DEAUNNA ROBERTS
Denver
Summary
With over 9 years of diversified experience, this professional has excelled in roles ranging from CSR/Dispatcher to Patient Access Specialist and Sales Ambassador Supervisor. Demonstrating exceptional skills in customer service, problem-solving, and organizational tasks, complemented by a strong ability to manage shifts and lead projects. Career is marked by a commitment to maintaining high standards of accuracy in customer and service data management, alongside effective conflict resolution and team training capabilities. Eager to leverage these skills in a challenging environment, they are poised for further professional development.
Overview
11
11
years of professional experience
Work History
Dispatch/inside Sales
Tuscan Electric Heating and Plumbing
Englewood, CO
05.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Manage dispatch scheduling and route coordination to improve technician productivity and customer satisfactionMaintain real-time communication with technicians to adjust schedules and resolve service delaysGenerate revenue through inside sales, customer follow-up, and closing service opportunitiesAssist customers with financing options and support them through the approval processCoordinate between customers, drivers, and field staff to ensure smooth service executionResponded to customer inquiries quickly and professionally to maintain customer satisfaction.
Dispatcher
Mighty plumbing Heating Air Electric
Denver, CO
05.2024 - Current
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Developed strategies for improving efficiency within the dispatch department.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Participated in team meetings discussing changes in procedures or processes.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Assigned drivers to appropriate routes based on customer needs.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Provided guidance to drivers regarding routes, traffic conditions, and other related issues.
- Coordinated with other departments to ensure smooth flow of operations.
- Trained new staff on the use of dispatching software and systems.
- Assigned right tech to right call based on skill sets.
CSR/Dispatcher
Absolute Heating And Air Services
Commerce City, CO
02.2023 - Current
- Maintains the service technician, plumber and electrician schedules and dispatches electricians as service calls are completed.
- Schedules technician, plumber or electrician return trips with customers to complete jobs after arrival of parts.
- Maintains on-call schedule for service electrician and after-hours service procedures.
- Enters service calls, schedules calls, and generates call debriefing with electricians daily.
- Maintains customer database, ensuring complete, accurate, and updated entry of information.
- Responds to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
- Responds to electrician requests both by online and phone.
- Follows up and schedules preventative maintenance service appointments.
- Reviews completed service work orders for accuracy.
- Prepares invoices and timecards for processing.
- Participates in all company-sponsored training classes.
- Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
- Always maintains a professional image by:
- Following safety policies and procedures.
- Abiding by ALL standards of performance and code of ethics.
- Maintaining a courteous demeanor with all customers and associates.
- Answers phones and emails, schedules and confirms appointments, and inputs customer data into company systems.
- Organizes workflow and appointment by reading and routing correspondence, collecting customer information, and managing assignments.
- Manages department schedule by maintaining calendars for department personnel.
- Keeps equipment operational by following manufacturer instructions and established procedures.
- Secures information by completing database backups.
- Provides historical reference by utilizing filing and retrieval systems.
- Contributes to team effort by accomplishing related results as needed.
Patient Access Specialist
Zynex Medical
Englewood, CO
12.2021 - Current
- Provided exceptional customer service to our members.
- Provided benefit education regarding eligibility, and services.
- Answering the phone to address patient inquiries and scheduling appointments Documenting insurance information, personal information, payment methods and other important patient information Received and worked with incoming eligibility from a variety of sources to include paper, tape, or internet enrollment applications.
- Maintained detailed tracking of each function within the enrollment and disenrollment process including correspondence and the issuance and accuracy of member ID cards.
- Assisted in getting the company through its open enrollment period.
- Performed general office duties, such as typing and operating office machines.
- Sorted or classified information according to content, purpose, and user criteria.
- Determined how and where information should be filed.
- Demonstrated strong attention to detail.
- Displayed excellent customer service skills.
- Communicated verbally and in writing with members, CMS, physicians, MedImpact, third parties, and other departments as required to facilitate the enrollment and disenrollment processes.
- Ensured compliance with HIPPA statutes and policies.
- Developed and managed procedures and systems to respond to issues to a successful resolution for members while maintaining Humana core values.
- Managed self and built relationships effectively to produce a productively work environment.
- Able to achieve results and take the initiative to help others.
- Composed letters, make phone calls, and additional correspondences.
Sales Ambassador Supervisor
Al Clear
Denver, CO
01.2019 - 12.2021
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Trained and mentored new sales representatives.
- Determined problem areas and resolved issues related to profitability and business objective achievement.
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
- Maintained professional, organized and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
Passenger Service Agent
Menzies Aviation
Denver, CO
01.2017 - 12.2018
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Monitored security and maintained operational protocols.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Announced flight status updates and information about gate changes over PA system.
Crew shift lead
Baskin
01.2016 - 01.2017
- Oversaw ticketing, gate and ramp services.
- Supervised team members and oversaw effective and efficient completion of job duties.
- Quickly and efficiently resolved complaints and escalated issues.
- Distributed necessary tasks and duties during each shift.
- Educated crew workers on quality standards throughout construction process.
- Facilitated disciplinary action when necessary.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Exceeded goals through effective task prioritization and great work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained excellent attendance record, consistently arriving to work on time.
Customer Service Cashier
Walmart
Aurora, CO
04.2015 - 11.2015
- Improved operations through consistent hard work.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Redeemed coupons to discount purchases.
- Referred to price sheets and special sale bulletins to enter price changes.
- Operated cash register to record transactions accurately and efficiently.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
High School Diploma - undefined
Eaglecrest High School
Centennial, COSkills
- Employee orientation
- Supervising experience
- Shift management
- Organizational skills
- Construction
- Staff Training
- Lead prospecting
- Customer Relations
- Product promotions
- Sales expertise
- Problem solving strength
- Performance improvement
- Strategic planning
- Policies and procedures
- Project planning
- Customer relations and Communications
- Workflow planning
Accomplishments
- Customer service
- Product management
- Cashiering
Timeline
Dispatch/inside Sales
Tuscan Electric Heating and Plumbing
05.2025 - Current
Dispatcher
Mighty plumbing Heating Air Electric
05.2024 - Current
CSR/Dispatcher
Absolute Heating And Air Services
02.2023 - Current
Patient Access Specialist
Zynex Medical
12.2021 - Current
Sales Ambassador Supervisor
Al Clear
01.2019 - 12.2021
Passenger Service Agent
Menzies Aviation
01.2017 - 12.2018
Crew shift lead
Baskin
01.2016 - 01.2017
Customer Service Cashier
Walmart
04.2015 - 11.2015
High School Diploma - undefined
Eaglecrest High School