Microsoft Office Suite
Dyana Philpott
Bremerton,WA
Summary
Results-driven customer service professional known for exceptional productivity and efficient task completion. Promoted-from-within Team Lead specialized in team coordination, conflict resolution, and strategic planning. Excel in communication, leadership, and problem-solving, ensuring seamless operations and project success.
Overview
19
19
years of professional experience
Work History
Individual Care Provider
Consumer Direct Care Network
Beemer, WA
01.2010 - Current
- Assisted with daily living activities, such as bathing, dressing, grooming, toileting, and meal preparation.
- Helped clients maintain a clean and safe living environment by performing household tasks such as laundry and light housekeeping.
- Transported clients to medical appointments or other errands as needed.
- Observed behavioral changes in clients and reported them to the appropriate personnel immediately.
- Followed prescribed care plans created by health professionals when providing services to each client.
- Adhered strictly to HIPAA guidelines when handling confidential information about patients.
- Maintained daily living standards by assisting clients with personal hygiene needs.
Team Lead I
TeleTech Holdings
Bremerton, WA
05.2005 - 03.2009
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Completed daily quality assurance duties to provide feedback for improvements.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives, and objectives.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Provided support to junior staff during peak periods of workloads.
- Created detailed reports on team activities as requested by management.
- Maintained accurate employee records.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
Education
Some College (No Degree) - Accounting And Business Management
Washington State University
Pullman, WA (remote)Certificate of Proficiency - Computer Information Systems: Networking
Olympic College
Bremerton, WA05-2007
Some College (No Degree) - English Language and Literature
University of Southern Indiana
Evansville, INSkills
- Interpersonal Communication
- Schedule Management
- Performance Improvement
- Talent Acquisition
- Coaching and Mentoring
- Employee Evaluation
- Complaint resolution
- Typing: 70wpm with 99% accuracy
- Professional telephone demeanor
Software
Windows 11
Outlook 2024
Kronos (last used 03/2009)
Zoom
Languages
English
Native/ Bilingual
French
Limited
Korean
Elementary
Affiliations
- SEIU 775
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Career advancementWork-life balancePaid sick leaveWork from home optionPaid time offFlexible work hours401k matchInterests
Crafting: needle work, wire work, jewelry making, beading, yarn crafting
Reading: mostly fantasy fiction
Writing: fiction
Independent Studies: History, Languages (French and Korean), Mythology, Ancient Civilizations, Astronomy
Gaming: Xbox, PS5, Switch
References
References available upon request.
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