Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Dorcus Banda

The Colony

Summary

Dynamic professional with a proven track record at Sunrise Senior Living, adept in HIPAA compliance and customer service. Excelled in enhancing patient satisfaction and client retention through effective problem-solving and strong organizational skills. Demonstrated ability to lead with empathy, significantly improving team collaboration and operational efficiency.

Overview

8
8
years of professional experience

Work History

Unit Secretary

Sunrise Senior Living
02.2022 - Current
  • Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Managed incoming calls and directed to appropriate department.
  • Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
  • Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.

Clients Relations Manager

RIVEN LOGISTICS & TRANSPORTATION LLC
07.2019 - 02.2022
  • Escalated client complaints and feedback to Type department.
  • Developed Type plans to build client relations.
  • Served as an escalation point for complex client issues requiring senior management intervention; worked closely with various departments in order to reach a satisfactory resolution.
  • Updated propriety system to keep Type teams up to date.
  • Conducted regular client feedback sessions, utilizing insights gathered to identify areas for enhancing the overall service experience.
  • Assisted in the development of marketing materials targeted at potential clients, showcasing the company''s strengths and value proposition.
  • Achieved main targets and KPI's set by Type leadership.
  • Organized quarterly business reviews with key stakeholders among existing clientele base to discuss progress, identify areas for improvement, and strategize future engagements.
  • Increased customer retention rates by providing exceptional service and support for all client needs.
  • Conducted regular performance evaluations and provided constructive feedback, promoting professional growth within the team.

Customer Service Representative

Barnes and Nobles
01.2017 - 02.2019
  • 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 resolution
  • ⋅ Proficient use of CRM, Genesys Cloud and Avaya to navigate through calls efficiently utilizing multiplemonitorsEDU
  • Responded to customer requests for products, services, and company information.

Education

Bachelor Of Administration - Business Administration

Amberton University
05.2019

High School Diploma -

LICEF
Lusaka Zambia
2009

Skills

  • Incoming call reception
  • Customer service
  • Strong organization
  • Telephone reception
  • HIPAA compliance
  • Medical records maintenance
  • Clinical support
  • Conflict resolution techniques
  • Detail-oriented approach
  • Medical records management
  • Document management
  • Computer proficiency
  • Critical thinking
  • Data entry
  • Time management
  • Collaboration and teamwork
  • Medical terminology
  • Administrative support
  • Documentation and recordkeeping
  • Problem-solving
  • Supply ordering
  • Adaptable and flexible

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of Number staff members.
  • Resolved product issue through consumer testing.
  • Achieved Result through effectively helping with Task.
  • Documented and resolved Issue which led to Results.
  • Achieved Result by introducing Software for Type tasks.
  • Achieved Result by completing Task with accuracy and efficiency.
  • Collaborated with team of Number in the development of Project name.

Affiliations

  • Project Management Institute
  • Society of Women Engineers
  • Lions Club
  • American Marketing Association

Timeline

Unit Secretary

Sunrise Senior Living
02.2022 - Current

Clients Relations Manager

RIVEN LOGISTICS & TRANSPORTATION LLC
07.2019 - 02.2022

Customer Service Representative

Barnes and Nobles
01.2017 - 02.2019

Bachelor Of Administration - Business Administration

Amberton University

High School Diploma -

LICEF

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Dorcus Banda