Madison Wagner
Tooele,UT
Summary
Certified Dental Assistant with some hands-on experience through my schooling. Well-rounded knowledge of dental procedures and enthusiasm to bring strong work ethic. I am looking to obtain a full time position in an office where I am able to gain more experience and knowledge of the dental field as a whole.
Overview
5
5
years of professional experience
Work History
Agent Support Specialist
Alorica
Salt Lake City, UT
04.2022 - Current
- Independently support a chat room of 200+ agents working on live interactions.
- Respond quickly to each inquiry. Providing up-to-date, and accurate information pertaining to each request to ensure high quality interactions are being produced.
- Report system outages, errors, and trends to leadership quickly, and accurately. Work closely with leadership to ensure agents are being assisted when experiencing an outage.
Team Manager
Alorica
03.2020 - 04.2022
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to agents.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Conducted regular quality assurance checks of calls handled by members of my team.
- Resolved escalated customer interactions and complaints in a timely manner.
Fraud Prevention Representative/CSR
Alorica
06.2019 - 03.2020
- Responded quickly to customer inquiries regarding suspected fraud incidents and general account servicing inquires. Processing fraud and non fraud transaction disputes.
- Reviewed customer accounts for suspicious activity and identified fraudulent transactions.
- Verified customer information against existing records to detect discrepancies or inconsistencies, always prioritizing keeping person information safe and confidential.
- Assisted with training staff on best practices for spotting fraudulent behavior and responding appropriately.
Education
Dental Assisting Certification -
Practical Dental Assisting
Lindon, UT12-2023
GED -
Entrada
Salt Lake City, UT07-2023
Skills
- Escalation management
- Dispute Resolution
- Reporting and documentation
- Computer Literacy
- Leadership
- Phone Etiquette
- Alginate Impressions
- Developing and mounting radiographs
- Sterilization
- Fluoride Application
- Sealants
- Patient Charting
- Chairside assisting
- Dental Prophylaxis
Timeline
Agent Support Specialist
Alorica
04.2022 - Current
Team Manager
Alorica
03.2020 - 04.2022
Fraud Prevention Representative/CSR
Alorica
06.2019 - 03.2020
Dental Assisting Certification -
Practical Dental Assisting
GED -
Entrada