Dominique Lane
Jacksonville,USA
Summary
Dedicated Contact Center Professional with history of meeting company Goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to now new situations and challenges best enhance the organizational brand and team success. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability High focused on Quality, effective time management, and tailored communication.
Resourceful Call Taker known for high productivity and efficient task completion. Specialized skills include rapid data entry, effective communication, and adept at using call center technology. Excel in active listening, problem-solving, and empathy to enhance customer satisfaction and resolve issues promptly.
Overview
6
6
years of professional experience
Work History
Intake Specialist Part Time
Farah and Farah
Jacksonville, FL
03.2025 - Current
- Maintained accurate records of all client interactions according to agency policies and procedures.
- Provided crisis intervention services as needed to clients in distress.
- Scheduled appointments for clients as needed for outside services such as counseling or medical care.
- handles initial client interactions, gathers information about potential cases, and facilitates the smooth transition of inquiries to appropriate resources, including attorneys, other team members, or different offices. They also ensure a professional and courteous experience for all callers and maintain client confidentiality.
MSR 2 Account Services Remote
Navy Federal Credit Union
11.2022 - Current
- Assisting in answering customer questions over the phone in a high call volume setting.
- Communicated areas of focus with leadership to set action plans and follow up on results.
- Answered questions related to accounts including balances, payoff and online banking.
- Educate members on how to properly use and navigate online website and mobile app.
- Provide answers and assistance members questions/concerns, utilizing resources and manuals.
- Using Good judgement and exercise decision making skills, for fraudsters.
- Adherence to all Navy Federal Credit Union Procedures.
- Manage Large volume of member calls in friendly and courtesy manner.
- Supports full servicing of checking, money market, business checking products.
- Provided world-class member service.
Loan Modification Specialist Remote
Wells Fargo
06.2020 - 10.2022
- Dealt with customer complaints as well as urgent request and needs.
- In charge of originating reviewing processing, closing, and administering customer loan proposals.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Increased productivity through practicing up to date call scripts and a high level of call control.
- In charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
- Conducted an initial client assessment and analysis to begin the research process.
- Maintained order efficiency and accuracy through clear communication with underwriters.
- Effectively responded to customer requests via phone and email as well as answer questions and inquiries.
Call Center Customer service Benefits representative
OptumRx
Jacksonville, FL
11.2019 - 04.2020
- Company Overview: United Health Care
- Dealt with customer complaints as well as urgent requests and needs.
- Met or exceeded revenue targets with successful promotions during routine inbound calls and outbound sales follow-ups.
- Informed customers about current promotions and new services that were available under their plan.
- Increased productivity through practicing up-to-date call scripts and a high level of call control.
- Submit and process initial enrollment applications.
- Collecting information and qualifying candidates.
- Conducting information sessions.
- United Health Care
Education
High School Diploma -
Charter School
Jacksonville, FL06-2015
Skills
- Upbeat and positive personality
- Calm and professional under pressure
- Courteous with strong service mindset
- Multitasking and prioritization
- Strong analytical and problem-solving skills
- Patient and empathetic
- Attention to detail
- Performance motivation
- Subject Matter Expert for Accounts
- Articulate communication
- Critical thinking
- Case management
- Multi-line phone systems
- Inbound and outbound calling
- Scripted call control
- Escalated calls management
- Call center operations
- Empathic communication
- Multi-line phone operations
- Documentation skills
Timeline
Intake Specialist Part Time
Farah and Farah
03.2025 - Current
MSR 2 Account Services Remote
Navy Federal Credit Union
11.2022 - Current
Loan Modification Specialist Remote
Wells Fargo
06.2020 - 10.2022
Call Center Customer service Benefits representative
OptumRx
11.2019 - 04.2020
High School Diploma -
Charter School