LUCIANNA DOMINICO
Braintree,MA
Summary
Dynamic leader in customer contact center operations, adept at managing high call volumes and ensuring accurate information delivery. Proven ability to assess caller needs, provide seamless referrals, and maintain departmental schedules, enhancing overall service quality and efficiency.
Overview
1
1
Language
1
1
Certification
42
42
years of professional experience
Work History
Customer Contact Center Lead CSR
South Shore Hospital
Weymouth, USA
07.2006 - Current
- Lead for the Overnight Shift for the Customer Contact Center, Manages internal and external calls for South Shore Hospital and the Brigham and Women / Dana Farber's Cancer Center in Clinical Affiliation with South Shore Hospital.
- Acted as the primary liaison for internal departments at Brigham and Women's Cancer Center and South Shore Hospital, facilitating seamless communication and service coordination.
- Accurately manages on-call coverage for departments / specialties within the clinical paging reference tool.
- Demonstrated knowledge of departments and their functions to manage callers' needs and inquiries accurately and direct them to the appropriate location.Provides way-finding to the facility, to internal departments and off-site affiliates.Accurately manages on- call coverage for departments / specialties within the clinical paging reference toolWhen necessary, locates medical and support staff through the Paging System and/or relays messages via alphanumeric pager, verbally or via email/fax.Provides Physician Referrals to the community for PCPs and Medical Specialists by matching zip code, gender preference and medical need of the callers.Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues.Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed.Consult procedures, terminology, and appropriate dispatching to physicians.Trained staff in effective call handling and customer service techniques, enhancing overall service quality and client satisfaction.
- Provides consistently clear, accurate, timely information to all callers as described in client profiles.
- Exhibited understanding of procedures of these department functions and callers' needs.
- Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed.
- Demonstrates technical knowledge to support common Customer Support Center calls during times of peak call volume and while supporting after-hour calls.
- Ability to intelligently guide callers through the Windows password reset procedure.
- Ability to intelligently guide callers through the PC reboot process, and basic technical knowledge of when to do so.
- Technical knowledge to triage after-hour help requests, determining the priority of technical issues to escalate to on-call technician.
- Execute technology escalation and outage communication as needed.
- Understood departmental functions and their functions to enable the intelligent and accurate management of callers' needs and inquiries to distribute to the appropriate location.
- Works with internal departments to provide real-time updates to modifications in client on-call schedules.
- Manages, and accurately updates client on-call schedules.
- Provides messages management for clients including dispatching, delivery confirmation and follow-up as required by specific client preferences at all times.
- Follows established customer service standards and requirements.
- Provides way-finding to client practices by referencing online tools.
- Displays an understanding/sensitivity of each client's unique customer culture and has a concrete understanding of that client's function in order to represent the client in an intelligent and professional manner.
- Ensures accurate messaging / paging information by confirming spelling of callers first/last name, phone number, DOB, and primary care physician.
- Technical knowledge to triage after-hour help requests, determining the priority of technical issues to escalate to on-call technician.
- Execute technology escalation and outage communication as needed.
- Demonstrated knowledge of departments and their functions to manage callers' needs and inquiries accurately and direct them to the appropriate location. Provides way-finding to the facility, to internal departments and off-site affiliates. Accurately manages on- call coverage for departments / specialties within the clinical paging reference tool When necessary, locates medical and support staff through the Paging System and/or relays messages via alphanumeric pager, verbally or via email/fax. Provides Physician Referrals to the community for PCPs and Medical Specialists by matching zip code, gender preference and medical need of the callers. Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues. Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed. Consult procedures, terminology, and appropriate dispatching to physicians. Trained staff in effective call handling and customer service techniques, enhancing overall service quality and client satisfaction.
Manager/Owner
EAST COAST PLASTERING & BLUEBOARD
Weymouth, USA
06.1991 - 04.2024
- Prepare reports, invoices, payroll, set up appointments on jobs sites, scheduling, type of proposals with estimates & bids.
- Making sure Job was running smoothly and employees are getting job done in timely fashion.
- Worked well under pressure, Made quick and decisive decisions, works well with deadlines.
- Made employees feel comfortable if at any time they had any time of problem.
- Made sure I made callbacks once job was finished to make sure customers were happy with the job that was done.
Reservationsist/Dispatcher/Customer Service Rep
SHUTTLE KING-RESERVATIONIST
Weymouth, USA
09.2002 - 04.2014
- Answered high call volume, took reservations for van pickups to and from Logan airport, ensuring customer satisfaction.
- Coordinated dispatch of pickups to drivers, performed data entry, and processed credit card payments accurately.
- Managed multiple tasks in high-pressure environments, prioritized responsibilities, and consistently met deadlines.
Unit Secretary Coordinator
GOOD SAMARATIN
Brockton, USA
06.2009 - 04.2010
- Coordinated admissions process for new patients, including entering physician orders, answering high-volume calls, and faxing documents.
- Maintained accurate and current patient records to support seamless operations.
- Executed tasks in high-pressure situations to consistently meet critical deadlines..
E.R. Patient Registration
BETH ISRAEL MILTON
Milton, USA
01.2008 - 04.2010
- Registered patients and greeted family members in the emergency room, ensuring a welcoming environment.
- Barcoded charts and processed admissions, verifying insurance and collecting demographic information to facilitate patient flow.
- Executed daily tasks with precision and speed.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Paraprofessional
WEYMOUTH PUBLIC SCHOOLS
Weymouth, USA
09.2000 - 04.2010
- Assisted teacher in executing Communication Enhancement Program for Autistic Children, fostering improved communication skills among students.
- Assisted teachers in implementing lesson plans and classroom activities.
- Supported students with special needs during instructional time.
- Monitored student behavior and maintained a positive learning environment.
Member Services Rep
BLUECROSS BLUE SHIELD OF MA
Quincy, USA
06.1996 - 04.2001
- Coordinated information flow among customer service, account management, quality assurance, training, and payroll departments to ensure call center objectives were achieved.
- Delivered accurate and relevant information to address customer inquiries effectively.
- Assisted members with inquiries regarding health plan benefits and coverage options.
- Coordinated resolution of member issues through effective communication and problem-solving.
- Updated member accounts using the company’s CRM system for accurate record-keeping.
Customer Service
JOHN HANCOCK
Boston, USA
04.1984 - 12.1994
- Answered all Customer Serv calls, Reviewed contracts.
- Took care of all issues.
Skills
- Customer relationship management
- Contact center leadership
- Caller needs assessment
- Client referral management
- Paging system operation
- Customer service standards
Certification
- EKG Certification
- Infant & Toddler Certification
Languages
Italian
Professional
Accomplishments
- Inspire Rewards Monthly
Timeline
Unit Secretary Coordinator
GOOD SAMARATIN
06.2009 - 04.2010
E.R. Patient Registration
BETH ISRAEL MILTON
01.2008 - 04.2010
Customer Contact Center Lead CSR
South Shore Hospital
07.2006 - Current
Reservationsist/Dispatcher/Customer Service Rep
SHUTTLE KING-RESERVATIONIST
09.2002 - 04.2014
Paraprofessional
WEYMOUTH PUBLIC SCHOOLS
09.2000 - 04.2010
Member Services Rep
BLUECROSS BLUE SHIELD OF MA
06.1996 - 04.2001
Manager/Owner
EAST COAST PLASTERING & BLUEBOARD
06.1991 - 04.2024
Customer Service
JOHN HANCOCK
04.1984 - 12.1994