KYETTA PENN-DEAN
Lawrenceville
Summary
Customer-focused professional with years of experience delivering high-quality support in fast-paced, service-driven environments. Skilled in inbound call handling, accurate documentation, benefits explanation, issue escalation, and conflict de-escalation. Known for empathy, attention to detail, and maintaining confidentiality while ensuring customers feel heard, valued, and supported.
Overview
16
16
years of professional experience
Work History
CUSTOMER SERVICE ADMINISTRATOR
SUSTAINING FAITH MINISTRY
LAWRENCEVILLE, GA
08.2024 - Current
- Provide daily customer and community support by responding to high-volume inquiries via phone, email, and digital platforms with professionalism and empathy.
- Accurately document client and member interactions, resolutions, and follow-ups in internal tracking systems to ensure continuity of service and compliance.
- Apply conflict de-escalation techniques to resolve sensitive concerns while maintaining a calm, supportive, and solutions-focused approach.
- Escalate complex issues to leadership when appropriate, ensuring timely resolution and customer satisfaction.
- Manage confidential records and financial data with discretion and strict attention to privacy standards.
- Lead and support a team of 8 employees, reinforcing service quality, accountability, and adherence to organizational procedures.
HOSPITAL ADMINISTRATIVE MANAGER
U.S. NAVY RESERVES, NAVY OPERATIONAL SUPPORT CENTER ATLANTA
MARIETTA, GA
03.2021 - 02.2025
- Managed 12 personnel in clinical operations and patient care. Enforcing fluent and effective communication among physicians, patients, and staff.
- Overseen and ensured organized charts, documents, and supplies to maintain team productivity. Furthermore, secured patient information and maintained patient confidence by completing and safeguarding medical records in accordance with HIPAA law.
- Spearheaded advancement training resulting in a 67% increase in unit advancements.
- Networked with multiple departments to develop a welcome package to aid in onboarding process for all newly assigned personnel.
- Prepared and provided equity, sexual harassment, safety, and ethics training annually.
- Performed numerous employee disciplinary and coaching meetings.
- Managed administrative operations, ensuring compliance with Navy regulations and policies.
- Developed and implemented efficient office procedures to enhance workflow and productivity.
LEAD PRODUCTION CONTROLLER
U.S. NAVY, FLEET READINESS CENTER LEMOORE WEST
LEMOORE, CA
11.2017 - 12.2020
- Led 750 personnel throughout 66 work centers on daily maintenance practices of avionic equipment for expeditious repair and turnaround time of parts.
- Implemented first approved locally manufactured component to be flown in a cockpit of a F/A-18 Superhornet, as team lead innovator to circumvent supply shortage.
- Earned Employee of the Month within six months of being on board for designing and implementing a new tracking system to expedite research, networking, and routing throughout organization.
QUALITY ASSURANCE REPRESENTATIVE
U.S. NAVY FLIGHT DEMONSTRATION SQUADRON (BLUE ANGELS)
PENSACOLA, FL
11.2014 - 10.2017
- Rapidly qualified as a full system Quality Assurance Representative, inspected maintenance programs and daily maintenance practices to prevent the occurrence of defects. By the book initiatives directly increasing operational capability by 14%.
- Partnered with supply and marketing teams to minimize costs through effective management of excess and obsolete inventory.
- Ambassador for the U.S. Navy showcasing teamwork and professionalism through flight demonstrations, community outreach, public speaking, and public engagement.
COLLATERAL DUTY INSPECTOR
U.S. NAVY, VFA-192
LEMOORE, CA
07.2010 - 10.2014
- Recognized technical expert in unsurpassed knowledge of the FA-18 avionics systems. Supervised over 1,896 maintenance man-hours and 76 special inspections crucial to the transition to a new avionic platform.
- Mentored 37 peers and 99 junior employees, fostering a productive working and training environment.
Education
Master in Healthcare Administration - Health Administration
Louisiana State University
Shreveport, LA12.2020
Bachelor of Science - Social Science
University of Maryland
Adelphi, MD12.2016
Skills
- Customer Service
- Inbound Call Handling
- Call Documentation
- CRM Systems
- Multitasking
- Conflict De-escalation
- Active Listening
- Empathy
- Accurate Data Entry
- HIPAA-Conscious Communication
- Issue Escalation
- Time Management
Awards & Acknowledgements
Awarded Tech of the Month, Junior and Senior Employee of the Quarter (3) and Employee of the Year (1). Navy and Marine Corps Achievement Medal (4), Good Conduct Medal (3), National Defense Service Medal, Sea Service Deployment Ribbon, Meritorious Unit Commendation, Dean’s List
Timeline
CUSTOMER SERVICE ADMINISTRATOR
SUSTAINING FAITH MINISTRY
08.2024 - Current
HOSPITAL ADMINISTRATIVE MANAGER
U.S. NAVY RESERVES, NAVY OPERATIONAL SUPPORT CENTER ATLANTA
03.2021 - 02.2025
LEAD PRODUCTION CONTROLLER
U.S. NAVY, FLEET READINESS CENTER LEMOORE WEST
11.2017 - 12.2020
QUALITY ASSURANCE REPRESENTATIVE
U.S. NAVY FLIGHT DEMONSTRATION SQUADRON (BLUE ANGELS)
11.2014 - 10.2017
COLLATERAL DUTY INSPECTOR
U.S. NAVY, VFA-192
07.2010 - 10.2014
Bachelor of Science - Social Science
University of Maryland
Master in Healthcare Administration - Health Administration
Louisiana State University