MICHELE DENNISON
Bel Air,US
Summary
Seasoned Customer Service Specialist with substantial remote work experience and a demonstrated track record in client advocacy roles, currently a Senior Client Advocate in claims at TTEC, a Bank of America subcontractor. Recognized for exceptional problem-solving skills, efficiency optimization, and commitment to maintaining high customer satisfaction rates. Looking to leverage these skills to enhance customer experience and contribute to a forward-thinking, customer-centric team. Eager to embrace new learning opportunities and drive success in a challenging remote customer service position. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
18
18
years of professional experience
Work History
Senior Client Advocate
TTEC - Bank of America Prepaid Cards Project
08.2021 - Current
- Claims Escalations
- Senior Client Advocate specializing in claims department with a strong focus on customer service, de-escalation, and conflict resolution, consistently delivering empathetic and compassionate support to cardholders
- Expertise in reconciling accounts and resolving claims by conducting comprehensive investigations, leveraging input from cardholders, utilizing multiple data sources, and applying data analysis techniques to identify and rectify issues efficiently
- Proven leadership in spearheading and contributing to high-impact special projects including:
- Successfully leading a manual claims initiative that handled 28% of all claims within a 50-member team
- Conducting daily quality assurance activities by actively evaluating 5-10 calls daily
- Analyzing 30-50 survey responses to drive continuous improvement
- Responsible for reviewing, triaging, and making decisions on escalations submitted by agents, ensuring timely and effective resolution of complex issues.
Claims Agent
12.2020 - 08.2021
- Managed 30- 50 inbound calls as a claims agent, prioritizing confidentiality, and fraud prevention through proper authorization procedures
- Conducted thorough investigations into disputed transactions by employing probing questions, ensuring accurate identification of claims, and providing essential information to the investigative team during claim initiation
- Maintained regular communication with cardholders, updating them on the status of their claims and offering solutions such as reconsiderations, documentation requests, and drafting appeals for hardship cases
- Demonstrated a commitment to excellent customer service and efficient claims resolution while adhering to company policies and procedures.
Customer Service Representative
06.2020 - 12.2020
- Answered 60-80 inbound calls in high volume and fast paced environment while maintaining accurate and confidential documentation
- Gathered information from various systems to provide first call resolution
- Identified and escalated priority issues directing client to proper department to address needs.
Dental Assistant
Main Street Children's Dentistry and Orthodontics, Air
02.2018 - 03.2020
- Supported dentist in routine and surgical procedures, ensuring confidential patient charting
- Enhanced productivity through effective treatment planning and scheduling, reducing write-offs
- Managed administrative tasks, including appointment scheduling, after-care calls, invoicing, and record management, while ensuring a positive patient experience.
Media Librarian
Comcast Spotlight
08.2005 - 12.2008
- Managed media tape and digital content distribution, ensuring accurate inventory tracking
- Supported sales staff by preparing and distributing daily spot lists, enhancing content accessibility
- Implemented efficient computerized tracking system for tapes, receiving recognition with six Comcast "Spot On" awards for exceptional customer service.
Education
Dental Assisting Certificate -
Harford Community College
2017
Skills
- Time management
- Industry awareness
- Empathy and understanding
- Client relationship management
- Technical proficiency
- Cross-functional collaboration
- Attention to detail
- Active listening
- Adaptability
- Organizational skills
- Customer service orientation
- Problem solving
- Project management
- Decision making
- Critical thinking
- Team leadership
- Interpersonal skills
- Strategic planning
- Strong communication
- Performance monitoring
- Conflict resolution
- Conflict Management
- Escalation Management
- Documentation Review
- Call Control
- Database Research
- Account Management
- Customer Support
- Process Optimization
- Quality Assurance
- Complaint Resolution
- Quality Control
- Needs Assessment
- Call Documentation
- Order Processing
- De-Escalation Techniques
- Customer Service
- Regulatory Compliance
- Process Improvement
- MS Office
- Office Equipment Proficiency
- Policies and Procedures Adherence
- Customer Relationship Management (CRM)
- Data Entry
- Customer Data Confidentiality
- Customer Retention Strategies
- Administrative and Office Support
- Multi-Line Phone Systems
- Brand Representation
- Report Preparation
- Remote Office Availability
- Microsoft Office
- Customer Account Management
- Data Management
- Document and Records Management
- Inbound Call Management
- Account Updates
- Report Generation
- Customer Needs Assessment
- Information Updates
- Interdepartmental Communication
- Analytical thinking
- Microsoft Outlook
- Account reconciliation
- Time management
- Call Center Experience
- Client Relationships
- Customer Satisfaction
- Claims Investigations
- Client Advocacy
- Client Support
- Client Retention
- Account Changes
- Customer Experience
- Performance Feedback
- Service Accounts
- Customer Service Process Improvement
- Outbound Calls
- Claim Handling
- Time Management Skills
- Customer Inquiries
- Staff Support
- Best Practices Management
- Ongoing Assistance
- Customer Care
- Training Junior Team Members
- Trained in Salesforce
- Efficient Service
- Company Standards
- Customer Loyalty
- Continuous Improvement
- Calm and Professional Under Pressure
- Productivity Standards
- Understanding Customer Needs
- Issue and Complaint Resolution
- Cultural Awareness
- First-Tier Technical Support
- Policy and Procedure Adherence
- Call Volume and Quality Metrics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Worry is like a rocking chair, it will give you something to do, but it won’t get you anywhere.
Anonymous
Timeline
Senior Client Advocate
TTEC - Bank of America Prepaid Cards Project
08.2021 - Current
Claims Agent
12.2020 - 08.2021
Customer Service Representative
06.2020 - 12.2020
Dental Assistant
Main Street Children's Dentistry and Orthodontics, Air
02.2018 - 03.2020
Media Librarian
Comcast Spotlight
08.2005 - 12.2008
Dental Assisting Certificate -
Harford Community College