Ada Ndunaga

Key Responsibilities and Achievements:

• Managed daily appointment scheduling, reducing patient no-show rates by 20% through timely reminders and follow-ups.
• Provided real-time patient
  support via phone, email, and chat, achieving a 95% patient satisfaction rating.
• Assisted in insurance verification and claims processing, improving claim approval efficiency by 30%.
• Coordinated with patients to discuss treatment plans and payment options, ensuring 100% cost transparency before appointments.
• Followed up with patients to encourage treatment plan completion, increasing retention rates by 25%.
• Maintained accurate patient records in the clinic’s CRM system, improving data accuracy by 40%.
• Collaborated with the dental team to streamline workflows, boosting operational efficiency by 15%.
• Responded to patient inquiries and resolved concerns promptly, leading to a 30% reduction in escalated complaints.

Key Skills:

• Appointment Scheduling & Management – Efficiently booked, confirmed, and followed up on appointments.
• Patient Communication & Support – Provided professional and empathetic customer service.
• Insurance Verification & Claims Processing – Assisted with benefit verification and claim approvals.
• Dental Software Proficiency – Experienced with Dentrix, Open Dental, and Eaglesoft.
• Billing and Payment Coordination – Ensured transparency in cost discussions, and assisted with payment options.
• CRM & Record-Keeping Accuracy – Maintained detailed and organized patient records.
• Identified and implemented process improvements for efficiency.
• HIPAA Compliance – Maintained strict patient confidentiality and data protection standards.

• Answered an average of 50+ inbound calls per shift from disaster survivors with empathy and professionalism, ensuring timely support.
• Accurately gathered and entered 100% caller data into the Crisis Clean-Up database, reducing errors, and improving response efficiency.
• Provided critical resource information to over 80% of callers, helping them access food, shelter, and medical aid.
• Successfully directed 90% of eligible callers to the appropriate volunteer teams for direct assistance, improving case resolution rates.
• Maintained 100% confidentiality compliance, handling sensitive information with the utmost care and discretion.
• Collaborated with team leads and volunteers to streamline workflows, increasing response efficiency by 30%.
• Followed standardized scripts and guidelines, ensuring 95% consistency in responses and service delivery.
• Adhered to all organizational policies and procedures, achieving a zero policy violation record throughout employment.

• Scheduled and managed an average of 20+ weekly meetings for Educational Directors and Curriculum Directors, ensuring 95% attendance through timely follow-ups.
• Managed and coordinated Zoom meetings for Curriculum Spotlight Sessions, reducing scheduling conflicts by 30% through effective calendar management.
• Executed lead follow-ups, converting 25%+ of prospects into scheduled meetings, contributing to revenue growth.
• Conducted high-impact Zoom presentations, increasing prospect engagement rates by 40%.
• Handled 50+ outbound calls per day, successfully navigating gatekeepers to reach decision-makers, and improving lead conversion rates by 20%.
• Managed email correspondence and ensured a 100% response rate within 24 hours, enhancing client satisfaction.
• Conducted website research to identify and qualify new prospects, increasing lead pipeline efficiency by 35%.
• Provided multi-functional administrative support to senior leadership, executing projects on time and under budget, by resolving complex operational issues.
• Managed and organized digital files using Google Drive, Zoho CRM, and Microsoft Teams, improving document retrieval speed by 50%, and ensuring 100% data accuracy.
• Utilized Google Workspace, CloudTalk, Zoho CRM, Microsoft Teams, Calendly, Google Sheets, and Skype to streamline workflow and improve efficiency.

• Offered resolutions to de-escalate calls and solve customer issues.
• Explained technical concepts in simple terms that customers could understand easily.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Monitored system performance metrics such as average speed of answer, abandonment rate.
• Utilized job-related software to prepare change of address records and issue service discontinuance orders.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Updated system with order specifics and customer details, preferences, and billing information.
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

• Managed 100+ daily customer inquiries via email, live chat, and phone, achieving a 98% customer satisfaction rating.
• Processed 50+ orders per day, ensuring 100% accuracy in order fulfillment, invoicing, and tracking updates.
• Resolved customer complaints and refund requests, reducing chargebacks by 30% through proactive issue resolution.
• Monitored and updated product listings across Shopify, WooCommerce, and Amazon, improving product visibility by 25%.
• Handled returns and exchanges, ensuring a smooth resolution process that increased customer retention by 20%.
• Optimized customer service workflows using tools like Zendesk, Gorgias, Freshdesk, and HubSpot, cutting response time by 40%.
• Managed inventory tracking and restocking coordination, reducing out-of-stock incidents by 35%.
• Created and scheduled promotional email campaigns via Klaviyo and Mailchimp, increasing sales by 15%.
• Conducted competitor and market research, identifying trends that improved product recommendations, and boosted revenue.
• Maintained and organized digital files, ensuring 100% data accuracy using Google Drive, Dropbox, and Excel.
• Customer Support & Order Management – Live chat, email, and phone support.
• E-commerce Platforms – Shopify, WooCommerce, and Amazon Seller Central.