DORCAS HOLMAN
St. Louis,MO
Summary
Customer Service Professional with strong focus on delivering exceptional customer experiences and resolving issues effectively. Skilled in communication, problem-solving, and building lasting relationships with clients. Highly adaptable, team-oriented, and results-driven with proven ability to navigate changing environments and meet organizational goals. Known for reliability and unwavering commitment to achieving high standards in service delivery.
Overview
17
17
years of professional experience
Work History
Receptionist
Greater Grace Fellowship
01.2012 - Current
- Answer calls to schedule meetings and revivals, enhancing organizational efficiency.
- Schedule future events and appointments, ensuring optimal use of resources.
- Process payments and maintain accurate financial records.
- Order and track inventory, ensuring supplies are always available.
Customer Service Associate
Client Services Solutions, LLC
06.2024 - 03.2025
- Provided exceptional customer support by resolving inquiries and issues efficiently.
- Managed customer accounts using CRM software to ensure accurate information and timely updates.
- Assisted members with account inquiries, ensuring accurate information and support.
- Updated application details to reflect current member information, maintaining up-to-date records.
- Utilized Microsoft Teams and Outlook for effective communication with supervisors and team members.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Process Executive
Cognizant Technology Solutions
04.2023 - 06.2024
- Processed incoming checks and credit card payments for medical bills, ensuring accuracy.
- Scanned incoming mail for supervisor verification, maintaining organized records.
- Reviewed incoming mail for proper date, postage and barcode scans.
- Sorted and organized incoming mail to ensure efficient distribution.
- Reviewed incoming mail for proper date, postage and barcode scans.
- Assisted team members with workload, fostering a collaborative work environment.
- Coordinated with management to develop strategies for optimizing sorting efficiency.
- Scanned incoming pieces, logging and uploading information into mail-tracking system to support resolution of future inquiries.
- Evaluated mail trays to determine proper placement.
Choice Counseling Specialist
Automated Health Systems
01.2021 - 05.2023
- Received inbound calls from participants regarding Medicaid applications, guiding them through the application process.
- Verified coverage status and updated income and household changes, ensuring accurate records.
- Evaluated Medicaid applications for eligibility compliance and accuracy.
- Led initiatives to educate clients about available benefits and assist with enrollment challenges.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
Loan Processor
LCO Financial Services
02.2018 - 10.2020
- Reviewed and verified loan applications for compliance with company policies and regulatory standards.
- Collaborated with underwriters to resolve discrepancies and ensure timely processing of loans.
- Managed loan documentation, ensuring accuracy and completeness throughout the processing cycle.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Contributed to departmental goals by meeting or exceeding monthly quotas for loan approvals and fundings.
- Improved customer satisfaction by providing timely updates and clear communication throughout loan application process.
Customer Service Representative Tier 1
Sonsio
02.2016 - 01.2018
- Processed auto claims efficiently, ensuring compliance with company policies and industry regulations.
- Scheduled claims and service appointments, ensuring timely service delivery.
- Evaluated damage estimates using advanced claims management software to determine claim validity and settlement amounts.
- Coordinated with repair shops, adjusters, and clients to facilitate timely claim resolutions and customer satisfaction.
- Collaborated with other departments to resolve complex claim issues, resulting in satisfied customers.
- Provided prompt responses to customer inquiries regarding their claims status or coverage details.
Debt Collection Specialist
Client Services Inc.
09.2013 - 12.2015
- Managed delinquent accounts, ensuring compliance with regulatory requirements and company policies.
- Implemented effective follow-up strategies to enhance collections and minimize delinquent accounts.
- Facilitated communication between debtors and financial institutions to resolve outstanding accounts.
- Managed records using collection software to track payments and maintain accurate account status.
- Developed rapport with clients to encourage timely payment and manage disputes effectively.
- Collected on delinquent accounts to reduce overdue balances.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Documented customer payment interactions and account statuses for future reference.
Customer Service Associate
Homegoods
08.2010 - 08.2011
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Processed transactions accurately using point-of-sale systems and cash handling procedures.
- Maintained clean and organized checkout areas to enhance customer experience.
- Handled customer complaints professionally, ensuring satisfactory resolutions that fostered loyalty.
- Handled cash and credit transactions accurately, ensuring proper balance at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
Mortgage Default Specialist
U.S. Bank
03.2008 - 07.2011
- Managed mortgage default processes, ensuring compliance with regulatory requirements and internal policies.
- Analyzed borrower financial situations to determine options for loan modifications and loss mitigation strategies.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Negotiated mutually beneficial workout solutions with borrowers, including loan modifications, forbearance agreements, and short sales.
- Maintained accurate records of customer accounts, payments and payment plans.
- Developed comprehensive knowledge of mortgage products, regulations, and market trends to advise clients effectively.
Education
High School Diploma -
Hazelwood West High School
Hazelwood, MO05.2002
Skills
- Call center experience
- Customer focus
- Complaint handling
- Problem-solving
- Multitasking and organization
- Time management
- Critical thinking
- Customer service
- Call management
- Building rapport
- Customer relationship management (CRM)
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Languages
English
Full Professional
Work Type
Full TimeWork Location
On-SiteRemoteHybridTimeline
Customer Service Associate
Client Services Solutions, LLC
06.2024 - 03.2025
Senior Process Executive
Cognizant Technology Solutions
04.2023 - 06.2024
Choice Counseling Specialist
Automated Health Systems
01.2021 - 05.2023
Loan Processor
LCO Financial Services
02.2018 - 10.2020
Customer Service Representative Tier 1
Sonsio
02.2016 - 01.2018
Debt Collection Specialist
Client Services Inc.
09.2013 - 12.2015
Receptionist
Greater Grace Fellowship
01.2012 - Current
Customer Service Associate
Homegoods
08.2010 - 08.2011
Mortgage Default Specialist
U.S. Bank
03.2008 - 07.2011
High School Diploma -
Hazelwood West High School
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