Lady Dennis
Charlotte,NC
Summary
Performance driven professional with a demonstrated history of over ten years of experience in management, training and
development, project management, and customer service. A strategic thinker who possesses strong analytical, written and oral
communication skills. Eager to evolve experience and skills in respect to client relations, project management, and communications.
Overview
16
16
years of professional experience
Work History
Station Training Supervisor
Piedmont Airlines
Charlotte, NC
11.2023 - Current
- Train new employees on the daily job duties, policies and procedures.
- Provide feedback, coaching and development opportunities to team members as needed.
- Monitor employee attendance records and ensured compliance with company policies.
- Enforce safety regulations among team members in order to reduce potential risks.
- Participate in regular meetings with upper management regarding progress towards meeting organizational goals.
Patient Registration Representative
Atrium Healthcare
Charlotte, NC
05.2014 - Current
- Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
- Applied organizational policies and complied with regulations for patient privacy.
- Verified insurance and collected critical data elements to properly identify and bill patients.
- Updated patient demographic information in Epic to prevent treatment and recordkeeping errors.
- Verified and entered necessary information into patient management system.
Gate Agent
Piedmont Airlines
Charlotte, NC
02.2020 - 11.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Provided clients with assistance in preparing required travel documents and forms.
- Printed itineraries and tickets for average of 250 passengers each day.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Team Lead
SouthTel Wireless
Charlotte, NC
08.2011 - 04.2014
- Manage and oversee day to day operations of customer resolution specialists.
- Research and resolve escalated calls from customer billing, and other operational inquiries.
- Train and track employees on resolution, de-escalation., and overall performance.
- Compile and analyze sales figures to determine best practices to improve sales, productivity, and performance.
- Conduct interviews and onboarding for new hires.
Loss Mitigation Specialist
Citi Mortgage
Fort Mill, SC
06.2008 - 05.2011
- Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Worked with customers to put together plans focused on retaining property ownership.
- Verified income of borrower and gathered credit information.
- Presented and processed client loan documents and verified comprehension of essential language.
- Set up debt payment plans based on client credit, income and assets.
- Informed customers of loan application requirements and deadlines.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Education
BBA - Business Administration
Strayer University
Charlotte, NC09.2007
Skills
- Computer skills
- Good work ethic
- Planning & organizing
- Active listening
- Decision-making
- Multitasking
- Microsoft Office
- People skills
- Organizational skills
- Reliable & trustworthy
- Team building
Technical Skills
- MS Word
- MS Excel
- Outlook
- Oracle
- EPIC/Encompass
- Salesforce
- Kronos
- Google Analytics
- Wordpress
Timeline
Station Training Supervisor
Piedmont Airlines
11.2023 - Current
Gate Agent
Piedmont Airlines
02.2020 - 11.2023
Patient Registration Representative
Atrium Healthcare
05.2014 - Current
Team Lead
SouthTel Wireless
08.2011 - 04.2014
Loss Mitigation Specialist
Citi Mortgage
06.2008 - 05.2011
BBA - Business Administration
Strayer University