Dwayne Clark
Green Bay,WI
Summary
Customer service professional skilled in identifying and addressing client needs while enhancing service delivery. Expertise in collaborating with cross-functional teams to implement process improvements. Recognized for mentoring colleagues and fostering a collaborative environment to achieve team objectives.
Overview
29
29
years of professional experience
Work History
Solutions Specialist - Call Center
American Family
Green Bay, Wisconsin
02.2010 - Current
- Identified needs of customers promptly and efficiently. Assisted with inquiries about billing rate increases and coverages to ensure clarity while being efficient.
- Educated customers about coverage options, policy details, features and benefits to make it a tailored solution for our diverse clients using effective people skills and explanations.
- Provided training and support for new team members on processes to include de-escalation skills.
- Resolved complex client inquiries by collaborating with interdepartmental teams to ensure compliance and address customer needs.
- Collaborated with underwriters to assess risk.
- Assisted in implementing process improvements to enhance customer experience amongst cross-functional teams.
Vendor Specialist
Trane Accounts Payable
Fort Myers, FL
09.2008 - 02.2010
- Coordinated invoice processing and approval workflows for various vendors.
- Recognized customer needs to enhance service delivery and satisfaction.
- Streamlined document management for vendor contracts and compliance records, improving accessibility and tracking.
- Identified areas for improvement to focus decision-makers on necessary changes, supporting operational effectiveness.
Imports Intake
Source Interlink
Bonita Springs, FL
09.2001 - 09.2008
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products.
- Coordinated with warehouses to ensure timely delivery of magazines to top-selling stores.
- Completed routine responsibilities to support team objectives with accuracy and efficiency.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Quality Assurance Manger
APAC Call center with BCBS
Green Bay, Wisconsin
01.1998 - 06.2001
- Validated coverage details with healthcare providers to facilitate patient access to services.
- Reviewed insurance policies to assess coverage eligibility and identify necessary pre-authorizations.
- Executed regular audits to maintain adherence to quality standards.
- Conducted comprehensive internal audits of processes and products for compliance assurance.
- Mentored staff on quality assurance best practices to enhance overall competency.
- Collected and analyzed data on quality vulnerabilities, offering actionable recommendations for improvements.
- Led workshops promoting a culture focused on continuous improvement initiatives.
Education
High School Diploma -
Port Washintion High School
Port Washington 06-1990
Skills
- Customer relationship management
- Process improvement
- Compliance assurance
- Document management
- Problem-solving
- Innovative problem-solving
- Team collaboration
- Teamwork
- Attention to detail
- Time Management
- Reliability
- Proactive approach
- Work ethic
- Empathy
Timeline
Solutions Specialist - Call Center
American Family
02.2010 - Current
Vendor Specialist
Trane Accounts Payable
09.2008 - 02.2010
Imports Intake
Source Interlink
09.2001 - 09.2008
Quality Assurance Manger
APAC Call center with BCBS
01.1998 - 06.2001
High School Diploma -
Port Washintion High School