Shana Green
Atlanta,GA
Summary
Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth. Skilled Specialist with expertise in project management, problem-solving and team leadership. Strengths lie in ability to efficiently manage multiple tasks, develop strategic plans and ensure successful execution of operational goals. Previous experience led to significant improvement in workflow processes and overall performance efficiencies. Demonstrated skills include adaptability, negotiation and strong communication abilities.
Overview
9
9
years of professional experience
Work History
Certified Teeth Whitening Specialist/Operations Coordinator
exclusive Smiles
Atlanta, GA
03.2019 - 09.2024
- Whiten and bleached patients teeth
- First point of contact for patients
- Prepared patients by explaining scheduled treatments and potential side effects
- Built loyal patient following and retained return patients by providing empathetic and caring service
- Checked with participants throughout procedures to help alleviate anxiety
- Laid out dental instruments and equipment before procedures
- Explained dental services and payment plans to help patients make informed decisions
- Documented patient records with procedures performed and added notes taken to charts
- Educated patients on techniques to optimize oral hygiene, control plaque and protect teeth and gums
- Utilized automated washers to sterilize instruments and prevent cross-infection between patients
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient
- Educated patients on treatment procedures and post-procedure home care
- Provided information regarding services and policies
- Maintained daily calendars, set appointments with clients and planned daily office events
- Distributed to team members to support open communication and quality customer service
- Provided exceptional customer service through effective telephone communication and follow-ups
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue
- Made phone calls and sent emails to establish leads
- Responded to customer issues to provide immediate resolution and improve retention
- Called no shows and cancellations to reschedule
- Recorded information from potential customers regarding specific product or service needs
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk
- Balanced customer schedules, employee availability and maximum load levels while scheduling appointments
Operations Manager
Grand Slam Exotics
Atlanta, Georgia
06.2023 - 06.2024
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Created detailed reports on the performance of individual departments within operations.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Developed key performance indicators to measure effectiveness of operational processes.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Managed scheduling, training and inventory control.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Built strong operational teams to meet process and production demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Presented performance and productivity reports to supervisors.
- Oversaw financial management, budget management, accounting and payroll activities.
- Enforced federal, state, local and company rules for safety and operations.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Responded to information requests from superiors, providing specific documentation.
- Tracked and replenished inventory to maintain par levels.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Collaborated with team leaders on quality audits.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Negotiated contracts with vendors and service providers, securing favorable terms.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Monitored progress by establishing plans, budgets and measuring results.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Support Specialist/Customer Service Representative
Amazon
Atlanta, GA
07.2019 - 12.2022
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Evaluated software or hardware to recommend improvements or upgrades
- Conferred with staff, users and management to establish requirements for new systems or modifications
- Conducted workflow analysis, space design or cost comparison analysis
- Supervised and directed workers engaged in installation of data communication equipment and software
- Set up equipment for employee use, performing or properly installing cables, operating systems or software
- Oversaw daily performance of computer systems
- Referred major hardware or software problems or defective products to vendors or technicians for service
- Maintained up-to-date knowledge of software and technical developments through reading and training
- Maintained records of data communication transactions, problems and remedial actions or installation activities
- Entered commands and observed system functioning to verify correct operations and detect errors
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Answered inbound calls, chats and emails to facilitate customer service
- Consulted with customers to resolve service and billing issues
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Improved customer service wait times to mitigate complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Developed strong customer relationships to encourage repeat business
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Mentored new employees on procedures and policies to maximize team performance
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Made outbound calls to obtain account information
- Fielded customer complaints and queries, fast-tracking for problem resolution
- Educated customers on special pricing opportunities and company offerings
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Set up and activated customer accounts
Orthodontic Assistant Intern
Allience Orthodontics
Stone Mountain, GA
03.2018 - 03.2019
- Kept track of treatment information in patient records
- Collected billing and insurance information from patients and assisted with transactions
- Administered x-rays under supervision
- Passed instruments to dentist, gently sprayed water, suctioned fluids and mixed materials to support dentists during procedures
- Established clean, sterile and welcoming environment for patients
- Exposed diagnostic dental x-rays to analyze teeth condition
- Updated patient records with new data and treatment information
- Took bitewing, periapical, panoramic and occlusal X-rays and prepared for dentists to review
- Entered patient data into dental records system and observed confidentiality rules to maintain patient privacy
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient
- Exposed dental diagnostic x-rays
- Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment
- Broke down and set up equipment and sanitized various dental tools
- Sterilized dental equipment using automatic washers to prevent cross contamination
- Discussed patient needs and expectations
- Built loyal patient following and retained return patients by providing empathetic and caring service
- Briefed patients on dental procedures and payment plans to help make informed decisions
- Documented patient records during procedures and added notes taken to treatment chart
- Assisted orthodontist in clinical activities such as taking impressions, fitting bands, and placing arch wires.
- Provided patient education regarding oral hygiene and post-treatment care instructions.
- Maintained sterilization of instruments according to OSHA standards.
- Organized patient records and kept track of treatment plans.
- Performed chairside duties including preparation of trays and passing instruments to the doctor during procedures.
- Prepared patients for dental radiographs and photographs.
- Greeted patients upon arrival in a friendly manner and ensured comfort throughout their visit.
- Scheduled appointments for patients based on availability of doctors' time slots.
Receptionist Assistant
Bryd House
Newnan, GA
03.2016 - 01.2018
- Used Microsoft Office suite programs daily for professional business correspondence, spreadsheet tracking and presentation preparation
- Answered and directed incoming calls using multi-line telephone system
- Displayed professional standards at reception desk to impress visitors
- Greeted customers, delivery persons and official representatives
- Served visitors by greeting, welcoming and directing to appropriate personnel
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling
- Reviewed, sorted and responded to select email correspondence on behalf of senior staff
- Oversaw office inventory by restocking supplies and submitting purchase orders
- Handled diverse needs for clients in-person, by phone or through email
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Handled conference room scheduling, collaborating with meeting organizers on logistics and catering
- Sorted incoming mail and directed to correct personnel each day
- Scheduled and confirmed appointments and meetings for management team
- Maintained daily calendars, set appointments with clients and planned daily office events
- Handled cash with high accuracy and reconciled accounts weekly to identify discrepancies
- Input new documents, expenses and orders into system for timely recordkeeping
- Processed payments and updated accounts to reflect balance changes
Sales Associate
Toy R Us
Atlanta, GA
05.2015 - 01.2016
- Collected payments and provided accurate change
- Trained new team members in cash register operation, stock procedures and customer services
- Reviewed files, recordings and other documents to obtain information to respond to requests
- Developed trusting relationships with customers by making personal connections
- Helped customers find specific products, answered questions and offered product advice
- Worked with fellow sales team members to achieve group targets
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Assessed customer needs to provide assistance and information on product features
- Sold various products by explaining unique features and educating customers on proper application or usage
- Assisted teammates with sales-processing tasks to meet daily sales goals
- Built and maintained relationships with peers and upper management to drive team success
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
Education
Some College - Biochemistry
Atlanta Metropolitan State College
Atlanta, GASkills
- Credit Card Payment Processing
- Report Creation
- Report Generation
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Organization and Efficiency
- Meticulous and Organized
- Multi-Line Telephone Skills
- Business Operations Understanding
- Recordkeeping and Bookkeeping
- Office Equipment Operations
- Computer Proficiency
- Appointment Scheduling
- Calendar Management
- Verbal and Written Communication
- Administrative Support
- Call Answering and Routing
- Documentation and Reporting
- Scheduling and Calendar Management
- Inventory Management
- Research and Data Analysis
- Greeting and Seating Clients
- Data Entry and Database Software
- Multitasking and Prioritization
- Courteous and Professional
- Microsoft Office
- Certified Microsoft Office Specialist
- Microsoft Office Specialist Certified
- Document Control
- Professional and Polished Presentation
- Understanding Customer Needs
- Data Entry
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Creative Problem Solving
- Customer Account Management
- Upselling Products and Services
- Order and Refund Processing
- Data Entry and Maintenance
- Courteous Demeanor
- Problem-Solving Abilities
- High-Energy Attitude
- Office Equipment Proficiency
- Adaptive Team Player
- Inbound and Outbound Calling
- In-Store Support
- Shipping and Receiving Understanding
- Customer Relations
- Decontamination and Sanitation
- Patient and Equipment Transport
- Diagnostic Testing
- Equipment Inspection
- Instrument Cleaning and Sterilization
- Attention to Detail
- Records Management
- Prioritization and Time Management
- Microsoft Office Suite
- Multi-Line Phone Systems
- Customer Service-Oriented
- Customer Service
- Customer Complaint Resolution
- Inventory Management Software
- Problem-Solving
- PPE Compliance
- Operation Monitoring
- Teamwork and Collaboration
- Inventory Recordkeeping
- Recording Test Results
Timeline
Operations Manager
Grand Slam Exotics
06.2023 - 06.2024
Support Specialist/Customer Service Representative
Amazon
07.2019 - 12.2022
Certified Teeth Whitening Specialist/Operations Coordinator
exclusive Smiles
03.2019 - 09.2024
Orthodontic Assistant Intern
Allience Orthodontics
03.2018 - 03.2019
Receptionist Assistant
Bryd House
03.2016 - 01.2018
Sales Associate
Toy R Us
05.2015 - 01.2016
Some College - Biochemistry
Atlanta Metropolitan State College
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