Dorothy Blanks
Richmond,VA
Summary
Highly accomplished and dedicated professional with over 20 years of exemplary customer service experience, adeptly equipped to excel in strategic operations, communications, and analytical roles. Proficient in fostering meaningful connections with diverse clientele through exceptional communication, empathy, and problem-solving skills. Demonstrated expertise in leveraging social media platforms to optimize brand presence and drive engagement. Proven track record in analyzing data and streamlining logistics to enhance operational efficiency. A customer-centric mindset, coupled with strategic thinking and adaptability, ensures successful management of client relationships and business objectives.
Overview
15
15
years of professional experience
Work History
Social Media Specialist
T-Mobile
Richmond, VA
04.2018 - 08.2023
- Managed organization's social media presence by posting messages, answering posts and monitoring conversations.
- Responded promptly and professionally to customer inquiries on Facebook and Twitter, ensuring a positive customer experience.
- Effectively addressed and resolved customer complaints, utilizing strong problem-solving skills and empathy to turn negative experiences into positive outcomes.
- Created and implemented unique discount options and promotional campaigns, driving customer engagement and loyalty on social media.
- Ensured customer satisfaction through personalized interactions and attentive follow-ups, enhancing brand reputation and customer retention.
- Analyzed and interpreted customer feedback data, providing valuable insights to the marketing team.
Senior Account Specialist
T-Mobile
Richmond, VA
05.2015 - 04.2018
- Successfully managed escalated calls, adeptly resolving complex customer issues and maintaining a high level of customer satisfaction.
- Created innovative solutions to address customer challenges, resulting in a significant reduction in escalations and improved customer retention rates
- Demonstrated exceptional leadership skills by training and mentoring account experts, contributing to their professional growth and ensuring a high-performing team.
- Provided constructive feedback and performance evaluations to account experts, fostering continuous improvement and achieving outstanding team results.
- Consistently achieved monthly company goals, exceeding performance targets and contributing to the overall success of the organization
Account Expert
T-Mobile
Richmond, Virginia
07.2012 - 05.2015
- Managed over 50 daily inbound calls, ensuring efficient resolution of customer inquiries and concerns.
- Conducted thorough research to identify and rectify billing errors, effectively minimizing customer disputes and enhancing billing accuracy.
- Educated customers on billing and payment processing procedures, providing clear and concise explanations that contributed to improved customer understanding and satisfaction.
- Meticulously updated account information and customer preferences, maintaining accurate and up-to-date records to facilitate personalized service delivery.
- Demonstrated extensive knowledge of T-Mobile products and services, offering tailored recommendations that led to increased customer engagement and loyalty.
- Proactively upsold promotions and additional services, effectively driving revenue growth and achieving individual and team sales targets.
- Provided technical support to customers regarding the installation, configuration, maintenance, and assisted customers with troubleshooting data connection issues related to their cell phones.
Provider Services Specialist
WellPoint, Anthem Blue Cross
Richmond, VA
01.2009 - 05.2012
- Responded to inbound calls from healthcare providers, addressing claims inquiries and ensuring timely resolution in compliance with HIPAA guidelines.
- Skillfully evaluated and processed claims, verifying payment or denial based on contractual terms and agreements with providers, promoting accurate and fair claim adjudication.
- Demonstrated expertise in interpreting complex claims, determining primary or secondary liability, and making informed decisions to expedite the claims process efficiently.
- Adjudicated claims based on members' benefits and providers' agreements, maintaining a high level of accuracy and adherence to company policies and industry regulations.
- Investigated providers' inquiries on claim status promptly, resolving complaints in a professional manner.
- Upheld strict adherence to HIPAA guidelines and confidentiality measures when handling sensitive patient information during the claims processing and resolution.
Education
High School Diploma -
Prince George High School
Prince George, VASkills
- Social Media Strategy
- Content Creation
- Community Management
- Analytics & Reporting
- Digital Advertising
- Quality Assurance
- Process Optimization
- Customer Relationship Management
- Logistics Planning
- Interpersonal Communication
- Billing Resolutions
- Research Proficiency
- De-Escalation Techniques
- Understanding Customer Needs
- Verbal and Written Communication
- Risk Management
Technical Skills:
Microsoft Excel/Microsoft OneNote/Microsoft Outlook/Microsoft PowerPoint/Microsoft Word/Khoros
Timeline
Social Media Specialist
T-Mobile
04.2018 - 08.2023
Senior Account Specialist
T-Mobile
05.2015 - 04.2018
Account Expert
T-Mobile
07.2012 - 05.2015
Provider Services Specialist
WellPoint, Anthem Blue Cross
01.2009 - 05.2012
High School Diploma -
Prince George High School