Lorraine Douglas
Las Vegas,NV
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
MEA/ Member Experience Advisor
Nations Benefits
05.2022 - Current
- Enhanced client satisfaction by providing expert financial advice and personalized investment strategies.
- Increased client portfolio performance through diligent market research and analysis for optimal asset allocation.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Provided exceptional customer service, addressing client inquiries promptly and professionally.
- Assisted in the development of training materials for new advisors, improving overall team performance.
- Improved processes by recommending operational changes.
- Trained new and existing employees on customer service best practices to improve overall customer handling skills.
- Contributed insights during team meetings aimed at optimizing firm-wide processes and procedures for increased efficiency.
Customer Service Representative Lead
E-Health
10.2020 - 05.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Streamlined workflow processes to increase efficiency and reduce response times.
- Collaborated with cross-functional teams to improve overall customer experience.
- Managed escalated calls effectively, minimizing negative impact on client relations while maintaining composure under pressure.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Assessed customer service data to identify and address improvement opportunities.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Led customer service projects to address and achieve key business objectives.
- Trained new personnel regarding company operations, policies and services.
Manager: Ergonomics/Human Resources Manager
Ford Motor Company
08.2014 - 04.2020
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established team priorities, maintained schedules and monitored performance.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
Education
Master of Science - Public Health
Eastern Washington University
Cheney, WA01.2025
Bachelor of Science - Health Sciences
Purdue University
West Lafayette, IN06.2020
Associate of Science - Health Administration
Henry Ford College
Dearborn, MI05.2012
Skills
- Presentations and Public Speaking
- Research Abilities
- Cross-functional coordination
- Market research
- Training and mentoring
- Decision making
- Time management
- Adaptability
- Goal setting
- Sales strategy
- Problem solving
- Industry knowledge
- Conflict resolution
- Effective communication
- Emotional intelligence
- Active listening
- Decision-Making
- Interview Skills Instruction
- Conflict Management
- Interview Coaching
- Policy and Procedure Improvements
- Attention to Detail
- Progress Reporting
- Business development
- Financial analysis
- Process improvement
- Critical thinking
Timeline
MEA/ Member Experience Advisor
Nations Benefits
05.2022 - Current
Customer Service Representative Lead
E-Health
10.2020 - 05.2022
Manager: Ergonomics/Human Resources Manager
Ford Motor Company
08.2014 - 04.2020
Master of Science - Public Health
Eastern Washington University
Bachelor of Science - Health Sciences
Purdue University
Associate of Science - Health Administration
Henry Ford College