Dwan Barber
McKinney
Summary
Experienced customer service representative with over five years of customer experience, NPS, email, and escalations.Devoted to giving every customer a positive and memorable experience.
Experienced professional with many years' success mentoring and developing strong healthcare teams. Talented in assisting with non-invasive and minimally invasive procedures while monitoring patients and upholding the highest standards of quality and safety.
Overview
11
11
years of professional experience
Work History
Endoscopy Tech
Preston Crossing Endoscopy Center
Plano
05.2016 - Current
- Greet incoming patients when they arrive for their procedure
- Endoscopy Tech processing experience, assists with the maintenance of all supplies, provides assistance in emergency procedures elective and scheduled cases
- Previous endoscope processing experience
- Current BLS or BLS certification issued by the American Heart Association
- Coursework/Training - Unit specific training
- Knowledge of policies and procedures
- Provides leadership, direction and assistance during an emergency, including office evaluation, administering first aid to employees with minor injuries
- Contribute to resolving conflict
- Give and receive constructive feedback.
- Followed safety practices to safeguard against injury and damage to property.
Online Customer Service Rep
Double C Transportation LLC
MS
03.2016 - Current
- Resolved escalated customer issues and ensuring we minimize wait times for queries related to software bugs and account management
- Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a customer satisfaction survey rating
- Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior
- Analyze data reports using Google Sheets, Excel, and internal database storage systems
- Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets
- Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings, with members from QA, Sales, Product Owners, and Service teams.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Guest Greeter
Mary Kay
Mckinney
07.2018 - 09.2019
- Greeted incoming guests to assess needs and monitor behaviors for signs of suspicious activities.
- Offered customer support by directing to designated locations and connecting with specific personnel.
- Helped keep entryway and front line clean, organized and fully stocked with inventory.
- Answered customers' questions about hours, seating, current wait time and other information.
- Maintained cleanliness of front entry area.
- Notified server after seating parties in section to facilitate prompt service.
Team Lead
JCPenney's, Inc
Jackson
10.2014 - 12.2014
- Rotated through series of different stations based on team needs.
- Planned the succession of exiting associates at all levels through employee training and mentoring promising associates
- Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies
- Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees.
- Delegated daily tasks to team members to optimize group productivity.
- Fostered positive employee relationships through communication, training, and development coaching.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
Education
Associate of Business Administration -
Ashford University
05-2027
Certificate in Non-Profit Management -
Job Corb
07.2019
Medical Assistant Certificate - MAQ10
Everest Community College
Dallas, TX02.2015
Skills
- Verbal and Written Communication
- Problem-Solving
- Team Collaboration
- Customer Service
- Microsoft Office Suite
- Detail-Oriented
- Patient care
- Customer service
- Team collaboration
- Conflict resolution
- First aid
- Leadership development
- Emergency response
- Colonoscopy and panendoscopy procedures
- Infection control standards
- Scope troubleshooting
- Materials management
- Administering medications
- Direct patient care
- Transporting patients
- Endoscope disinfection
- Endoscope reprocessing
- Certified in CPR
- Device repair
- Equipment maintenance
- Patient preparation
- Measuring vital signs
- HIPAA
- Instrument disinfection
- Health and safety regulations
- Problem-solving
- Reliability
- Safety monitoring
- Basic life support for health care providers
- Teamwork
Timeline
Guest Greeter
Mary Kay
07.2018 - 09.2019
Endoscopy Tech
Preston Crossing Endoscopy Center
05.2016 - Current
Online Customer Service Rep
Double C Transportation LLC
03.2016 - Current
Team Lead
JCPenney's, Inc
10.2014 - 12.2014
Associate of Business Administration -
Ashford University
Certificate in Non-Profit Management -
Job Corb
Medical Assistant Certificate - MAQ10
Everest Community College