Dolly Ike
Cypress,TX
Summary
Dynamic Project Coordinator with 10+ years of result-driven success in providing Customer satisfaction. Expertise in delivering Customer service in fast-paced environments with the skill set to analyze complex information and support all aspects of planning and process improvement. Well-versed in designing schedules, assessing risks, recruiting team members, monitoring staff and subcontractors, and tracking progress. Highly skilled at building lasting relationships with customers and business executives.
Overview
9
9
years of professional experience
Work History
Program Coordinator
Amerigroup
03.2022 - Current
- Comprehended the various cultural and linguistic needs of the Medicaid and SCHIP population, and demonstrated knowledge of the various health and social services available in the assigned region with a special emphasis on services offered by community-based organizations.
- Identified barriers to plan compliance and coordinated resolutions
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
- Identified opportunities that impact quality goals and recommended process improvements
- Recommended treatment plan modifications and determined the need for additional services, in conjunction with the Clinical case management team and providers.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Coordinated identification of and referral to local, state, or federally funded programs
- Prepared reports to document case and compliance updates
- Established and maintained relationships with agencies that provide services to members.
- Responded to telephone, written, and in-person inquiries and initiated steps to assist regarding issues relating to content or interpretation of benefits, policies, and procedures
- Provided timely and accurate resolution of inquiries and issues regarding benefits, services, and policies
- Provided superior quality outcomes by taking ownership of issues to ensure timely resolution or follow-up
- Developed program marketing and outreach strategies to increase awareness and attract new participants.
- Tracked and reported expenses accurately to manage program budgets.
Customer Success Analyst
Randstad
03.2021 - 08.2022
- Managed fast-paced call center work to assist a high volume of daily customers using multiple internal databases and systems.
- Oversaw comprehensive corporate benefits, including medical, dental, vision, 401k, incentive plans, and HSA/FSA contributions
- Addressed benefit and payroll inquiries via phone and email from staff members, ensuring accurate and prompt resolutions
- Managed new hire enrollment and annual enrollment processing
- Handled FMLA/LOA processing
- Facilitated communication with carriers to address updates and resolve claims issues
- Responsible for day-to-day operations of the COBRA department.
- Created customer support strategies to increase customer retention.
- Recognized escalation needs and connected customers with advanced support staff.
Customer Care Representative
Activus Connect
12.2020 - 03.2021
- Supported the Center for Disease Control and Prevention (CDC) by responding to inquiries related to COVID-19 vaccination scheduling questionnaires or communications
- Answered incoming calls from the public regarding COVID-19 vaccination and scheduling while documenting side effects from vaccines
- Educated callers about various types of available vaccines.
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Retention Agent
NRG Energy
04.2019 - 12.2020
- Maintained records of customer interactions, transactions, comments, and complaints
- Processed payments and scheduled service connections.
- Developed new strategies for customer retention activities.
- Developed product demonstrations and presentations for customers.
- Adhered to appropriate legal scripting when required.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Care Specialist/Technical Support Specialist
SHIFTSMART PARTNERS
07.2017 - 03.2019
- Evaluated callers' needs to determine the best course of action for assistance
- Scheduled medical appointments, including follow-up visits
- Assisted callers with password resets on the online portal and provided guidance to enhance their understanding of the online websites and apps.
- Took ownership of customers' issues to follow problems through to resolution.
- Verified the accuracy of customer account information and updated when necessary.
Sales Representative Team Leader
AMC
03.2015 - 06.2017
- Developed and maintained a comprehensive understanding of products, services, and competitors to enhance sales presentations.
- Implemented internal operations to improve the quality of service.
- Monitored customer satisfaction with all company products and services.
- Trained and mentored new sales representatives.
- Used customer insights to develop innovative sales strategies to increase sales.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Education
Master’s degree - Business Administration
Western Governors University
10.2024
BSc - Nutrition and Dietetics
Federal University of Abeokuta
Skills
- Program planning and Management
- Team leadership and Supervision
- Reporting and Documentation
- Customer service and Retention
- Performance and Process improvement
- Data Analysis and Quality Assurance
- Communication and Collaboration
- Cost Control and Budget Administration
- Research and Development
- Time Management
Timeline
Program Coordinator
Amerigroup
03.2022 - Current
Customer Success Analyst
Randstad
03.2021 - 08.2022
Customer Care Representative
Activus Connect
12.2020 - 03.2021
Customer Retention Agent
NRG Energy
04.2019 - 12.2020
Customer Care Specialist/Technical Support Specialist
SHIFTSMART PARTNERS
07.2017 - 03.2019
Sales Representative Team Leader
AMC
03.2015 - 06.2017
Master’s degree - Business Administration
Western Governors University
BSc - Nutrition and Dietetics
Federal University of Abeokuta