Dawn Colon
Mt. Laurel
Summary
Claims examiner with strong abilities for problem solving while focusing on quality and customer experience. Action oriented with leadership and relationship-building skills work effectively both as a team member and individually, proficient with technology, and excellent skills in multi-tasking and relating to individuals at all levels, Strong intention for Quality compliance in all regulated environments.
Overview
19
19
years of professional experience
Work History
Medical Disability Examiner /Vocational Program Specialist
State of Florida Department of Disability Determination
04.2020 - Current
- Review Disability Claims from Social Security’s Pool of disability requests
- Obtain medical records from a wide variety of sources
- Read and interpret medical documents
- Multi-platform web applications including AS400, Policy.net, Outlook, WHAT, Occubrowse, Skype, Train and SSA.GOV
- Contact Claimants and initiate medical exams
- Process and obtain questionnaires from clients
- Review claimants work history and determine work capability for social security benefits
- Print, mail and fax medical record requests
- Works efficiently without guidance
- Currently Teleworking from home
- Manage Claims Queue
- Critical thinking
- Problem solve
- Maintain metrics in QA, 94% or above
- Mean Processing manage workload of cases
- Cost effectiveness medical costs 5% below state adjustor average
- Evaluated medical records to determine eligibility for disability benefits.
- Analyzed case files to assess applicants' qualifications for disability claims.
Customer Resolutions Team / Fraud and Disputes Supervisor -Sr. Fraud Specialist
CAPITAL ONE FINANCIAL
09.2006 - 08.2019
- Assist agents with help desk questions via inbound que, maintain individual metrics, take over escalated call for customers, resolve fraud disputes and fraud claims, team player, multitasking web systems and programs
- Problem solve
- Critical thinking
- Fraud and Disputes Specialist
- Efficient in multi-platform systems
- Improved team efficiency by coordinating daily operations and addressing issues promptly.
- Supervised staff to ensure adherence to company policies and procedures.
HV- Elite- Sr Customer Service Representative
CAPITAL ONE FINANCIAL
06.2017 - 07.2018
- Patience and understanding for resolving customer complaints, problem solving, usage of multi-platform web systems, process disputes and clear low level fraud concerns
CAAT – SR Frontline Specialist
CAPITAL ONE FINANCIAL
01.2015 - 06.2017
- HVS-Assist agents on Chaat tool, maintain individual metrics, review call for escalated issues using NICE programs, Multitasking web systems and programs for rewards fulfilment
- Escalated call supervisor for Hvs, Cbss, Pco-(phone channel onboarding), Spark Business, Swap customers
- Manage Chaat tool at command center for HVS, Swap my card and Estates business lines
- Agent Coaching
- Escalated call Supervisor
- Utilize nice program for call review
- Multitask web based programs efficiently
- Manage chaat tool/ make real time adjustments based on staffing needs
Front Line Manager
CAPITAL ONE FINANCIAL
12.2012 - 12.2014
- Manage team of 15-20 associates for Tampa Core Services work group
- Provide coaching and feedback to associates based on quality performance
- Prepare and deliver performance sessions reviews of monthly metrics and annual reviews
- Review time cards, perform weekly team meeting delivering necessary training material, and support team morale by engaging team in fun events and contests
- Demonstrate excellent customer service skills, communication and organization, proper decision-making, analytical and multitasking skills
- Team Development/ Morale Engagement
- Agent Coaching/Quality Management
- Communications of training material to management and associates
- Manage staffing/schedule lines
- Monitor call center metrics /Adhere and manage department policies and procedures
- Developed and implemented strategies to improve customer service and increase sales.
- Coordinated resource planning efforts to ensure adequate staffing levels during peak periods without sacrificing quality or efficiency standards in operations management tasks.
- Drove process improvements by analyzing key performance metrics regularly and adjusting strategies accordingly.
Floor Supervisor
CAPITAL ONE FINANCIAL
03.2011 - 11.2012
- Supervise and coach 10 or more collection agents for Loss Mitigation dialer work group
- Established rapport with agents, and management team to improve overall collections effectiveness
- Scored and documented quality calls for agents in manager’s absence
- Temporarily managed team of fifteen or more agents for several months with outstanding results, and maintained schedules
- Interface with agents and managers by facilitating team meetings, morale boosting contests and supervisor coaching lists
- Coached agents to improve on adherence and stream goals
- Provided Team Management during Managers absence
- Created Supervisor Coaching Lists, Facilitated Supervisor Pull-Ups
- Manage ISAR’s (Agent monitoring System), Created on phone Dialing Schedules for agents
- Adjust Agents on Dialer when necessary for Real Time Lends on Dialer
- Agent Coaching, Contest Planning, Developed Coaching Aids for agents
Sr. Risk Associate, Account Ownership COF
CAPITAL ONE FINANCIAL
07.2010 - 03.2011
- Maintained Manual dialing queue between 150-200 accounts successfully each month finishing in top 5% of my peers
- Completed skip work on accounts when necessary
- Coached several associates on improving metrics, Team lead and go to person
- Provided morale and contest support to collections floor
- Ability to work multiple software systems simultaneously paying attention to detail and efficiency
Clerk III Repossession Agent
COAF
10.2008 - 07.2010
- Responsible for Managing repossession queue at the end of the repossession collection cycle: servicing auto loans on accounts past 120 days past due, queue management, skip work, working multiple software systems, team partnering and peer coach
Risk Associate
COAF
09.2006 - 10.2008
- Responsible for maintaining manual dialing queue for auto loans between 60 and 90 days past due
- Performed skip work when necessary on auto loans to locate customers
- Serviced multiple accounts both inbound and outbound call queues
Education
B.A - Business Administration/Management
St. Leo University
01.2016
A. A. S. - Business Administration/ Management
Ivy Tech State College
01.2007
Skills
- Case assessment
- Medical documentation
- Decision making
- Claim analysis
Timeline
Medical Disability Examiner /Vocational Program Specialist
State of Florida Department of Disability Determination
04.2020 - Current
HV- Elite- Sr Customer Service Representative
CAPITAL ONE FINANCIAL
06.2017 - 07.2018
CAAT – SR Frontline Specialist
CAPITAL ONE FINANCIAL
01.2015 - 06.2017
Front Line Manager
CAPITAL ONE FINANCIAL
12.2012 - 12.2014
Floor Supervisor
CAPITAL ONE FINANCIAL
03.2011 - 11.2012
Sr. Risk Associate, Account Ownership COF
CAPITAL ONE FINANCIAL
07.2010 - 03.2011
Clerk III Repossession Agent
COAF
10.2008 - 07.2010
Customer Resolutions Team / Fraud and Disputes Supervisor -Sr. Fraud Specialist
CAPITAL ONE FINANCIAL
09.2006 - 08.2019
Risk Associate
COAF
09.2006 - 10.2008
A. A. S. - Business Administration/ Management
Ivy Tech State College
B.A - Business Administration/Management
St. Leo University
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