Dawn Mertz Email and Phone Number

• Oversaw daily activities and supervised a team of customer service managers and associates • Complete the cash and sales reports daily, as well as, the weekly recap. • Prepared all bank deposits and record all data appropriately, and verify all returned bank slips.• Responsible for verifying tills for cashiers at the beginning and the end of each shift, as well as, breaks and lunches• Uphold the achievement and maintenance of agreed customer service levels and standards• Completed weekly schedule for 25+ employees• Solved customer problems / queries, to ensure customer satisfaction• Implement new front end procedures when needed• Answer, Screen and route telephone inquiries - including in bound and out bound calls• Maryland Lottery system, Cash register, Refunds, Exchanges, Store write off’s, Western Union money orders an wire transfers

• Answering phones, messages, faxes, e-mails and paging systems• Appointments/Scheduling • Medical records management : filing, preparing charts, charting, • Health insurance forms• Blood pressure, Height, Weight, Temperature• Injections, Phlebotomy, EKG’s, Urinalysis and Charting