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.
Overview
5
5
years of professional experience
Work History
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
Enrollment Specialist (Contract) Remote PartTime
AUTOMATED HEALTH SYSTEMS
10.2024 - 02.2025
- Ability to stay calm under pressure and deal effectively with difficult situations.
- Collaborate with customers in planning and decision making to result in optimal solutions.
- Provide helpful assistance in anticipating and responding to the needs of our customers.
- Communicate professionally and timely with internal and external customers
- experience in navigating multiple computer tools/systems/screens
- ability to explain Medicare benefits and address the unique needs of Medicare and duel-eligible members
- Ability to assist the State OF Florida Medicaid /Medicaid and Kidcare with open enrollment and change plans.
Loan Modification Specialist Team Lead (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
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
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
Timeline
Enrollment Specialist (Contract) Remote PartTime
AUTOMATED HEALTH SYSTEMS
10.2024 - 02.2025
MSR 2 Account Services (Remote )
Navy Federal Credit Union
11.2022 - Current
Loan Modification Specialist Team Lead (Remote)
Wells Fargo
06.2020 - 10.2022
Call Center Customer service Benefits representative
OptumRx
11.2019 - 04.2020
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