Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christine Dogan

Philadelphia,PA

Summary

Dynamic Advocate Escalations Specialist at Cash App with a proven track record in resolving complex customer issues and enhancing satisfaction. Over a decade of total experience in different environments revolving around customer service as a reliable professional. Skilled in multitasking and strong decision-making, I effectively analyze problems and implement solutions, driving process improvements while maintaining calm composure under pressure. Committed to fostering collaboration across teams for optimal outcomes.

Overview

13
13
years of professional experience

Work History

Advocate Escalations Specialist

Cash App
Philadelphia, PA
11.2023 - Current
  • Act as a liaison between customers and internal teams to address and resolve escalated issues promptly.
  • Analyze and troubleshoot complex problems, providing effective solutions while maintaining customer satisfaction.
  • Work closely with teams like Risk, Compliance, Engineering, Legal, and Product to resolve complex cases and escalate systemic issues internally when necessary.
  • Serve as a resource for front-line agents, offering feedback, coaching tips, or best practices when appropriate to help reduce unnecessary escalations.

Customer Success Advocate

Cash App
Philadelphia, PA
06.2022 - 11.2023
  • Collaborate with members of other teams to root out answers and be a resource to teammates
  • Recognize errors and draft improvements to content in the external Support Center and internal documentation
  • Effectively solve customer inquiries via in-app chat/messaging and email using a CRM tool
  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products

Patient Service Associate

Penn Medicine
Philadelphia, PA
04.2019 - 05.2022
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Accessed patient information through a variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.

Wellness Ambassador

Rite Aid
Philadelphia, PA
04.2017 - 01.2020
  • Increased customer satisfaction, loyalty and utilization of pharmacy and clinical services by effectively promoting and selling services provided by Rite Aid.
  • Performed business to business and community outreach activities including immunization outreach.
  • Wrote and edited high-quality content and visually impactful programs under deadline pressure with an exciting, captivating and authentic approach.
  • Customized brand message to reach and capture target audience interest and drive engagement.

Shift Supervisor

Jay's Deli
Philadelphia, Pa
04.2012 - 04.2019
  • Utilize excellent communication skills in order to assist customers by providing compassion and empathy.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills to ensure establishment standards of quality are maintained.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Pharmacy Technician

Rite Aid
Philadelphia, PA
02.2014 - 03.2017
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
  • Resolved non-routine issues like third-party billing, computer system and customer service issues.
  • Communicated with patients to collect information about prescriptions and medical conditions and arrange consultations with pharmacists.
  • Verified patients' identities at pickup to prevent sale of wrong medications.

Education

Associate of Science - Chemistry

Community College of Philadelphia
2021

High School Diploma -

Edward W. Bok Technical School
2013

Skills

  • Issue resolution
  • Multitasking and Prioritization
  • Strong Decision-Making
  • Adaptability
  • Interpersonal Savvy
  • Data Entry and Maintenance
  • Calm Composure and Effective Under Pressure
  • Dealing with Paradox

Timeline

Advocate Escalations Specialist

Cash App
11.2023 - Current

Customer Success Advocate

Cash App
06.2022 - 11.2023

Patient Service Associate

Penn Medicine
04.2019 - 05.2022

Wellness Ambassador

Rite Aid
04.2017 - 01.2020

Pharmacy Technician

Rite Aid
02.2014 - 03.2017

Shift Supervisor

Jay's Deli
04.2012 - 04.2019

Associate of Science - Chemistry

Community College of Philadelphia

High School Diploma -

Edward W. Bok Technical School

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