Customer Service Resolution Specialist

Dona Losse

Las Vegas, NV***** 725-***-**** *********@*****.***

Professional Summary

Proven Resolution Specialist with a history at Medco Health Solutions, adept in de-escalation techniques and conflict resolution, significantly reducing future complaints. Excelled in document preparation and maintaining detailed records, enhancing client experience and operational efficiency. Skilled in guiding teams through complex issues, demonstrating assertiveness and expert problem-solving abilities. Diligent customer service with a history of facilitating smooth election processes. Assisted in voter check-in and ballot distribution to ensure compliance with regulations. Demonstrated accuracy and communication skills in high-pressure environments.

Skills

De-escalation techniques

Assertiveness

Conflict resolution skills

Document preparation

Work History

Resolution Specialist, 10/1995 - 06/2003

Medco Health Solutions – Las Vegas

Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.

Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.

We conducted thorough follow-up with customers after the resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.

Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.

Streamlined resolution processes with established guidelines, leading to faster outcomes and better customer satisfaction.

Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.

Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.

Improved customer satisfaction by resolving complex issues promptly and professionally.

Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.

Leveraged strong listening skills to fully understand the customer’s perspective, enabling tailored and empathetic responses during conflict resolution.

Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients’ concerns.

Monitored trends in customer feedback to inform continuous improvement efforts within the department or product offerings.

Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.

Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.

Managed escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.

Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.

Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.

Provided regular reports on key performance indicators related to complaint resolutions, identifying opportunities for process improvements or training enhancements where necessary.

Implemented tracking system for resolution follow-ups, ensuring no customer query left unanswered.

Established comprehensive feedback system to capture customer sentiments post-resolution.

Reduced customer churn, effectively communicating resolution outcomes and future prevention measures.

Fostered positive brand image, effectively managing, and resolving high-stakes complaints.

Streamlined dispute resolution process, cutting down average handling time.

Enhanced customer experience by resolving complex billing disputes efficiently.

Improved team morale with regular training sessions on conflict resolution.

Simplified escalation process, allowing for quicker resolution of complex cases.

Reduced resolution times for complaints, implementing advanced negotiation techniques.

Enhanced interdepartmental cooperation, working closely with the product team to inform about recurring customer issues.

Elevated customer satisfaction scores, personalizing solutions to fit individual customer needs.

Improved resolution quality, tailoring communication strategies to different customer demographics.

Achieved significant reduction in repeat complaints, thorough analysis, and addressing root causes.

Led team in adopting the initiative-taking approach to identify potential issues before escalation.

Election Poll Worker, 08/2016 - 11/2024

Clark County Gov – Las Vegas

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Managed time effectively to balance multiple tasks such as checking in voters, answering questions, and maintaining lines and voters.

Collaborated effectively with fellow poll workers to guarantee a seamless voting process for all participants.

Participated in training sessions prior to Election Day, staying informed on updated procedures and requirements for successful elections management.

Supported a transparent election process by verifying vote counts with fellow poll workers before submitting final tallies to the appropriate authorities.

Ensured a fair election by strictly adhering to established protocols and guidelines during ballot handling.

Education

Bachelor's Degree: Business Administration and Management, 06/2017

Everest University Online - Tampa Campus

Accounting 1 and 2

Psychology, History, English, Algebra

Associate Of Arts: Business Administration and Management, 06/2015

Everest University Online - Tampa, FL

Science, English, Geometry

Accomplishments

Volunteer as an intake worker at City Impact Food Pantry for 7 yrs.

Collaborating with clients’ needs for food for their families

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