Lorena Dominguez
Optum
FILLMORE,CA
1
Language
23
years of professional experience
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Work History
Member Service Supervisor
22 Years 6 Months- Supervised daily operations of member service team, ensuring optimal performance and adherence to policies.
- Trained staff on best practices for customer engagement and conflict resolution techniques.
- Implemented process improvements, enhancing service efficiency and member satisfaction metrics.
- Developed training materials to facilitate onboarding and continuous education for team members.
- Analyzed member feedback to identify trends, driving strategic initiatives for improved service delivery.
- Collaborated with cross-functional teams to streamline communication and enhance overall service quality.
Education
No Degree - Criminal Justice
Skills
Benefits analysis
Claims processing
Enrollment procedures
Service improvement
Benefits interpretation
Insurance background
Healthcare knowledge
Employee training
Service standards
Client engagement
Effective communication
Complaint handling
Complaint management
Call center operations
Customer support services
Member service advocacy
Account updates
Member profile management
Data entry proficiency
Data analysis
Compliance expertise
Workflow management
Team management
Staffing and scheduling
Leadership development
Team leadership
Teamwork and collaboration
Team collaboration
Problem-solving
Decision-making
Conflict resolution
Critical thinking
Time management
Multitasking
Attention to detail
Active listening
Professionalism
Employee motivation
Relationship building
Adaptability
Effective communication
Service standards
Service quality
Client services quality
Languages
Spanish
Native or Bilingual
Timeline
Member Service Supervisor
Optum
01.2004 - 07.2026Read More
Ventura College
No Degree from Criminal Justice
Read More