Summary
Overview
Work History
Education
Skills
Timeline
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Shana Fretty

Crosby,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty and drive competitive growth. Successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support.

Overview

5
5
years of post-secondary education
12
12
years of professional experience

Work History

Customer Service Agent

Rodeo Dental
Houston, TX
10.2018 - 03.2020
  • Educated patients by giving oral hygiene, plaque control and postoperative instructions.
  • Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
  • Operated x-ray equipment.
  • Applied fluoride varnish and sealants.
  • Assisted dentist with paperwork and billing protocol for both routine and less common procedures.
  • Explained treatment procedures and instructed patients on home care guidelines.
  • Prepared and positioned patients for procedures by , clipping dental napkins and placing patient safety devices.
  • Prepared comprehensive radiological images, allowing supervisory dental staff to spot cavities, tooth decay and areas needing treatment.
  • Taught patients strategies for boosting oral hygiene, controlling plaque and protecting tooth enamel from long-term damage.
  • Resolved over 25 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

Lead Dental Assistant

Brident Dental & Orthodontics
Houston, TX
02.2014 - 08.2017
  • Administered desensitizing agents by applying numbing gel to prepare patients for anesthetic injections.
  • Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
  • Educated patients by giving oral hygiene, plaque control and postoperative instructions.
  • Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
  • Prepared and positioned patients for procedures by , clipping dental napkins and placing patient safety devices.
  • Assisted dentist in management of medical or dental emergencies by triage patient. checking vital signs and asking important questions related to their health.
  • Took dental images following strict patient protection rules by mentioning risks during pregnancy, and applying lead aprons.
  • Sterilized rooms and prepped equipment and instruments for 30 or more procedures daily.
  • Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, composite, casts and impressions
  • Prepared and positioned patients for procedures by placing and clipping dental napkins and placing patient safety devices
  • Supported dentists during procedures to restore teeth, like dental fillings, permanent and temporary crowns, mixing temporary materials and placing temp crowns.
  • Took dental images following strict patient protection rules by mentioning risks during pregnancy, asking patient questions, removing all metal and applying lead aprons.
  • Assisted dentist in management of medical or dental emergencies by going over each patient chart and medical history.
  • Assisted dentist in management of medical or dental emergencies by going over medical history with doctor and patient.
  • Helped Dr's complete routine and advanced procedures by preparing patients and instruments for expected needs
  • Used dentrix, open dental and eaglesoft software to document and maintain patient information and health background
  • Prepared patient X-rays and images by mounting for review by dentist
  • Typed patient data into computer system using open dental while following privacy laws and maintaining high level of accuracy
  • Sterilized rooms and prepped equipment and instruments for 30 or more procedures daily

Front Desk Receptionist

La Quinta Inn & Suites
Houston, TX
05.2010 - 08.2014
  • Collected room deposits, fees and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Prepared weekly employee work schedules for team members.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
  • Informed guests of hotel security features and offered details regarding fire and emergency procedures.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel

Hotel Front Desk Receptionist

Quality Inn Hotel
Houston , TX
01.2007 - 01.2010
  • Collected room deposits, fees and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Prepared weekly employee work schedules for team members.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
  • Informed guests of hotel security features and offered details regarding fire and emergency procedures.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Resolved service-related problems and documented actions in system.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Updated customer accounts with add-on room charges, minibar use and room service bills.
  • Promoted hotel brand's loyalty program through choice program.

Education

Registered Dental Assistant - Dental Assisting

ATI Career Training Center - Dallas
Dallas, TX
07.2010 - 06.2012

High School Diploma -

Ross Sterling High School
Baytown TX
08.2003 - 05.2006

Skills

Sales expertise

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Timeline

Customer Service Agent

Rodeo Dental
10.2018 - 03.2020

Lead Dental Assistant

Brident Dental & Orthodontics
02.2014 - 08.2017

Registered Dental Assistant - Dental Assisting

ATI Career Training Center - Dallas
07.2010 - 06.2012

Front Desk Receptionist

La Quinta Inn & Suites
05.2010 - 08.2014

Hotel Front Desk Receptionist

Quality Inn Hotel
01.2007 - 01.2010

High School Diploma -

Ross Sterling High School
08.2003 - 05.2006

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Shana Fretty