Shabonquel Dennis

Administrative Management

Address: Wildwood, FL 34785

Phone: 352-***-****

E-mail: ad2fex@r.postjobfree.com

A forward-thinking team leader is skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. A proactive and hardworking individual focused on continuous operational improvement.

Skills

Inbound and outbound calling

Sales expertise

Complaint resolution

Shipping procedures understanding

Medical office administration

Patient-focused care

Architectural knowledge

Auto CAD software proficiency

Hospice and palliative care

CPR, First-Aid, EKG

Schedule and calendar management

Document control

Medical terminology understanding

Maintains confidentiality.

Multitasking Abilities

Work History

Nov 2019 – Current Senior Assistant - Business Processor Gainwell Technologies LLC, Tallahassee, FL

40 Hours per week

Identified and resolved process issues to drive optimal workflow and business growth. Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes. Developed standard operating procedures and document workflows to drive current and future processes. Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards. Used data processing and statistical software to process large amounts of data and paperwork. Developed and managed employee schedules, balancing individual requests and requirements with business needs. Performed quality assurance checks to help the company create products and services that meet the needs, expectations, and requirements of customers. Performed data entry operations to update the database with customer responses. Assessed business processes and identified ways to boost improvement. Analyzed and assessed functional and organizational activities. Responded rapidly to market shifts to make changes to corporate processes. Evaluated the impact of process change on overall operation and determined return on investment. Prepared billing statements for patients and verified correct diagnostic coding.

Accurately handled data entry for over 100 clients into company-based software. Nov 2018 - Nov 2019 Customer Service Representative ATENA MEDICARE, Tallahassee, FL

40 Hours per week

Resolve product or service problems by clarifying customer's complaints. Open and maintain customer accounts by recording account information. Assists members with Billing and Benefit Medicare claims.

Process financial transactions to appropriate offices. Directs incoming and outgoing calls to management and staff. Manages incoming calls daily. Prepare products/services by collecting and analyzing customer information Identify and assess customer's needs to achieve satisfaction.

Resolve product or service problems by clarifying customer's complaints. Open and maintain customer accounts by recording account information. Assists members with Billing and Benefit's Medicare claims.

Process financial transactions to appropriate offices. Directs incoming and outgoing calls to management and staff. Manages incoming calls daily. Prepare products/services by collecting and analyzing customer information. Identify and assess customer's needs to achieve satisfaction.

Contacted clients to verify account information and maintain accuracy, resulting in a 15% increase in client satisfaction. Increased efficiency and team productivity by promoting operational best practices.

Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Nov 2017 - Aug 2018 Customer Service Associate II

Department Of Labor - Workman Compensations, Tallahassee, FL 40 Hours per week

Managed over 500 incoming calls monthly. Assisted providers and personnel with compensation claims for processing Acted as Team Lead in processing of claims. Build sustainable relationships through open and interactive communication. Utilize computer technology to handle high call volumes. Worked with various teams to ensure outstanding customer service Maintained and updated claimants' documentation as needed. Contributed ideas to resolve customers' problems while increasing productivity by 50%. Developed and actualized customer service initiatives to decrease wait times. Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders, and pricing needs. Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Aug 2015 – May 2016 Patient Care Technician

Lively Technical Center, Tallahassee, FL

40 Hours per week

Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements. Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals. Assembled admissions pages and added new pages to patients' charts. Assisted nursing staff with respiratory, cardiopulmonary, and physical therapies. Answered patient assistance calls, assessed needs, and offered qualified support. Collected and transported specimens to prepare for lab testing. Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care. Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment. Facilitated personal hygiene management, feeding, and ambulation. Provided care to patients throughout the lifespan with consideration of aging processes, human development stages, and culture.

Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery. Maintained best-in-class standards for individualized care in a 78-bed unit by continuously checking in with patients and families and quickly providing care.

Oct.2015 – Apr 2016 Home Health Aide

Hopewell, Tallahassee, FL

40 Hours per week

Offered patients and families emotional support and instruction in preparing healthy meals, independent living, and adaptation to disability or illness. Provided mobility assistance such as walking and regular exercising. Traveled to clients' homes to complete healthcare services and promote continuity of care. Completed entries in logbooks, journals, and care plans to accurately document and report patient progress. Administered medication as directed by a physician. Increased medication and medical terminology knowledge through research and continuing education. Assisted patients with dressing, grooming, and feeding needs, helping to overcome and adapt to mobility restrictions. Assisted disabled clients to support their independence and well-being. Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness. Reported unusual or urgent circumstances in patients' condition or environment immediately to the nurse supervisor. Constructed cognitively stimulating activities. Planned and implemented community outreach and events to provide health education about cancer, self-care, and preventive breast examinations. Acted as a resource for field staff, referral sources, physicians, patients, and families for clinical issues and concerns. Dec.2007 – Dec. 2014 Office Manager

ENZOR'S HAULING COMPANY, Tallahassee, FL

40 Hours per week

Established workflow processes, monitored daily productivity, and implemented modifications to improve the overall performance of personnel. Optimized organizational systems for payment collections, AP/AR, deposits, and record-keeping. Managed office operations while scheduling appointments for department managers. Sourced vendors for special project needs and negotiated contracts. Evaluated employee records and productivity and submitted evaluation reports. Updated reports, managed accounts, and generated reports for the company database. Coached new hires on company processes while managing employees to achieve maximum production. Compare vendor prices and negotiate for optimal savings. Oversaw work processes and performed quality control tasks to increase revenue and reduce production times. Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns. Developed standard operating procedures for all administrative employees. Supervised staff of 25 personnel by implementing company policies, protocols, work rules, and disciplinary action. Education

Certified Nursing Assistant: Phlebotomy

Lively Technical Center - Tallahassee, FL

Aug 2015 - May 2016

Associate of Science: Computer Drafting & Design

ITT Technical Institute - Tallahassee

Mar 2009 - May 2012

Cosmetology Certification: Cosmetology

Euro Hair Design - Tallahassee, FL

Aug 2002 - Jan 2003

Diploma

Havana Northside High School- Havana, FL

Aug 1990 – Aug 1993

Accomplishments

Used Microsoft Excel to develop inventory tracking spreadsheets. Supervised a team of 25 staff members.

Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Conflict Resolution - Responsible for handling customer account inquiries, and accurately providing information to ensure the resolution of product/service complaints and customer satisfaction.

Software, MS Office, Auto CAD

Google Drive Microsoft Excel Data Management

Reference upon Request

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