Dawn Dombroski
Plains
Summary
I have a proven track record in enhancing customer satisfaction and streamlining operations at Maseychik Associates, Inc. I am skilled in problem-solving and customer complaint resolution, demonstrated through cross-selling success and effective dispute management. Excelled in high-pressure environments, notably improving response times and service quality. Showcases strong interpersonal abilities and product knowledge, driving significant improvements in both customer service and revenue generation.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Service Associate/Insurance Agent
Maseychik Associates, Inc.
06.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Increased revenue by cross-selling and upselling products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Quote and write insurance policies (Auto, Home, Life, Commercial, Wedding, Boat, Motorcycle, and RV) based on customer's needs and best interests.
- Provided product and service recommendations to guide customers on products to meet varying needs.
911 Telecommunicator
Luzerne County
07.2004 - 06.2020
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Training of new employees.
- Call taking and and prearrival emergency medical instructions.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
Emergency Medical Technician Paramedic Supervisor
American Patient Transport Systems
01.1994 - 07.2004
- Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
- Trained EMTs in basic life support skills, oxygen therapy, and wound care.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Assessed patient condition through physical and verbal exams and by collecting information from others at scene.
- Restocked ambulance with proper equipment such as vents, ET tubes, medication, and IV pump tubing to maintain optimum inventory.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
- Trained and evaluated Paramedic students.
- Followed multiple protocols and direct medical command.
- Started IVs, gave medications, read heart monitors, providing basic and advanced life support
Education
Certification - Emergency Medical Technician-Paramedic
Luzerne County Community College
Nanticoke, PA06.1995
Associate's Degree - Business
McCann School of Business And Technology
Mahanoy City, PA03.1993
Skills
- Customer Complaint Resolution
- Regulatory Compliance
- Complaint Handling
- Account updating
- Complex Problem-Solving
- Sales closing
- Customer Service
- Product Merchandising
- Employee Management
- Quality Assurance
- Product Knowledge
Accomplishments
Erie Insurance 2023 Customer Service Associate of the year for the Allentown Branch.
Certification
- Licensed in P&C 2020
- Licensed in L,A,H 2023
Timeline
Customer Service Associate/Insurance Agent
Maseychik Associates, Inc.
06.2020 - Current
911 Telecommunicator
Luzerne County
07.2004 - 06.2020
Emergency Medical Technician Paramedic Supervisor
American Patient Transport Systems
01.1994 - 07.2004
Certification - Emergency Medical Technician-Paramedic
Luzerne County Community College
Associate's Degree - Business
McCann School of Business And Technology