Customer Service Management

B

Success-driven Performance Specialist with ** years of leadership and training experience. Demonstrated record of accomplishment with success in improving productivity through the creation and implementation of effective training programs.

Core Competencies

Training and Development

Curriculum Implementation

Reporting and Analysis

Program/Project Management

Budget and Forecasting

Organizational Management

Conflict Resolution

Metrics/Performance Indicators

Policy and Procedures

Success motivating, coaching and developing staff into individual performers and cohesive team members

Detail-oriented and resourceful in completing projects, with an ability to effectively multi-task

Communicates complex information in a manner that leads to performance beyond expectations

Solid experience in analyzing and evaluating performance management and training methods

Professional Experience

DentalOne Partners, Plano, TX 02/2017 – Present

Contract Employee

Positions Held: Dentrix Trainer

Work Overview:

Work in conjunction with Operations to ensure all team members are able to apply skills in practice management software, Dentrix. Utilized training through webinars, LMS as well as classroom training.

Heartland Dental / MyDentist, Inc., Oklahoma City, OK 03/2012 – 2/2017

December 2013 MyDentist affiliated with Heartland Dental

Positions Held: Practice Administrator Corporate Trainer Quality & Compliance Manager

Human Resources Generalist Office Manager

Work Overview:

Responsible for the overall direction, coordination, and operational execution, including staff management and training, treatment coordinating and presentation, patient communications and financial arrangements

Facilitate training to new hires and help them master 30, 60, 90, 120 day’s objectives, and enforce the timely completion of performance reviews, feedback, and employee development plans

Conduct benchmarks, annual evaluations, internal reviews, and audits, implemented and conducted training programs and strategies to ensure growth plans and objectives

Serve as HR Generalist for 850 employees in five states - partnered with Regional Recruiters to select exceptional team members and conduct interviews and observations

Key Accomplishments:

oIncreased profitability from 2.7% to 20% in less than 60 days

oExceeded expectations by managing budget plans to help contribute to maximizing profitability for a $1.5 million per year practice

ATI Career Training Center, Oklahoma City, OK 04/2010 – 03/2012

Company closed for business

Positions Held: Career Development Coach Instructor, ATB Advisor, and PX2 Facilitator

Becky Carrick *****.*******@*****.*** Page 2

Work Overview:

Assisted the students with resume preparation, job search/research, and interviewing techniques, planned and participated in school events (i.e. orientations, job fairs, program advisory meetings, and graduation)

Presented lectures and opportunities for hands-on demonstration, coached and advised students who have not completed their GED by helping them set goals

Key Accomplishments:

oAccomplished placing eight graduates in one week

oSucceeded in exceeding student retention standards

CIGNA Healthcare (Richmond, VA & Irving, TX) 01/2001 – 09/2009

Positions Held: Service Specialist Pre-Sales Coordinator

Work Overview:

Trained and informed members and customers about CIGNA’s products and services, coordinated enrollment meetings and orientations

Generated financial, operational, and competitive analysis reports ensuring the team’s products/services met customer needs and expectations

Key Accomplishments:

oRecognized with the “Circle of Excellence Award” for outstanding performance in creating and delivering high-impact, on-site presentations

oDeveloped wellness programs for 86% of personal book of business within five months, surpassing the goal of 75% set in place by management

Volunteer Experience:

Zac's Ridge (sosinc.org) 03/2015 – Present

A non-profit, 501(c)3, dedicated to helping others identify what is holding them back by providing proven tools to convert negatives behaviors to positive life change

Creating Intimacy and Respect (creatingintimacyandrespect.com) 05/2011 – Present

Provide facilitation for small groups to help them discover tools and skills on how to strengthen their communication and resolve conflicts respectfully

Education:

Averett University, Danville, VA LeTourneau University, Longview, TX

Masters of Business Administration Bachelor of Business Management

(Graduated with Honors)

Training:

Work-Related Training: Facilitator/Instructor: Personal/Professional Training:

Heartland Systems Introductory to Business Pathways Lifestyle Management

Leadership 101 Law & Ethics The Road Adventure

Train the Trainer Accounting Spiritual

Advanced Train the Trainer Communications Step Beyond

Bell Leadership Training Power of One Chazown

Business of Dentistry

Membership:

American Business Women’s Association (ABWA)

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