Dynecia David
Winter Haven,FL
Summary
I offer over ten years of experience in education through teaching instructional teaching in public charter school settings. Customer service professional with 2+ years of experience in health care. Skilled in resolving customer complaints, building long-term relationships, and boosting customer satisfaction. Proficient in problem-solving and working in a fast-paced environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
United Health Care
01.2021 - 01.2023
- Assist customers in navigating United Health Care websites and encourage and reassure them to become self-sufficient. Compassionately delivered an exceptional experience to between 50 to 70 calls a day. Handle escalated calls, resolving more complex customer issues in a one-and-done manner. Answer incoming phone calls from customers and assist their needs such as appointments, authorizations or treatments, billings and payment, claims, invoices, eligibility, benefits, and appeals and explanation of benefits. Meet the performance goals established for the position in the areas of satisfaction, accuracy, quality, and attendance. Meet department standards to adherence metric. Adherence metric is evaluated daily. Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines. Data enters PCP changes into the system and processes paperwork as necessary. Assists Telehealth Nurses as necessary arranging DME, transportation and HH. Assists new or potential members in the choice of PCP and supplies general information about medical groups. Translates oral information into concise and accurate written documentation by guidelines. Any other assigned duties as delegated by the Customer Service Supervisor.
Middle School English Language Arts Teacher
Four Corners Charter Academy
Davenport, FL
01.2018 - 01.2020
- Main objective is to provide instruction and to prepare students who need support due to low grade level achievement based on NWEA, CMA, and FSA assessments. Small group instructions are provided through stations or centers carrying out various activities including computer assignments (Reading Plus) and independent activities to reinforce skills and concepts to help meet grade level goals.
Middle School English Language Arts Teacher
P.M. Wells Charter Academy
Kissimmee, FL
01.2015 - 01.2018
- Main objective is to provide instruction and to prepare students who need support due to low grade level achievement based on NWEA, CMA, and FSA assessments. Small group instructions are provided through stations or centers carrying out various activities including computer assignments (Reading Plus) and independent activities to reinforce skills and concepts to help meet grade level goals.
Substitute Teacher
Osceola County School District
Kissimmee, FL
01.2014 - 01.2015
- Main objective of this job was to follow and complete the teacher’s lesson plan for the day and make sure that each student was on task and follow directions. Provided services for grades ranging from kindergarten to 12th grade.
Middle School Teacher
Osceola Christian Preparatory School
Kissimmee, FL
01.2011 - 01.2014
- Created lesson plans and provided instruction for students in Language Arts, Reading, Social Studies, Science, and Mathematics.
Teacher
New Frontier Academy
Kissimmee, FL
01.2009 - 01.2011
- Created lesson plans and provided instruction for students in 2nd through 9th grade.
Substitute Teacher
Orange County Public Schools
Orlando, FL
01.2008 - 01.2009
- Main objective of this job was to follow and complete the teacher’s lesson plan for the day and make sure that each student was on task and follow directions. Provided services for grades ranging from kindergarten to 12th grade.
Student Support Service Coordinator
Universal Technical Institute
Orlando, FL
01.2007 - 01.2008
- Organized student information for caps and gowns, ordered caps and gowns, conducted exit interviews, updated student information and organized biographies, prepared PowerPoint presentations, and created program/agenda for the graduation ceremony.
Secretary
Irish Mike’s World Class Automotive
Orlando, FL
01.2006 - 01.2007
- Assisted the office manager with multiple tasks, supported the front desk operations by answering multiple phone lines, assisted with typing and filing company records, received and handled cash daily, and managed payroll for the towing company.
Customer Service Representative
Walt Disney World Resort
Lake Buena Vista, FL
01.2005 - 01.2006
- Recorded new found articles, performed searches for a Found or Lost Report, entered new Lost Reports in the data system, and handled cash daily.
Intern
Walt Disney World Resort
Lake Buena Vista, FL
01.2004 - 01.2005
- Provided for the safety of guests and ensured a positive Walt Disney World guest experience.
Administrative Assistant
Northwestern State University
Natchitoches, LA
01.2003 - 01.2004
- Performed office duties as needed; answered incoming calls, filed documents, greeted guests, and supervised students signing in and out of the dormitory building.
Education
Educator Preparation Institute (EPI) - Teacher Alternative Certification Program Certificate
Valencia College
Kissimmee, FL08.2017
Bachelor of Arts - Liberal Arts/Theatre
Northwestern State University
Natchitoches, LA05.2004
Associates Degree - Business Administration
Northwestern State University
Natchitoches, LA11.2002
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Northwestern State University
Natchitoches, LA08.2002
Skills
- Microsoft Office: Word, Excel, PowerPoint, Outlook, Access, and One Note
- Scheduling
- Attention to detail
- Task scheduling
- Interpersonal communication
- Skills management
- Problem solving
- Computer literacy
- Customer service
- Leadership
- Teamwork
- Calendar management
- Communication
- Conflict resolution
- Critical thinking
- Multitasking
- Organizational skills
- Organization
- Presentations
- Written communication
Certification
- State of Florida Educator’s Certificate
- Subject Area(s) – Middle Grade English 5-9
- Subject Area(s)- Drama 6-12
- Subject Area (s)- Middle Grades Social Science
- Health Care Certificate
- M&R Certified Level 1
Community Service
The Boys and Girls Club, Volunteered to work with young adults.
Languages
English
Full Professional
Timeline
Senior Customer Service Representative
United Health Care
01.2021 - 01.2023
Middle School English Language Arts Teacher
Four Corners Charter Academy
01.2018 - 01.2020
Middle School English Language Arts Teacher
P.M. Wells Charter Academy
01.2015 - 01.2018
Substitute Teacher
Osceola County School District
01.2014 - 01.2015
Middle School Teacher
Osceola Christian Preparatory School
01.2011 - 01.2014
Teacher
New Frontier Academy
01.2009 - 01.2011
Substitute Teacher
Orange County Public Schools
01.2008 - 01.2009
Student Support Service Coordinator
Universal Technical Institute
01.2007 - 01.2008
Secretary
Irish Mike’s World Class Automotive
01.2006 - 01.2007
Customer Service Representative
Walt Disney World Resort
01.2005 - 01.2006
Intern
Walt Disney World Resort
01.2004 - 01.2005
Administrative Assistant
Northwestern State University
01.2003 - 01.2004
Bachelor of Arts - Liberal Arts/Theatre
Northwestern State University
Associates Degree - Business Administration
Northwestern State University
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Northwestern State University
Educator Preparation Institute (EPI) - Teacher Alternative Certification Program Certificate
Valencia College