DWAYNE HILL JR.
Queens,NY
Summary
Dynamic business professional with a solid foundation in member services, data analysis, and customer support. Recognized for enhancing member engagement through effective communication and consistently exceeding performance goals, contributing to a culture of excellence.
Overview
13
13
years of professional experience
Work History
Member Service Representative
IATSE Local 600 (Cinematography Guild)
New York, New York
06.2025 - Current
- Coordinate with regional Member Service manager to resolve member account issues and collect missing documentation.
- Develop and maintain system for tracking member and non-member union work.
- Process member and event information, utilizing E-membership database.
- Log information on members' work and employer into the data management system.
- Process new member paperwork.
- Coordinate tracking and recording job reports and information on productions (film, TV, commercials, music videos etc.)
- Update ER Calendar of Events.
- Support reception and other departments as needed.
- Perform other duties as assigned.
Member Service Representative
SEIU Local 32 BJ Benefit Fund
New York, New York
02.2023 - 06.2025
- Collecting and analyzing data/information to resolve a problem in real time, at high volume standards.
- Provide quality customer service to participants to resolve eligibility or Fund benefit issues.
- Displayed proficiency in all processing systems: eligibility process, health benefits and systems.
- Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Thomas Shortman).
- Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
- Representatives analyze and interpret customer phone and written correspondence.
- Ability to effectively communicate to participants.
- Perform any other relevant, related or pertinent work duties as required or assigned by management.
Engagement Specialist
AbleTo
New York, NY
11.2016 - 01.2023
- Initiated outreach to prospective members to engage in an informative discussion around overall program benefits and enrollment.
- Managed Initial Consultation scheduling in addition to acknowledging participant inquiries and objections with prompt call-backs (from voicemails).
- Utilized AbleTo systems to efficiently update call logs and participant Initial Consultation scheduling.
- Demonstrated the flexibility and willingness to adapt to changes of job functions and company policies when the need arose.
Medicare Enrollment Specialist
Blue Shield of California
Woodland Hills, CA
10.2013 - 06.2016
- Supported and aided qualifying customers with Medicare enrollment, record reconciliation and important benefit information.
- Maintained attention to detail, confidentiality and professional communication in assignments ranging from routine to moderately complex.
- Promoted to Medicare Enrollment Specialist in April 2015 for exceptional performance and client service.
Education
Mercy College
New York, NY01-2005
Skills
- Data analysis
- E-membership database
- Eligibility processing
- Documentation management
- Customer service
- Member engagement
Timeline
Member Service Representative
IATSE Local 600 (Cinematography Guild)
06.2025 - Current
Member Service Representative
SEIU Local 32 BJ Benefit Fund
02.2023 - 06.2025
Engagement Specialist
AbleTo
11.2016 - 01.2023
Medicare Enrollment Specialist
Blue Shield of California
10.2013 - 06.2016
Mercy College