DORCAS HOLMAN
St. Louis,MO
Summary
Dynamic customer service professional dedicated to delivering exceptional experiences and resolving issues effectively. Expertise in communication, problem-solving, and fostering lasting client relationships enhances the ability to thrive in fast-paced environments. Highly adaptable and results-driven, consistently meets organizational goals while collaborating seamlessly within teams. Recognized for reliability and a steadfast commitment to maintaining high standards in service delivery.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Labor Solutions
08.2025 - Current
- Provide inbound customer service phone and chat support to Access Securepak and Access Corrections customers.
- Process customer orders, deposits, track shipments and answer customer questions.
- Process a variety of administrative tasks as a result of the customer call or chat.
- Consistently meet establish performance metrics and quality standards.
- Complete other duties assigned by management.
- Contract
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
- Account updating
- Complaint resolution
- Scheduling
- Documentation
- Conflict resolution
- Calm demeanor
- Administrative support
- Microsoft outlook
- Shipping and receiving
- Building rapport
- Customer relationship management (CRM)
- Call center procedures
- Medical terminology
- Call center operations
- Order fulfillment
- Multitasking and organization
- Call escalation
- Inbound and outbound calling
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.
Personal Information
Languages
English
Full Professional
Timeline
Customer Service Representative
Labor Solutions
08.2025 - Current
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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