Dalicia Harley
North
Summary
Experienced customer service professional with a strong ability in service delivery and multitasking. Committed to building professional relationships to drive profitability and achieve business objectives. Specializes in decontaminating and sterilizing medical instruments with exceptional organizational and planning skills. Positive, team-oriented leader with expertise in operational management and conflict resolution, fostering collaboration for impactful results in changing business environments. Reliable, communicative, and skilled at creating productive work environments through strategic planning and process optimization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Supervisor
Allied Universal Security Services
08.2024 - 03.2025
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Responded quickly to incidents and assessed active situations for security concerns.
- Underwent and maintained firearms certification in compliance with state laws and organizational standards.
- Performed hourly patrols of building areas, parking lots and facility grounds.
- Demonstrated sound judgment under pressure when making critical decisions regarding site safety and threat mitigation measures.
- Cooperated with security personnel and law enforcement to share information and coordinate responses to security incidents.
- Responded decisively to emergency situations with effective crisis management tactics, mitigating potential harm or damage.
Patient Access Representative
MMC Group
09.2023 - 05.2024
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Verified patient insurance eligibility and entered patient information into system.
- Completed assessment, admission and insurance paperwork and data entry for clients to start treatment promptly.
Sterile Processing Technician
Lexington Medical Center
07.2023 - 09.2023
- Wrapped trays, instrument packs, and sets.
- Maintained clean and organized sterile processing areas to prevent contamination of instruments and equipment.
- Decontaminated surgical instruments to remove bacteria and other contaminants before sterilization.
- Followed OSHA, FDA and AAMI guidelines related to sterilization in compliance with administrative regulations.
- Picked instruments and supplies for surgeries.
- Verified and maintained proper documents and records for sterilization.
- Collaborated with medical staff to confirm availability of medical equipment for patient care.
- Provided support to medical staff in resolving medical equipment problems.
Customer Service Representative
Maximus
01.2020 - 10.2020
- Assisted approximately 100 customers each day with Service questions.
- Answered customer questions and addressed concerns, resulting in reduction in complaint calls.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Worked with managers to develop service improvement initiatives.
- Answered 100+ inbound calls per day and directed to designated individuals or departments.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Sales and Technician
Experimac
02.2017 - 12.2019
- Greeted customers in a timely fashion while quickly determining their needs.
- Recommended merchandise to customers based on their needs and preferences.
- Wrote sales slips and sales contracts.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Built relationships with customers to increase likelihood of repeat business.
- Installed software and operating systems on many company computers.
- Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
- Resolved virus and malware issues with a 85% success rate.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Contributed to event marketing, sales and brand promotion.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Set and achieved company defined sales goals.
- Maintained current knowledge of evolving changes in marketplace.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Negotiated prices, terms of sales and service agreements.
Team Lead Sales Associate
Metro PCS
08.2016 - 02.2017
- Operated a cash register for cash, check and credit card transactions with 100% accuracy.
- Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
- Followed merchandising guidelines to present visually appealing displays.
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Assessed, optimized and elevated operations to target current and expected demands.
- Facilitated on-site staff training and developed processes and procedures to increase accuracy.
- Met with each associate to establish realistic monthly sales goals
- Recruited, hired and trained new employees, including monitoring and review of individual performance.
- Trained, coached, and mentored new sales associates for maximum performance.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Achieved or exceeded company-defined sales quotas.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Attended monthly sales meetings and quarterly sales trainings.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Sales Associate
Citi Trends
05.2016 - 12.2016
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Set and achieved company defined sales goals.
- Recommended merchandise to customers based on their needs and preferences.
- Completed all cleaning, stocking and organizing tasks in assigned sales area.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Contacted other store locations to determine merchandise availability.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
stower
Amazon
05.2015 - 11.2015
- Completed all cleaning, stocking and organizing tasks in assigned area.
- Safely stacked items to maximize space within acceptable safety limits.
- Stayed accountable for storage and organization of warehouse merchandise.
- Maintained safety and efficiency to maximize overall productivity and increase stowing rates by 35%.
- Sorted over 100 products onto shelves according to type, weight, and size.
cashier
McDonald's
06.2012 - 08.2014
- Completed all cleaning, stocking and organizing tasks in assigned area.
- Built relationships with customers to increase likelihood of repeat business.
- Engaged with customers in a sincere and friendly manner.
- Contacted other store locations to determine merchandise availability.
- Maintained knowledge of current sales and promotions.
- Greeted customers in a timely fashion while quickly determining their needs.
- Smoothly processed incoming orders, handling over 100 transactions per day with exceptional accuracy.
- Learned roles of other departments to provide coverage and keep store operational.
- Trained new team members in cash register operation, stock procedures and customer service.
- Trained new employees in cashiering procedures, offering assistance in resolving issues.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed cash, card and check transactions to complete customer purchases.
Education
Certificate - Clinical Massage Therapy
Midlands Technical College
West Columbia, SC07-2025
Some College (No Degree) - Nursing
University of South Carolina - Beaufort
High School Diploma -
North Middle High School
2014
Skills
- Sales proficiency
- Experience with POS software implementation
- Computer hardware repair
- Formatting expertise
- Quality assurance methodologies
- Experienced with tech solutions
- Telephone communication skills
- Telecommunications support expertise
- Data-driven product suggestions
- Effective team leadership
Certification
- Licensed Massage Therapist
Timeline
Supervisor
Allied Universal Security Services
08.2024 - 03.2025
Patient Access Representative
MMC Group
09.2023 - 05.2024
Sterile Processing Technician
Lexington Medical Center
07.2023 - 09.2023
Customer Service Representative
Maximus
01.2020 - 10.2020
Sales and Technician
Experimac
02.2017 - 12.2019
Team Lead Sales Associate
Metro PCS
08.2016 - 02.2017
Sales Associate
Citi Trends
05.2016 - 12.2016
stower
Amazon
05.2015 - 11.2015
cashier
McDonald's
06.2012 - 08.2014
Some College (No Degree) - Nursing
University of South Carolina - Beaufort
High School Diploma -
North Middle High School
Certificate - Clinical Massage Therapy
Midlands Technical College
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