Santoya Johnson
San Antonio,TX
Summary
Driven Business Administration student and Lead Dental Assistant with a proven track record in training development and patient engagement. Successfully implemented strategies that improved patient satisfaction while delivering high-quality customer service in dynamic healthcare environments.
Overview
11
11
years of professional experience
Work History
Lead Dental Assistant
U.S. Air Force Reserve
San Antonio, USA
04.2017 - Current
- Developed tailored training materials to address specific needs of new trainees from basic training and tech school.
- Conducts classroom, virtual and field training to ensure each dental assistant remains up to date with laws and regulations of dental practices.
- Continuously study and receive updated information from OSHA and FDA regarding new regulations every 3 months.
- Mentored new trainees, facilitating smooth transitions from Basic Military training to Military lifestyle.
- Created and updated training curriculum, enhancing preparedness of new dental assistants.
- Prepare patient, sterilize or disinfect instruments, set up instrument trays, prepare materials, or assist dentist during dental procedures.
- Performed dental x-ray imaging to capture diagnostic images for patient evaluation.
- Record treatment information in patients' records.
Engagement Specialist
Carenet Health
San Antonio , TX
04.2026 - 09.2026
- Analyzed patient data to identify trends and inform engagement strategies.
- Facilitated patient engagement through effective communication strategies.
- Advocated for patients by addressing concerns and ensuring access to resources.
- Managed scheduling and follow-up processes for patient consultations and services.
Retention Specialist
IBEX Global
San Antonio , TX
10.2024 - 04.2026
- Managed customer retention strategies to enhance client satisfaction.
- Implemented best practices for managing customer relationships and loyalty programs.
- Resolved escalated issues, maintaining a focus on customer needs and solutions.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Analyzed customer feedback to identify areas for service improvement.
Fraud Specialist II
BBVA Compass
San Antonio, USA
07.2020 - 08.2024
- Successfully resolved fraudulent activity affecting cardholders' accounts, including charges/payments and financial transactions.
- Applied understanding of fraudulent principles to effectively address fraud cases, contributing to organizational effectiveness.
- Responded to inbound phone calls regarding processing applications and fraud activity on cardholders' accounts.
- Delivered exceptional customer satisfaction amid high levels of customer frustration and concern.
- Processed item-level transactions including exchanges, returns, payments, and credit card orders.
- Guided less experienced staff while ensuring accurate documentation of all interactions.
Content Moderator
TaskUs
New Braunfels, USA
11.2019 - 09.2021
- Oversaw team of 12 agents focused on content moderating social media.
- Inspired team of 12 agents to enhance content moderation quality through hands-on leadership.
- Ensured high quality and safe experiences for both people and businesses across the social media family of apps.
- Maintained appropriate, engaging, and safe online environments for users.
- Ensured adherence to written and verbal policies to maintain consistency. to digital content and execute handling procedures with consistency.
- Resolved advanced issues with calmness and professionalism, ensuring consistent adherence to policies.
- Engaged in personal learning to enhance skills and knowledge. and development opportunities.
Customer Service Team Lead
Charter Communications
San Antonio, USA
12.2018 - 10.2019
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Maintained customer happiness by implementing strategies that proactively addressed needs and resolved concerns.
- Evaluated associate-customer interactions to gauge performance and enhance customer satisfaction.
- Established and updated work schedules to align staffing with fluctuating workloads, ensuring optimal coverage.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Cashier Customer Service
Walmart Supercenter
San Antonio, USA
09.2015 - 04.2017
- Receive payments by cash, checks, credit cards, vouchers, or automatic debits.
- Issued receipts, refunds, credits, or change to enhance customer satisfaction.
- Weighed items sold to determine prices, ensuring correct billing for customers.
- Counted cash in drawers at shift changes to maintain financial accuracy. in cash drawers at the beginning and end of shifts and ensure that amounts are correct and that there is adequate change.
- Maintain clean and orderly checkout areas and complete other general cleaning duties.
Education
High School Diploma -
Premier Charter High School
San Antonio, TXSome College (No Degree) - Business Management
Southern New Hampshire University
Hooksett, NH08-2026
Skills
- Dental Assistant
- Dental procedure support
- Training & Development
- Dental team coordination
- Patient engagement
- Scheduling appointments
- Scheduling
- Insurance coordination
- Insurance claims
- Insurance billing
- Data analysis
- Microsoft Word & Office
- Customer service
- Problem resolution
- Team collaboration
Timeline
Engagement Specialist
Carenet Health
04.2026 - 09.2026
Retention Specialist
IBEX Global
10.2024 - 04.2026
Fraud Specialist II
BBVA Compass
07.2020 - 08.2024
Content Moderator
TaskUs
11.2019 - 09.2021
Customer Service Team Lead
Charter Communications
12.2018 - 10.2019
Lead Dental Assistant
U.S. Air Force Reserve
04.2017 - Current
Cashier Customer Service
Walmart Supercenter
09.2015 - 04.2017
High School Diploma -
Premier Charter High School
Some College (No Degree) - Business Management
Southern New Hampshire University