Shannon Gagnon
Barnstead,NH
Summary
Results-driven individual with extensive experience in customer service and office management. Known for active listening and critical thinking skills, consistently achieving high patient satisfaction and optimizing office operations.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Northeast Delta Dental
Concord, NH
06.2024 - Current
- Resolved customer inquiries through multi-channel support, ensuring timely and accurate responses.
- Assisted customers with claims processing, enhancing overall satisfaction and reducing resolution times.
- Educated clients on dental plans, improving understanding of benefits and coverage options.
- Trained and mentored new staff, fostering a collaborative team environment and improving service delivery.
Office Manager
Roland R Bryan DMD
Manchester, NH
04.2016 - 05.2024
- Streamlined office operations to enhance workflow efficiency and improve patient scheduling.
- Managed financial records, ensuring accuracy in billing and insurance claims processing.
- Coordinated staff schedules, optimizing resource allocation for maximum productivity.
- Developed and implemented office policies, fostering a professional environment for team collaboration.
- Cultivated strong relationships with patients, enhancing customer service and retention through effective communication strategies.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized office space utilization, leading to more efficient and productive work environment.
Dental Assistant
Roland R Bryan DMD
Manchester, NH
04.2006 - 04.2016
- Assisted in patient management and comfort during dental procedures.
- Prepared and sterilized dental instruments according to infection control protocols.
- Educated patients on oral hygiene practices and post-treatment care.
- Maintained accurate patient records using electronic health record systems.
- Collaborated with dentists to develop treatment plans tailored to patient needs.
- Monitored inventory levels of dental supplies and ordered as necessary.
- Trained new staff on office procedures and best practices for patient care.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
Front Desk Receptionist
Luba Richter DMD
Concord, NH
01.2001 - 12.2004
- Managed appointment scheduling and maintained efficient patient flow in a busy dental practice.
- Provided exceptional customer service, addressing patient inquiries and concerns effectively.
- Coordinated office communications between patients and clinical staff to enhance workflow efficiency.
- Implemented electronic health record management practices, improving data retrieval and accuracy.
- Streamlined check-in and check-out processes, reducing wait times for patients significantly.
- Collaborated with dental team to optimize scheduling, enhancing overall patient satisfaction rates.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
Orthodontic Dental Assistant
Kambiz Moin DMD
Manchester, NH
08.1999 - 12.2000
- Assisted in patient care by preparing treatment rooms and sterilizing instruments.
- Supported orthodontic procedures by effectively managing patient records and appointments.
- Collaborated with dental team to ensure seamless workflow during patient treatments.
- Educated patients on oral hygiene practices and post-treatment care instructions.
- Assisted orthodontists in performing complex treatments, ensuring precise execution of tasks and high-quality results.
- Prepared dental equipment and materials for orthodontic procedures, ensuring optimal readiness for efficient appointments.
- Educated patients on proper oral hygiene practices to maintain healthy teeth during orthodontic treatment phases.
Dental Assistant
Michael J Sparks DMD
Manchester, NH
09.1996 - 08.1999
- Implemented process improvements to enhance workflow efficiency in the clinic.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
Education
Associate of Science - Dental Assistant
NHTI
Concord NH05-1996
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Microsoft Excel
- Complaint handling
- Call center experience
- Complaint resolution
- Payment processing
- Client relations
- Scheduling
- Customer education
Timeline
Customer Service Representative
Northeast Delta Dental
06.2024 - Current
Office Manager
Roland R Bryan DMD
04.2016 - 05.2024
Dental Assistant
Roland R Bryan DMD
04.2006 - 04.2016
Front Desk Receptionist
Luba Richter DMD
01.2001 - 12.2004
Orthodontic Dental Assistant
Kambiz Moin DMD
08.1999 - 12.2000
Dental Assistant
Michael J Sparks DMD
09.1996 - 08.1999
Associate of Science - Dental Assistant
NHTI