Lisa M. Dolinger

Actively assisted customers with placing and processing orders. Manage product returns and exchanges. Support product purchasing and inventory management. Help coordinate daily deliveries with the delivery team. Perform software updates and related system tasks. Provide excellent customer service and account management support. Maintained office supplies inventory, facilitating efficient workflow. Assisted in preparing financial reports and documentation for audits. Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.

• Supervised, coached and mentored a team of three. Ensured the administrative team was up to date in policies, procedures, and training. Created front desk forms using MS Excel, and MS Word. Exported reports into easy-to-read Excel documents. Maintained a VCIN Certification required by the Virginia State Police. Is a member of the Safety Team for the district. Became a District 30 Employee Health and Wellness Advocate and VA Department of Corrections CPR/First Aid Trainer. Continues to update sentencing information and creation of conditions for probationers. Monitors and responds to District Email account to ensure all emails are disseminated in a timely manner. Worked on Surplus of District for upcoming move to new location. Maintains and submits P-Card Bill on a monthly basis. In-house IT assistant for new hires and other minor issues, including any printer installs onto computer. Created purchase orders, based on Virginia State contracts, in eVA. Ordered office supplies, paper, IT equipment, and other equipment necessary to support office functions. Proficient in using the eVA System (Virginia’s Procurement Website) to create purchase orders to pay for budgeted specialized services. Analyze District contract requirements along side management to decide which vendor and treatment meets the required criteria. Review requests for procurement. Monitor procurement requests and purchases made through the eVA Purchasing System (Virginia’s Procurement Website)

• Served as Receptionist on a rotational basis along with other Office Services Assistants and Office Services Specialist. Accurately and professionally formats correspondence for multiple clients in a timely manner and in accordance with District Policies. Processes incoming/outgoing mail/faxes according to office standard and District procedures. Pulls files, if necessary, for incoming mail and faxes and forwards to the appropriate staff for timely processing, in a timely and accurate manner according to District procedure. Enters and maintains data for an automated offender database, VACORIS, in a timely and accurate manner. Downloads unassigned investigations into an excel spreadsheet in order to assign investigations to appropriate officers.
• Prepares correspondence in a word document for probationers that are currently incarcerated to inform them of their reporting information. Proficient in the Microsoft Office Suite (Excel, Word, PowerPoint). Proficient in using CAIS (Supreme Court database) to conduct research and locate additional information on court case regarding the probationer and update VACORIS as needed. Conducts complete criminal record checks on probationers through the State Police database (VCIN). Receives court orders through SRA (Secure Remote Access), updates all necessary and required information in VACORIS, uploads sentencing orders into VACORIS. Prepares probation conditions based on the sentencing order, including any special conditions. Provides assistance to the Probation Officers by bringing reports to the Courts, on an as needed basis.

• Assisted customer with order status, tracking as well as placing new orders for office supplies and equipment. Evaluated suppliers by considering pricing, quality, availability and other criteria set for by the purchasing director. Prepared purchase orders, solicited bid proposals and reviewed requisitions for goods and services. Monitored shipments to ensure that goods arrive on time, and in the event of problems trace shipments and follow up undelivered goods.

• Answers inquiries from beneficiaries, providers, and other affiliated representatives or groups in regards to Tricare eligibility, benefit determinations, and claims adjudication questions or problems. Establishes and maintains rapport with contacts while presenting a favorable responding to inquiries within time frames required to exceed contractual standards. Consistently exceeds department quality guidelines

• Assisted management team as floor support; provides one on one coaching along with handling supervisor calls. Consistently and effectively performs renewals and new coverage for member wanting health coverage

• Providing order entry service to our customers. Consistently projects an energetic attitude, warm welcome and positive image of QVC over the phone. Adhered to department guidelines when servicing our customers. Treats people with respect under all circumstances, instill trust in others, and uphold the values of the organization.

• Piloted new unit to assist with customer’s concerns using the Commit Form 4 system. Provides research and resolution for concerns we receive from customers. Works across different Lines of Business to ensure all customer concerns are resolved. Manages approximately 10 cases at any given time to provide the best possible resolution to our customers

• Supported a portfolio of approximately 20 loans with any stage of default with a focus on loan modifications while working within the Office of the CEO and President. Worked closely with Customer Relationship Managers while processing routine transactions including documenting loan history, researching and gathering documentation in accordance with established guidelines. Followed and executed the policies, procedures and protocol needed to complete all assigned tasks. Understands and utilizes appropriate options for customers to include Special Forbearance, Modifications, Short Sale, Deed in Lieu and/or Foreclosure

• Selected to manage the Remediation Queue which consisted of over 1,800 delinquent loans of over 3 years. Handpicked to pilot a new unit of delinquent mortgages to assist homeowners. Handled extensive research for more complex billing problems while assisting homeowners in modifying their homes or exiting gracefully. Successfully collected on over 90% of all units and balances impacted while maintaining a 95% quality while speaking with customers. Worked in the Collections and Risk Operations environments and will handling inbound and outbound calls. Selected by the leadership team to participate in the Telephone Consumer Protection Act (TCPA) outbound calling initiative. Assisted different team managers when needed for assistance for quality situations. Mentored and coached peers on current and new procedures and policies while utilizing Microsoft Office Suite to create documents for the unit for important guidelines and updates. Earned recognition from teammates in different departments for providing exemplary customer service to customers while providing empathy during calls; Recognized by manager for training co-workers coming back from leave of absence