Summary
Overview
Work History
Education
Skills
Office Skills
Soft Skills Training
References
Work Availability
Work Preference
Timeline
Generic

Deana Lemos

Lakewood,CO

Summary

To obtain a position at 911 Dispatch Academy assisting in delivering quality customer service to all incoming and internal system calls. To maintain a commitment to honesty, integrity and high levels of efficiency managing the desk, phone calls, and any other inquiries that may arise. Will do my best in utilizing specialized knowledge, compassion, and friendliness to provide an excellent customer service experience. Can bring to this company enthusiasm and professionalism, and willingness to always learn new things.

Overview

25
25
years of professional experience
1
1
Language

Work History

Response Team/Event Staff

Argus Event Staffing
09.2022 - Current
  • Verbal de-escalation
  • NRCT Tier 1/Tier 2
  • Security Guard training/Guard Card/CBI
  • Liability/documentation training
  • CPR/First aide
  • Excellent customer service
  • Ticket taking/ticket resolutions
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team settings, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Manager/Team Member

Cinemark Theaters
12.2021 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Promoted a culture of continuous learning within the team by initiating training sessions, sharing best practices, and encouraging skill development.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Operated register to process payments and collect cash payment for order totals.
  • Assisted with inventory counts and stocking of merchandise.
  • Monitored and verified all merchandise was properly priced and labeled.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

CUSTOMER SERVICE REP II (contact center) & SAFETY REP.

CITY OF Fort Collins UTILITIES
04.2017 - 06.2021
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Participated in monthly safety meetings to keep my department/building up to date

CNA, MEDICAL RECEPTIONIST, MEDICAL ABSTRACTOR,CALL CENTER

ASSOCIATES IN FAMILY MEDICINE
09.2014 - 03.2017
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Collaborated with management to improve internal processes and procedures for better workflow optimization.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Maintained confidentiality of information regarding clients and company.
  • Answered central telephone system and directed calls accordingly.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.

CARETAKER

HOUSING CATALYST
08.2013 - 06.2020
  • Improved resident satisfaction by promptly addressing maintenance requests and ensuring a clean living environment.

CNA

EVERGREEN HOME HEALTH CARE
02.2013 - 10.2013
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
  • CPR/First Aide/AED

CNA/WARD CLERK

UNIVERSITY OF COLORADO HEALTH
06.2008 - 11.2012
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
  • Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Documented patient information and care activities in electronic health record.

CNA/PRECEPTOR

COLUMBINE HEALTH SYSTEMS
03.2007 - 06.2008
  • Influenced positive patient outcomes by emphasizing the importance of empathy, compassion, and active listening in daily caregiving tasks.
  • Improved patient care by providing comprehensive training to new CNAs on clinical procedures and best practices.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Documented patient information and care activities in electronic health record.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.

MANAGER/CUSTOMER SERVICE REP

VALERO ENERGY CO.
12.2002 - 10.2007
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Managed and motivated employees to be productive and engaged in work.
  • ordering, scheduling, hiring, training

CUSTOMER SERVICE REP

SHELLEY FUEL CO.
09.1999 - 10.2001
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Applied payments to customer accounts
  • Scheduled deliveries
  • Set up new custmers

Education

CNA-(certified nursing assistant) -

COLUMBINE Health Systems
03.2007

High School Diploma - General Studies

Brewster High School
05.1999

Skills

  • Experience in Management/Customer Service/ Cashier/ Patient Care / Medical Receptionist/ Contact Center
  • Professional office skills (phone, computer, filling, scheduling, billing)
  • Ability to use financial and word processing software
  • Knowledge of data entry and spreadsheet development
  • Ability to read, analyze, and interpret policies and procedures, safety and technical procedures, or government regulations
  • Provided patient care for a wide range of ages from pediatric to geriatrics
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and public orally or written
  • Ability to handle confidential information
  • Specific knowledge of department related city ordinance, policies, procedures, and regulations
  • Attention to detail/Great job ethic/Self starter
  • Highly efficient in time management and organization
  • Extensive public contact experience
  • Payroll/ordering new products/ supply inventory
  • Creating new profiles for new customers/patients
  • Training new Employees/Assisting in orientation
  • Daily paperwork for beginning and ending of shifts
  • Ability to multi-task while maintaining a high level of excellent customer service
  • Ability to follow policies and procedures and to ensure standards of care
  • Work well with diversity of professional, staff, co-workers, and patients
  • Able to execute inbound and outbound call center activity concerning business/products/services
  • Good positive attitude with team player way of thinking
  • Ability to respond effectively to difficult or stressful situations with empathy

Office Skills

Certified

Soft Skills Training

LARIMER COUNTY WORKFORCE CENTER

References

  • Collin Anderson (Argus manager) 720-296-1411
  • Tessa Isaac (Argus supervisor) 720-935-5155
  • Sarah Parker (Cinemark general manager) 720-369-6309

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart Time

Work Location

On-Site

Important To Me

Work-life balanceCareer advancementPaid sick leavePaid time off401k matchCompany CultureTeam Building / Company RetreatsFlexible work hours

Timeline

Response Team/Event Staff

Argus Event Staffing
09.2022 - Current

Manager/Team Member

Cinemark Theaters
12.2021 - Current

CUSTOMER SERVICE REP II (contact center) & SAFETY REP.

CITY OF Fort Collins UTILITIES
04.2017 - 06.2021

CNA, MEDICAL RECEPTIONIST, MEDICAL ABSTRACTOR,CALL CENTER

ASSOCIATES IN FAMILY MEDICINE
09.2014 - 03.2017

CARETAKER

HOUSING CATALYST
08.2013 - 06.2020

CNA

EVERGREEN HOME HEALTH CARE
02.2013 - 10.2013

CNA/WARD CLERK

UNIVERSITY OF COLORADO HEALTH
06.2008 - 11.2012

CNA/PRECEPTOR

COLUMBINE HEALTH SYSTEMS
03.2007 - 06.2008

MANAGER/CUSTOMER SERVICE REP

VALERO ENERGY CO.
12.2002 - 10.2007

CUSTOMER SERVICE REP

SHELLEY FUEL CO.
09.1999 - 10.2001

CNA-(certified nursing assistant) -

COLUMBINE Health Systems

High School Diploma - General Studies

Brewster High School

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Deana Lemos