Evonne Monique Joseph
Kilgore
Summary
Result-oriented individual with 18 years of experience in customer support. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Office Manager
Affordable Dentures And Implants
04.2023 - Current
- Reduced wait times for patients through effective coordination of staff schedules and resource allocation.
- Maintained a professional and welcoming atmosphere, fostering strong relationships with patients and encouraging referrals.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
OPERATIONS MANAGER
D4C Dental
07.2022 - Current
- Managed day to day operations of a single pediatric dental office whom had gone 2 months without a manager
- Devised processes to boost long-term business success and increase profit levels.
- Trained new employees on proper protocols and customer service standards.
- Within two months of employment, I raised production by 80% , fully staffed the office, and aided current team members in achieving promotions
REGIONAL OPERATIONS MANAGER
SMILEPOINT DENTAL
06.2021 - 03.2022
- Selected candidates to fulfill positions, trained new and current employees and conducted employee touchpoint performance reviews
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Enhanced regional branch performance by implementing proven management processes to increase revenue for four dental offices
OFFICE MANAGER
SMILEPOINT DENTAL
07.2020 - 06.2021
- Executed business and production goals while meeting patient expectations
- Explained and communicated treatment according to the Doctors diagnosis
- Managed staff payroll and controlled overhead spending
- Coordinated marketing events and worked closely with the corporate office to analyze improvements necessary to meet goals
- Promoted to Regional Operations Manager within a year of accepting position with Smilepoint Dental
DENTAL TREATMENT COORDINATOR
BOERNE ORTHODONTICS AND PEDIATRIC DENTISTRY
07.2019 - 05.2020
- Scheduled, rescheduled and cancelled appointments for dental patients.
- Explained and communicated treatment according to the Doctors diagnosis
- Provided detailed oriented data with insurance and treatment plans to achieve the most accurate display of information
- Exceeded expectations of daily collections to decrease the number of accounts receivable balances.
DENTAL OFFICE MANAGER
EXCELLENT DENTAL SPECIALISTS
03.2019 - 07.2019
- Supervised and led team of dental hygienists and support staff of 29.
- Optimized staffing schedules for demand fluctuations of four doctors
- Daily routine tasks included: Assisting with treatment plan presentations and follow up, supervision of up to twenty-nine employees, accounts payable assistance, payroll monitoring, inventory management, and budgeting
- Implementation of new procedures to reach the goal of true customer satisfaction.
- Managed office within budget guidelines for clerical and auxiliary supply purchases, equipment upgrades and labor costs.
FRAUD OPERATIONS ASSISTANT
CITI BANK
07.2018 - 03.2019
- Received Promotion from Fraud Ops Specialist to Operation Assistant within 1 year of starting with Citi Bank
- Supported Operations Manager with leading and coaching agents in the fraud division to achieve metric expectations
- Pulled statistical data for monitoring agents progress and productivity
- Supervised 40 plus agents during production time
- Developed goal-oriented programs for meeting portfolio expectations
- Assisted agents with system and employment issues.
FRAUD OPERATIONS SPECIALIST
CITI BANK
10.2017 - 07.2018
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Achieved the first position role of Contingent Operations Assistant in the division located in San Antonio, within five months of start date
- Provided aid to Operations Assistants by reviewing closure reports and correcting policy failures
- Assisted with system testing for new business program releases and provided coaching to peers to ensure consistency throughout the division
- Earned a TSP assistant to help train new hires of the department to achieve a high percentage of success transitioning to the floor
- Achieved Helpgate position assisting as a supervisor to the floor within eight months of hire.
FINANCIAL COORDINATOR
PIERSON ORTHODONTICS
07.2014 - 10.2017
- Brand development by strategically planning deliveries to referring doctors and through acts of community services
- Designed methods that enhanced the customer service experience
- Created contracts an entered data in multiple areas for accounts receivable, statistics, and insurance processing
- Supported the front office coordinator during high volume times with tasks such as answering phones, scheduling appointments, and checking patients out
- Oversaw the HIPAA and OSHA procedures and training for the entire staff to ensure the office was running the most productive and safest way possible.
FRONT OFFICE COORDINATOR/ DA
DR. CASSIE ALLISON
06.2013 - 10.2013
- Organized development of new dental office
- Ordered all instruments, equipment, and office essentials to set up the practice
- Designed operatory rooms, front office, and lab
- Arranged meetings and installations for new equipment as well as trained on each of them.
SURGICAL ASSISTANT
ORAL AND MAXILLOFACIAL SURGEONS OF HOUSTON
04.2012 - 11.2012
- Assisted four Oral Surgeons in surgeries
- Procedures were done with intravenous sedation, oral sedation, nitrous oxide or with local anesthetic
- The different types of procedures performed were implants with Platelet Rich Plasma, sinus lifts, total mouth reconstruction or teeth in a day, and regular extractions
- Protected patients from infection by setting up and managing sterile operating fields.
- Arranged supplies and instrumentation to meet needs of individual surgeons and enhance team efficiency.
DENTAL AND FRONT OFFICE ASSISTANT
DR. ROBERT KLEYPAS D.D.S
03.2008 - 04.2012
- Prepared insurance claim forms, explained benefits and outlined pricing details for procedures and services.
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
- Performed front office tasks such as answering phones, scheduling appointments, insurance verification and filing, hygiene recall and chart audits.
Education
Master of Science - Forensic Accounting
Southern New Hampshire University
01.2024
Bachelor Of Science - Accounting
Southern New Hampshire University
05.2019
Associate of Science - Business Administration
South Plains College
12.2005
Skills
- High-Pressure Environments
- Patient Care
- Accounts Payable and Accounts Receivable
- Data Communications
- Claim Verifications
- New Hire Orientation
- Inventory Management
- Employee Performance Evaluations
- Schedule Management
- Treatment Documentation
- Brand Development
- Patient Retention
Timeline
Office Manager
Affordable Dentures And Implants
04.2023 - Current
OPERATIONS MANAGER
D4C Dental
07.2022 - Current
REGIONAL OPERATIONS MANAGER
SMILEPOINT DENTAL
06.2021 - 03.2022
OFFICE MANAGER
SMILEPOINT DENTAL
07.2020 - 06.2021
DENTAL TREATMENT COORDINATOR
BOERNE ORTHODONTICS AND PEDIATRIC DENTISTRY
07.2019 - 05.2020
DENTAL OFFICE MANAGER
EXCELLENT DENTAL SPECIALISTS
03.2019 - 07.2019
FRAUD OPERATIONS ASSISTANT
CITI BANK
07.2018 - 03.2019
FRAUD OPERATIONS SPECIALIST
CITI BANK
10.2017 - 07.2018
FINANCIAL COORDINATOR
PIERSON ORTHODONTICS
07.2014 - 10.2017
FRONT OFFICE COORDINATOR/ DA
DR. CASSIE ALLISON
06.2013 - 10.2013
SURGICAL ASSISTANT
ORAL AND MAXILLOFACIAL SURGEONS OF HOUSTON
04.2012 - 11.2012
DENTAL AND FRONT OFFICE ASSISTANT
DR. ROBERT KLEYPAS D.D.S
03.2008 - 04.2012
Master of Science - Forensic Accounting
Southern New Hampshire University
Bachelor Of Science - Accounting
Southern New Hampshire University
Associate of Science - Business Administration
South Plains College
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