Lauren Dominguez

• Provide excellent customer service and phone assistance to inbound callers regarding overpayment balances owed to the State of Oregon's Employment Department - Unemployment and Paid Leave
• Negotiated repayment options with delinquent claimants to secure recoveries while still maintaining strong relationships with the claimants
• Managed a high volume of cases simultaneously, prioritizing tasks effectively to meet deadlines without compromising accuracy or quality of work.
• Explain overpayment decisions, letters, and other correspondence letters to inbound callers
• Leveraged strong analytical skills to identify potential balance discrepancies
• Investigate and respond to incoming claimant emails
• Set up payment plan agreements
• Calculate settlement agreements
• Demonstrated exceptional attention to detail in reviewing overpayment bill items/segments for accuracy
• Contributed to identifying potential problems with Frances software
• Process monthly payments
• Refer accounts to Benefit Payment Control and the OR Department of Revenue as needed
• Issue and release county liens and wage garnishments
• Work remotely and independently, within a team environment, with minimum supervision
• Utilize Frances software on every task
• Collaborated with other departments to drive successful completion of assigned tasks
• Enhanced department efficiency by streamlining processes for case followups
• Participated in continued education programs/classes to stay up-to-date on industry best practices and changes affecting agency operations.

• Answer inbound medical insurance member calls regarding benefits, claims, payments, and deductibles; explain individual medical plan benefits and coverages
• Research complex claim issues for members, including claim discrepancies, missing premium payments, and coding errors
• Compose original and template correspondence
• Follow up with members as needed
• Work remotely and independently, within a team environment, with minimum supervision

• Intake, process, and resolve, credit card dispute and fraud issues
• Submit chargebacks, pre-arbitration, arbitration, pre-compliance, and compliance filings with both Visa and Mastercard
• Conduct full investigations, including contacting customers, merchants, and witnesses.
• Evaluated customer data to identify and prevent fraudulent activities
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
• Compose winning arguments for all filings with a 97% average chargeback effectiveness rating maintained for the entire duration of employment
• Mediate resolution options between merchants and customers when appropriate
• Serve as head trainer for newly hired agents
• Provide extra training and mentoring services to junior agents
• Provide testing services for new software
• Fill in as floor supervisor and provide help desk services as needed
• Received numerous commendations from supervisors for consistently exceeding performance expectations in delivering member services.
• Work remotely and independently, within a team environment, with minimum supervision
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

* Provide help desk assistance for up to 500 catalog call center sales and customer service agents

* Conducted audits on incoming calls for quality and training purposes and evaluated work of phone agents to improve performance

* Resolve escalated customer complaints and inquiries with timeliness and a professional manner

• Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.

* Coached employees and trained on methods for handling various aspects of sales, difficult customers, and strategic ways to speak to people of all ages and cultures

• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets
• Developed strong relationships with management and entire team to promote open communication
• Enhanced customer satisfaction by effectively managing and addressing concerns promptly.
• Increased repeat business through exceptional customer service skills that cultivated long-term buyer relationships
• Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
• Delegated tasks to employees to enhance productivity and workflow.
• Processed incoming mailed catalog orders: provided data entry and accounting services for order payments, as well as, processed daily check batches and deposits