Heather Dunn
Hiram,GA
Summary
Proven leader in telecommunications and customer service, adept at problem-solving and relationship building, enhanced WellStar Paulding Hospital's operational efficiency. Skilled in call management and medical terminology, consistently exceeded performance quotas by fostering team growth and ensuring customer satisfaction.
Overview
29
29
years of professional experience
Work History
PBX Operator
WellStar Paulding Hospital
05.2023 - Current
- Direct Hospital & P.O.P Patients , Family and Team Members thru hospital campus.
- Direct incoming calls, and respond to Team Members/ Patients and Families inquiries.
- Maintain Hospital phone directory.
- Train new PBX operations employees.
- Preformed all Hospitals Emergency Announcements and follow departmental emergency protocol .
- Monitor Hospitals Emergency Systems / Hospital Code Phone , Responder 5 , Switchboard , Hospital Overhead Paging.
- Operated switchboard and routed incoming calls to appropriate departments
- Resolved customer issues and complaints promptly and politely, upholding satisfaction
- Assisted colleagues with achieving task requirements, aiding team productivity and performance
Channel Account Manager (Avaya
Market Source
03.2004 - 09.2005
- Direct Business Partners in field sales to achieve monthly/yearly quota.
- Assist in planning sales strategy, training, and coaching field associates.
- Establish channel partner quality, manage, and resolve channel partner conflict.
- Create special pricing and negations with Business Partner.
- Quota based on Business Partners sales and individual quota.
- Improved sales while fostering amazing customer experiences.
Major Accounts Field Manager
BTI Telecommunications
06.2000 - 06.2003
- Maintained major accounts in BTi’s largest market
- Support direct and dealer sales force and field support with account issue and escalations.
- Act as customer liaison between customer service and Atlanta central office
- Maintain 700K + customer base for retention and growth. Renew term agreements, enhance existing revenue base through account uplift, handle all customer inquiries and concerns, and coordinate installation of all Frame, Local, Internet and Integrated circuits, and present for cut over.
- Assist sales reps with closing appointments
- Facilitated field operations through supervision and direction of field personnel
Service Coordinator
ITC DeltaCom
10.1999 - 06.2000
- Coordinate all phases of dedicated local, long distance and data & frame service installations.
- Consult and assist sales team in preparation and delivery of all local and long-distance dedicated circuits.
- Coordinate installation of CPE with customers, vendors and internal departments; communicated potentially changes or delays in installation.
- Provide weekly reports for sales team, branch and regional managers.
- Perform follow-up with customer troubleshooting any problems during and after product installations.
Install Sales Coordinator
The Home Depot
06.1995 - 10.1999
- Maintained installed sales program and budget in high-volume retail store.
- Training of all specialists, pros, and dept personnel on policy and procedures for conducting installed sales.
- Hiring of all installers for installation programs , resolving customer satisfaction issues.
- Liaison between customer and installer to ensure smooth install and inspection of job.
- Successfully drove new product lines to increase annual profits.
Education
No Degree -
Mercer University
Macon, GAHigh School Diploma -
South Cobb High School
Austell, GA05.1994
Skills
- Excellent verbal communication skills
- Problem-solving
- Medical terminology knowledge
- Active Listening
- De-Escalation Techniques
- Relationship Building
- Follow-up skills
- Call Management
- Customer Service
Timeline
PBX Operator
WellStar Paulding Hospital
05.2023 - Current
Channel Account Manager (Avaya
Market Source
03.2004 - 09.2005
Major Accounts Field Manager
BTI Telecommunications
06.2000 - 06.2003
Service Coordinator
ITC DeltaCom
10.1999 - 06.2000
Install Sales Coordinator
The Home Depot
06.1995 - 10.1999
No Degree -
Mercer University
High School Diploma -
South Cobb High School
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