Nadia Dumas
Gray
Summary
Professional with 19 plus years of a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
Cigna
11.2024 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to the providers needs and providing accurate information based on their inquiries.
Supervisor
GEICO, Government Employees Insurance
06.2012 - 10.2022
- Resolved customer complaints and adjusted policies to meet changing needs
- Provide advice and assist managers and employees on basic pay setting or leave policies
- Advise managers and employees on routine conduct, leave or performance questions or disputes
- Established and enforced clear goals to keep employees working collaboratively
- Provided ongoing training to address staff needs
- Complied with company policies, objectives and communication goals
- Coached staff members to develop long-term career goals
- Monitored employee productivity to provide constructive feedback and coaching
- Evaluated processes and employee strengths to realign workflows with changing business demands
- Responded to customer questions regarding products, prices and availability
- Reviewed completed work to verify consistency, quality and conformance
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff
- Managed incoming calls while providing information or transferring callers to appropriate personnel
- Handled confidential documents in an organized fashion according to established protocol
- Monitored progress on projects assigned by upper management
- Answered questions from customers regarding products and services offered by the company
- Answered phone calls and emails to provide information, resulting in effective business correspondence
Insurance Trainer
GEICO, Government Employees Insurance
01.2007 - 06.2012
- Communicated key information from trainers to participants and visa versa
- Developed resources for skills development courses
- Made recommendations to improve training based upon observations and feedback from trainees
- Consulted with training leaders to identify and assess training needs associated with changes in business policies and procedures
- Participated in workshops and seminars as continuous improvement activities for curriculum development and enhancement
- Worked closely with lead trainers and recruiting department to choose qualified applicants for positions
- Obtained and organized manuals, guides and visual materials for development and training purposes
- Scheduled classes based on availability of classrooms, equipment or instructors
Insurance Customer Service Representative
GEICO, Government Employees Insurance
05.2005 - 01.2007
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction
- Attended training and educational seminars to enhance knowledge and credentials
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs
- Built trusted partnerships through open and interactive communication to earn positive customer feedback
- Fostered strong relationships with current and prospective clients to maintain client retention
- Navigated computer system to look up customer information and update policies
- Asked probing questions and offered solutions to resolve customer issues
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Supported sales team members to drive growth and development
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Referred unresolved customer grievances to designated departments for further investigation
- Collected deposits or payments and arranged for billing
- Adjusted bills and refunded money to resolve customers' service or billing complaints
- Strengthened customer retention by offering discount options
- Mentored junior team members and managed employee relationships
Insurance Sales Representative
GEICO, Government Employees Insurance
08.2003 - 05.2005
- Evaluated customer desires and budgetary constraints to pick best policies
- Upsold products to policyholders and potential new clients
- Pursued continued professional development through insurance workshops, course and webinars
- Rewrote and reinstated insurance policies, following underwriting and business rules
- Engaged customers and provided high level of service by carefully explaining details about documents
Education
High School Diploma -
Jones County High School
Gray, GA06.1995
Skills
- Processes and Procedures
- Experience in Leadership
- Quantitative Skills
- Improvement Plan Knowledge
- Good Work Ethic
- Conflict Resolution
- Supervision & Leadership
- Computer Skills
- Team Building
- Microsoft Office
- People Skills
- Training & Development
- Relationship Building
- Customer Service
- Friendly, Positive Attitude
- Problem Resolution
- Flexible Schedule
- Critical Thinking
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Call center experience
- Claims processing
- Empathy and patience
- Strong interpersonal skills
- Insurance claims follow-up
- Customer service
Certification
- Licensed Insurance Agent, 01/01/03, 12/31/13
- Lean Six Sigma, 01/01/13
Timeline
Healthcare Customer Service Representative
Cigna
11.2024 - Current
Supervisor
GEICO, Government Employees Insurance
06.2012 - 10.2022
Insurance Trainer
GEICO, Government Employees Insurance
01.2007 - 06.2012
Insurance Customer Service Representative
GEICO, Government Employees Insurance
05.2005 - 01.2007
Insurance Sales Representative
GEICO, Government Employees Insurance
08.2003 - 05.2005
High School Diploma -
Jones County High School
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