Laurie Dumond
Buda,TX
Summary
Experienced compassionate service advisor skilled in member support and customer satisfaction. Strong focus on team collaboration and adaptability to changing needs, ensuring reliability and results. Proficient in problem-solving, communication, and conflict resolution, with keen ability to understand and address member concerns effectively. Known for fostering positive relationships and driving team success.
Overview
22
22
years of professional experience
Work History
Member Service Advisor
Health Admins
10.2021 - Current
- Provide exceptional customer service to members, addressing inquiries and resolving issues in a timely and professional manner
- Manage member accounts, ensuring accurate record-keeping and updating information as needed
- Resolve escalated complaints from members, demonstrating strong problem-solving skills and maintaining a calm demeanor
- Identify trends with member concerns, technical issues and process improvements and review with leaders
Independent Contractor
Cruiser Travels
05.2020 - 05.2023
- Created amazing vacation experiences for our clients from beginning to end, with high attention to detail covering all logistics of their travel experience.
- Assessed client's needs, interests and budget and assist them with excellent customer care as a Travel Advisor.
Front Line Supervisor
L.L. Bean, Inc.
10.2005 - 04.2020
- Provided leadership to a team of 25 customer service representatives in Customer Satisfaction. Managed and coached their performance to meet and exceed company performance targets. Provided feedback in a motivating and inspirational way to promote world class service experiences for our customers.
Director of Therapeutic Recreation
Brewer Rehab and Living Center
04.2003 - 05.2005
- Developed, implemented and evaluated recreation therapy programs for adults residing in Long Term Care, Dementia Care, Brain Injury and Skilled Rehab Units. Provided training and supervision of recreation staff and volunteers. Participated in management team.
Education
Bachelor's - Recreation and Leisure Services
University of Maine At Presque Isle
Presque Isle, MESkills
- Experienced with Microsoft Office applications
- Experience with Salesforce
- CRM Sabre Travel Reservation
- Logistical coordination
- Customer experience advocacy
- Healthcare expertise
- Conflict resolution strategies
- Therapeutic Recreation
- Empathetic support
- Effective organizational skills
Timeline
Member Service Advisor
Health Admins
10.2021 - Current
Independent Contractor
Cruiser Travels
05.2020 - 05.2023
Front Line Supervisor
L.L. Bean, Inc.
10.2005 - 04.2020
Director of Therapeutic Recreation
Brewer Rehab and Living Center
04.2003 - 05.2005
Bachelor's - Recreation and Leisure Services
University of Maine At Presque Isle
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