Sue-Dionne Lewis
Fort Lauderdale,US
Summary
Detail-oriented Member Relations Specialist with 9+ years in customer service. Skilled in facilitating health plan interactions and enhancing member satisfaction through effective communication and organization. Focused on identifying trends to implement improvements, strengthen relationships, and optimize service delivery.
Overview
11
11
years of professional experience
Work History
Member Relations Specialist
PayForward LLC
, US
10.2025 - Current
- Resolved highly escalated member issues, ensuring timely and effective resolutions that enhanced member satisfaction.
- Work directly with various health plans to investigate and resolve complex member concerns.
- Utilize FIS banking systems to process and move funds accurately and efficiently.
- Executed member callbacks to update on progress, resolve outstanding issues, and reinforce a positive service experience.
- Coordinated with internal departments and health plans to address issues, fostering seamless communication and collaboration.
- Maintain accuracy and confidentiality while handling sensitive member and financial information.
Member Relations II
Medline Industry
, US
02.2024 - 10.2025
- Coordinate health plan interactions, manage 70+ daily emails, enhance cross-department file systems.
- Facilitated communication between health plans and members, enhancing satisfaction and resolving inquiries efficiently.
- Streamlined file management processes, leading to quicker access to critical documents and improved departmental efficiency.
- Coordinated with various departments to manage a high-volume inbox, ensuring timely responses and reducing backlog.
- Analyzed member feedback to identify trends, enabling proactive improvements in services and fostering stronger relationships.
- Implemented an organized email tracking system, significantly decreasing response times and enhancing overall member experience.
Member Relations
United Medco
, US
01.2023 - 10.2024
- Coordinated health plan interactions, managed 70+ daily emails, and streamlined cross-department file systems for improved communication.
- Analyze member feedback to identify trends, enabling proactive improvements in services and fostering stronger relationships.
- Managed high-volume inbox across departments, ensuring timely responses and minimizing backlog for better service delivery.
- Implement an organized email tracking system, significantly decreasing response times and enhancing overall member experience.
- Developed organized email tracking system, decreasing response times and improving member experience.
- Ensured seamless health plan interactions to improve member satisfaction and resolve issues, ensuring seamless communication and resolution.
- Processed financial transactions using FIS, ensuring accuracy and compliance. using FIS, enhancing financial operations.
- Addressed member escalations promptly, ensuring timely resolution of issues, improving member satisfaction and trust.
Interior Decorating
Ruban Construction
Kingston, Jamaica
01.2019 - 01.2021
- Supported senior interior decorator in planning and executing residential projects, contributing to cohesive design vision.
- Developed and designed mood boards for furnished residential properties to create distinctive living spaces.
- Designed functional and aesthetic interior layouts for residential and commercial spaces.
- Collaborated with clients to understand their vision and preferences for decor.
- Selected color palettes, materials, and furnishings to enhance interior environments.
Customer Service Rep
Telstar Cable Company
, Jamaica
01.2016 - 01.2019
- Resolved customer issues, enhancing satisfaction and strengthening client relationships.
- Handled high call volumes, ensuring timely problem resolution and consistent service delivery.
- Demonstrated commitment to customer service, generating positive feedback and encouraging repeat business.
Education
High School Diploma -
Marcus Garvey High School
Interior Decorating Certification -
Edna Manley College of Visual Arts
Skills
- Claims Processing
- Financial Transactions
- HIPAA Compliance
- File Management
- Project Coordination
- Computer Skills
- Collaboration
- Communication
- Organization
- Prioritization
- Conflict resolution
- Customer Service
Timeline
Member Relations Specialist
PayForward LLC
10.2025 - Current
Member Relations II
Medline Industry
02.2024 - 10.2025
Member Relations
United Medco
01.2023 - 10.2024
Interior Decorating
Ruban Construction
01.2019 - 01.2021
Customer Service Rep
Telstar Cable Company
01.2016 - 01.2019
High School Diploma -
Marcus Garvey High School
Interior Decorating Certification -
Edna Manley College of Visual Arts