questions they had about the store's products and services.
- Prepared fountain drinks, condiments, and packaged menu items for orders.
- Communicated order details clearly with kitchen crew and shift leaders.
- Restocked cups, lids, napkins, and cashier station supplies.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Organized and filled shelves with merchandise to ensure availability for customers.
Education
EduDent School of Dental Assisting
Greensboro, NC10-2026
High School Diploma -
Reidsville High
Reidsville, NC06-2014
Skills
- CRM systems
- Ticketing systems
- Billing systems
- Account management
- Payment processing
- Customer management
- Dental charting
- Record keeping
- HIPAA compliance
- Instrument setup
- Sterilization protocols
- Chairside assisting
- Dental radiography
- Infection control
- Team collaboration
- OSHA regulations
- Attention to detail
- Time management
- Organization skills
- CPR
- N20
Certification
- CPR Certified July 2026-July 2028
- Dental Radiography Certified September 2026
Timeline
Customer Support Specialist
Spectrum
03.2023 - 07.2026
Machine Maintenance Technician
Procter & Gamble Co
01.2019 - 02.2023
Line Assembler
Caraustar
01.2018 - 01.2019
Line Leader
XLC Personnel Services
06.2016 - 01.2018
Collections Agent
Collections
02.2016 - 06.2018
Cashier
Hardees Fast Food
04.2014 - 06.2016
EduDent School of Dental Assisting
High School Diploma -
Reidsville High