Donsha Dorsey
Wilmington
Summary
Customer service professional with extensive experience at BNY Mellon Bank, specializing in corporate action processing and client relations. Demonstrated expertise in managing complex inquiries and improving client satisfaction through effective communication and problem-solving. Skilled in CRM and data entry, consistently achieving results in high-pressure environments.
Overview
14
14
years of professional experience
Work History
Customer service Representative
BNY Mellon Bank
11.2022 - Current
- Provides Support in the execution of mandatory and voluntary corporate action-related custody and accounting processing, processing liability notices, processing and allocating dividend and interest payments, and processing class action suits.
- Primarily responsible for initiating, processing and maintaining mandatory intricate voluntary and mandatory corporate actions and dividend on products.
- Support and completes basic client inquiries and requests. May assist other with more complex requests.
- Reconciles client holdings versus agent holdings to ensure accurate corporate action transaction processing.
- Ensures all relevant documentation and recordkeeping is maintained within event files.
- Contributes to client conversation, release and continuous improvement activities.
- Provides Knowledge and technical assistance, determining when the more complex problems should be referred to a supervisor or senior professional.
Patient Service Specialist
Novacare
Wilmington
03.2022 - 08.2022
- Attentively registered new and existing patients upon arrival providing them with information as necessary to ensure they were abreast of what to expect during their visit.
- Scheduled patient appointments while simultaneously showing empathy for their needs and limitations.
- Processed insurance authorizations and verification.
- Collected co-pays from patients.
- Offered a fond farewell, providing any pertinent information about patient’s upcoming appointments.
- Responded to request for information from patients, providers, and staff with positivity and in a timely manner.
- Assisted with general clinic maintenance and upkeep.
- Handled monetary transactions.
CIED Technician
Ambucor Health Solutions
Wilmington
06.2016 - 03.2022
- Manage assigned customer account including enrollment.
- Check account schedule and perform schedule management via One View CRM.
- Communicate effectively with patients and stakeholders.
- Maintain inter and intra-office communication to support patient care, compliance and management.
Processor
Citibank
Newark
08.2015 - 02.2016
- Processed payments in a timely matter.
- Handled highly sensitive government information.
Customer Service/Sales Associate
Ace Cash Express
Wilmington
06.2013 - 10.2014
- Interviewed applicants and requested specified information for loan applications.
- Reviewed accounts to determine approval of loans.
- Answered incoming calls.
- Reviewed loan agreements to ensure that they are complete and accurate according to policy.
- Obtained and complied copies of loan applicant’s credit histories.
- Collected on delinquent debts and provided excellent customer service.
- Identified issues, examined options, and provided effective solutions.
Customer Service Representative
HBCS
New Castle
04.2012 - 05.2012
- Provided excellent verbal communication and negotiation skills with an emphasis on customer service.
- Managed a high volume of in/out bound calls from patients, hospitals, and insurance carriers to resolve patient accounts.
- Researched alternate insurance or payment options available.
Education
High School Diploma -
Concord High School
Wilmington, DESkills
- Customer Service
- Call Center
- Inbound and outbound calls
- Transactions
- Data Entry
- Payment Processing
- MS Office
- Scheduling
- CRM
- Oral Communication
- Written Communication
Timeline
Customer service Representative
BNY Mellon Bank
11.2022 - Current
Patient Service Specialist
Novacare
03.2022 - 08.2022
CIED Technician
Ambucor Health Solutions
06.2016 - 03.2022
Processor
Citibank
08.2015 - 02.2016
Customer Service/Sales Associate
Ace Cash Express
06.2013 - 10.2014
Customer Service Representative
HBCS
04.2012 - 05.2012
High School Diploma -
Concord High School