Summary
Overview
Work History
Education
Skills
Timeline
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Etienne Bryant

Watervliet ,New York

Summary

Highly skilled Service Assurance Agent with 5.5 years of courier and customer service experience. Proven ability to thrive in fast-paced environments, training employees, and delivering exceptional customer service. Demonstrated expertise in problem-solving, critical thinking, and maintaining professionalism while handling multiple tasks. Possessing in-depth knowledge of FAMIS, FWR, InControl and EOPs. A collaborative team player adept at building strong working relationships and fostering customer loyalty.

Overview

14
14
years of professional experience

Work History

Service Assurance Agent

Federal Express
10.2018 - Current
  • Participating as a pivotal role in cross-functional projects such as the driver's name and photo while focusing on enhancing customer experience and improving website usability.
  • Exceeded customer expectations by going above and beyond to provide exceptional support in challenging situations.
  • Delivered comprehensive reports on service assurance metrics, enabling management to make data-driven decisions regarding operational improvements.
  • Developed strong relationships with clients, fostering a sense of trust and loyalty in the company's services.
  • Effectively managed high-stress situations by remaining calm and composed while working to resolve customer issues quickly.
  • Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
  • Enhanced customer satisfaction by promptly addressing and resolving service issues.
  • Collaborated with team members to identify root causes of recurring problems, implementing measures to prevent future occurrences.
  • Followed up with customers to offer additional support and check resolution satisfaction.

Dental Assistant

Albany Upstate Dental
05.2012 - 11.2018
  • Explained treatment procedures and instructed patients on home care guidelines.
  • Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
  • Maintained a clean and sterile work environment to prevent cross-contamination and infection.
  • Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
  • Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
  • Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
  • Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
  • Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
  • Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
  • Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.
  • Took dental images following strict patient protection rules, applying lead aprons.
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
  • Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
  • Enhanced patient comfort by providing gentle and thorough dental cleanings.
  • Managed inventory of dental supplies, reducing waste and optimizing resource allocation.
  • Increased patient retention by building rapport through excellent communication skills and a friendly demeanor.

Lead Dental Assistant

Dynamic Dental
11.2010 - 05.2012
  • Explained treatment procedures and instructed patients on home care guidelines.
  • Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
  • Managed inventory of dental supplies, minimizing waste while ensuring necessary resources were readily available for all procedures.
  • Reduced wait times by effectively managing exam room turnover between appointments, minimizing downtime for both staff members and patients alike.
  • Developed strong relationships with patients, fostering a welcoming environment that encouraged return visits.
  • Maintained detailed patient records, contributing to better-informed treatment decisions and continuity of care.
  • Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
  • Staged tray for procedures by arranging dental instruments and equipment.
  • Participated in ongoing professional development opportunities, staying current on best practices within the field of dentistry.
  • Ensured strict adherence to infection control protocols, maintaining a safe and sanitary work environment for both staff and patients.

Education

High School Diploma -

Academy of The Holy Names
Albany, New York
05.2006

Skills

  • Completion of AIM 20
  • Inventory management
  • Collaborative Teamwork
  • Functioned as Acting PM Manager, overseeing outbound operations to ensure accurate package sorting, loading, and timely delivery
  • Efficient with Famis software
  • Demonstrated strong leadership and project management skills in a timely manner
  • Knowledgeable about Safety and compliance
  • Proactive approach to problem-solving
  • Thrive in fast-paced environments, demonstrating adaptability and strong critical thinking skills to overcome challenges
  • Proficient in utilizing InControl tab to accurately track and manage package status, ensuring timely and correct deliveries within committed timeframes
  • Possessing a strong understanding of the critical role accurate timecards play in payroll and compliance, experience in resolving timecard discrepancies and effectively communicating timecard policies to employees
  • Proficient in Microsoft office with excel skills including data analysis and pivot tables Created and delivered to audiences using power point

Timeline

Service Assurance Agent

Federal Express
10.2018 - Current

Dental Assistant

Albany Upstate Dental
05.2012 - 11.2018

Lead Dental Assistant

Dynamic Dental
11.2010 - 05.2012

High School Diploma -

Academy of The Holy Names

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Etienne Bryant